Basic Policy on Customer Harassment

Mori Trust Hotels & Resorts Co., Ltd. strives to remain a company that is trusted by customers, local residents and employees for sustainable growth of the company along with society under Mori Trust Group corporate slogan “Create the Future.” To make this happen, it is imperative to secure the working environment that every employee working in the Company and our Group Companies (hereinafter referred to as “our Group Companies”) can ensure sustainable business operations safety and securely without injury to their dignity. For this reason, we have established the “Basic Policy on Customer Harassment” to protect the employees of our Group Companies and to ensure that we can continuously provide even better service in the future.

Definition of customer harassment

The Company defines customer harassment as “complaints and behaviors from customers, etc., where the means and manner employed to fulfill their demands, in light of the validity of the content of such demands, are deemed unacceptable according to social standards, and where such means and manner cause harm to the working environments of employees,” based on the “Customer Harassment Prevention Corporate Manual” published by the Ministry of Health, Labour and Welfare of Japan. Specific examples subject to customer harassment include, but are not limited to, those listed below.

1. 1. Where the content of the demands lacks validity
   • ・ When no defects or negligence are found in the products or services provided by our Group Companies
   • ・ When the content of the demands is not related to the products or services provided by our Group Companies
2. 2. Where the means and manner employed to fulfill the demands are unacceptable according to social standards
   (1)Those that are likely to be deemed unacceptable regardless of the validity of the demands
   • ・ Physical attacks (assault, bodily injury)
   • ・ Psychological attack (threats, slander, defamation, insults, abusive language)
   • ・ Intimidating language/behavior
   • ・ Demanding apologies in the form of kneeling
   • ・ Continual (repeated) or persistent (insistent) behavior
   • ・ Restrictive actions (refusal to leave, squatting, confinement)
   • ・ Discriminatory language/behavior
   • ・ Sexual language/behavior
   • ・ Personal attacks or demands towards the employees (forcing them to meet outside the workplace or forcing accompaniment or intruding upon their privacy)
   • ・ Demands for internal disciplinary actions such as dismissal of employees
   (2)Those that are likely to be deemed unacceptable in light of the validity of the demands
   • ・ Unreasonable demand for the exchange of goods
   • ・ Unreasonable demands for compensation in the form of goods, cash, vouchers, points, or other benefits.
   • ・ Unreasonable demand for apologies
3. 3．Other nuisances
   • ・ Defamation and slander on social media, online platform or internet
   • ・ Repeated phone calls or emails
   • ・ Various other forms of harassment

Responses to customer harassment

To respect the human rights of all stakeholders and to realize our corporate philosophy, our Group Companies will respond to customer harassment as follows:

• ・ If we determine that there has been a behavior constituting customer harassment to the employees of our Group Companies, we will engage in a sincere dialogue with customers and strive to develop a relationship seeking a reasonable resolution. However, if a customer continues to engage in such behavior repeatedly and the means or manner of such behavior is clearly illegal or deemed malicious, we may terminate our response to a customer and refuse to provide accommodation or further services of our hotel facilities. This measure is taken in accordance with Article 5, Paragraph 1, Item 3 of the Hotel Business Act and Article 5-6 of the Regulation for Enforcement of the Hotel Business Act. Furthermore, if the behavior is deemed to be malicious or criminal act, we will collaborate with the police, lawyers, or other appropriate outside agencies to manage the behavior rigorously, including legal actions.
• ・ We will educate the employees of our Group Companies on customer harassment, establish a system to respond to any customer harassment, and set up a consultation service for the employees of our Group Companies. We will also provide care for all employees of our Group Companies who have suffered customer harassment.