Customer Harassment Policy

Skylark Group's corporate philosophy is "Creating Richness with Value to Society," and our corporate activities are guided by the goal of contributing to society through food to enrich people's lives. We place great importance on building positive relationships with our customers.
Furthermore, our Human Rights Policy clearly articulates our responsibility as a company to understand and respect the human rights of all individuals. Based on the Group's corporate philosophy and Human Rights Policy, we have established this basic policy to respect the human rights of both our customers and our employees, and to meet our customers' trust and expectations. This policy outlines our response in the unlikely event that a customer's demands, words, or actions exceed the scope of what is deemed socially acceptable.

Definition of Customer Harassment

In accordance with the "Corporate Manual for Countermeasures Against Customer Harassment" published by the Ministry of Health, Labour and Welfare, we define customer harassment as follows:
Demands, words, or actions from customers where the content of the demand lacks validity, or where the content is valid but the means and manner of realizing the demand are socially inappropriate, thereby harming the working environment of our employees.

Physical or mental abuse, violence, or intimidating words and actions by a customer.
Excessive, unreasonable, or unjustifiable demands by a customer.
Restraining employees in terms of time or location beyond a reasonable scope by a customer.
Other harassing behaviors by a customer.
Slander, defamation, or unauthorized posting of personal information (e.g., facial photographs, names) on social media or the internet, etc.

Response to Suspected Customer Harassment

We will protect our employees from customer harassment and regularly conduct training on knowledge and coping methods to prevent employees from becoming perpetrators themselves.
We have established a consultation desk for customer harassment and strictly protect the privacy of the person consulting. Furthermore, we will absolutely not engage in any disadvantageous treatment, such as dismissal, on the grounds of seeking consultation or cooperating with fact-finding investigations.
We strictly prohibit employees from handling situations alone on-site, enforcing a system of multiple-person responses and prompt escalation and reporting to supervisors and the head office.
If an employee falls victim to harassment, we will provide physical and mental care, and the company will back them up through organizational intervention based on internal standards, including bearing the costs of legal action.
For a more appropriate response, we will coordinate with external experts such as the police and lawyers as necessary.

We will hold discussions aimed at a reasonable resolution, but we will respond organizationally, not as individuals.
If customer harassment occurs, or if a reasonable resolution through dialogue is difficult, we will cease our response. Furthermore, we may refuse entry to our stores.
We will consult with appropriate authorities, such as the police and lawyers, and take strict action. In addition, we may take various legal actions, including civil lawsuits and criminal complaints.

Request to Our Customers

We will continue to sincerely accept and respond to legitimate opinions and requests for improvement regarding our products and services.
The vast majority of our customers use our stores without any incidents that fall under the above categories. However, in the unlikely event of an act by a customer that constitutes customer harassment, we will take strict action, including legal measures, in accordance with this policy. We kindly ask for your understanding and cooperation.
We will continue striving to build even better relationships with our customers and to operate stores that earn your support and trust.

September 17, 2024
Approved by the Group Sustainability Committee
（Revised August 21, 2026）