Resona Group Customer Harassment Response Policy

The Resona Group, following our purpose of “Beyond Finance, for a Brighter Future.” and with the unified efforts of all employees, is committed to building better relationships with customers and local communities.

We value the opinions and requests of our customers and strive to use their voices to improve our products and services. Unfortunately, however, some customers have engaged in acts that constitute customer harassment, which violates the human rights of our employees and unfairly interferes with our business operations.

From the perspective of creating a work environment where each employee can enjoy good physical and mental well-being, we will take a resolute stance against any acts of customer harassment. If necessary, we will cooperate with the police, lawyers and/or other parties to take appropriate action, and may refuse service for violators in the future.

Customer complaints, behaviors, or other actions considered unacceptable socially as a means and/or method of resolving a reasonable request, and that, as a result, harm the work environment of employees.

• *Actions considered to be customer harassment based on the Customer Harassment Response Manual published by the Ministry of Health, Labour and Welfare

The following actions are presented as examples. Other actions that constitute customer harassment do exist.

• Physical violence (assault, injury)
• Mental attacks (threats, slander, libel, insults, verbal abuse)
• Restrictive behavior (refusing to leave, staying put, confinement)
• Intimidating behavior
• Persistent behavior
• Sexual or discriminatory language and/or behavior
• Unauthorized photography, video recording, or audio recording of the Group’s facilities or employees
• Defamation of Group employees through social media or online posts
• Excessive or unreasonable demands, or demands whose content or nature is deemed inappropriate according to social norms