Basic Policy on Customer Harassment

Daiso Industries Co., Ltd. has a company motto of "Enriching the lives of people around the world with one price - Impressive prices, impressive quality" and strives to improve products and services to satisfy customers by listening seriously to their opinions and requests. In addition, we strive to fulfill our role as a corporate citizen, contribute to society, respect human rights in our business activities, and build relationships of trust with all people involved in our business activities by dealing with them sincerely.

On the other hand, although it is a small portion, some of the opinions and requests from customers are not reasonable or appropriate, or we receive requests or behavior that go beyond what is considered reasonable in society, which has caused serious problems that affect other customers who use our stores, facilities, and services, and that lead to a deterioration of the working environment of those engaged in our business. These actions violate the dignity of each individual and lead to a deterioration of a safe and comfortable working environment. In the unlikely event that any of the above problems occur, or there is a concern that they may occur, we will respond resolutely in accordance with this policy.

<Definition of customer harassment>

Based on the definition in the Ministry of Health, Labor and Welfare's "Customer Harassment Corporate Countermeasures Manual" (※), Daiso Industries Co., Ltd. defines customer harassment as follows:

Customer comments, complaints, and behavior that lack validity in the content of the requests, or that use means or methods to achieve said requests that are socially inappropriate and that harm the work environment of those engaged in our business.

(※According to the Ministry of Health, Labor and Welfare's "Customer Harassment Corporate Countermeasures Manual")

<Examples of applicable acts>

*The following are examples and are not limited to these.

(1) The content of the request is unreasonable.

・The product or service provided is not found to have any defects or negligence.
・The content of the request is unrelated to the content of the products or services provided

(2) The means or manner of achieving the request is socially inappropriate

・Assault, physical attacks such as injury, and damage to goods and equipment
・Intimidating or discriminatory behavior, threats, or abusive language, such as shouting or insults
- Defamation, libel, insults, etc. that infringe on the reputation or privacy of employees, etc.
・Physical or mental sexual behavior or criminal acts such as contact with employees, ambushing, stalking, and taking secret photos
・Posting personal information on social media, the internet, etc. (publication of photos, audio, video, etc.)
-Continuous or persistent behavior, such as excessive and repetitive inquiries
- Long-term phone calls, refusing to leave the store, restrictive words and actions towards employees outside the workplace
- Entering back rooms or stores after closing time without permission
-Other unjustified requests for product exchanges, monetary compensation, or apologies, or nuisance behavior towards other customers

■ Dealing with customer harassment

We will always negotiate with customers to reach a reasonable solution, and will deal with the issue as a whole rather than on an individual basis. When resolving a problem, we will consult with the appropriate authorities, such as the police or lawyers, and deal with the matter appropriately. Please note that if any behavior is found to be customer harassment, we may refuse to allow the customer to enter our store or do business with us in the future.

■About Daiso Industries Co., Ltd.' Initiatives

- Clarifying the company's stance on customer harassment and raising awareness among employees
・Set up a consultation desk regarding customer harassment and customer service
・Distributing materials on knowledge of and ways to deal with customer harassment
・Training on knowledge of and ways to deal with customer harassment
・Posting posters to publicize guidelines for dealing with customer harassment
・Employee education to prevent customer harassment

Daiso Daiso Industries Co., Ltd. aims to build relationships of trust with customers by responding to their opinions and requests and striving to improve our products, services, and employee education. However, in the unlikely event that a customer engages in any behavior that constitutes customer harassment, we will respond firmly in accordance with this policy, so we ask for your understanding and cooperation.

Daiso Industries Co., Ltd. respects the human rights of each and every employee and strives to maintain a safe and secure working environment for everyone.

Daiso Industries Co., Ltd.
Representative Director: Seiji Yano
March 1, 2025