バイオグループ 顧客ハラスメント対応基本方針

Introduction:
Since our founding, the Xebio Group has consistently aimed to provide as many customers as
possible with emotional value based on a customer-first philosophy. Each and every employee sincerely hopes to share the excitement of playing sports with our customers through our interactions with them and continue to provide
them with the value of "sports that move the heart." To continue providing these experiences to our customers, we must respect the fundamental human rights of not only our customers, but also our business partners , Group employees, and all others involved in the Xebio Group's business , and ensure their physical and mental health and safety. We believe this is an important responsibility of the Xebio Group. We respect the human rights of our customers and employees, and to continue to meet our customers ' trust and expectations, we have established a basic policy for what to do in the event of a customer's request or behavior that goes beyond what is considered socially acceptable. We will take a firm stance against any verbal or physical actions that undermine the dignity of our Group employees, who serve as a bridge between our customers and sports. We will continue to treat our customers with sincerity while maintaining a healthy work environment and strive to maintain healthy relationships where we can share the excitement of playing sports. Furthermore, we at the Xebio Group will never engage in customer harassment and will strive to build and maintain good relationships with our business partners. Based on the "Customer Harassment Countermeasures Manual" prepared by the Ministry of Health, Labor and Welfare, we define customer harassment as "complaints or behavior from customers that, in light of the validity of the content of the complaint or behavior, use socially inappropriate means or methods to fulfill the request, and that harm the working environment of Xebio Group employees as a result of such means or methods." We determine whether any behavior constitutes customer harassment. [Applicable Behaviors] The following are examples and are not limited to these.・Physical attacks (assault and injury)・Mental attacks (threats, slander, libel, insults, abusive language)・Intimidating behavior such as loud shouting or banging on the table・Demands to kneel down・Continuous (repeated) and persistent inquiries, phone calls, emails, etc.・Excessive restriction of time or location (refusal to leave, staying put, confinement, being called out of the store, etc.)・Requests or demands unrelated to the goods or services provided, or when there is no recognized defect or fault in the goods or services・Demands that are excessive beyond social standards, such as unjustified returns, excessive monetary compensation, or the publication of apology advertisements・Discriminatory behavior or harassment related to race, ethnicity, physical disability, gender identity, etc.・Sexual harassment, stalking・SNS Defamation on the Internet , statements that deny the character of individual Group employees, or statements that insult individuals , demands for internal punishment such as dismissal of Group employees , acts that violate the privacy of Group employees such as taking photos or recordings without permission , and acts that intentionally damage or destroy Group buildings or equipment.Response to Customer HarassmentIf the Group determines that an incident has occurred, we will not respond to the customer in order to prioritize the safety and aftercare of the victimized employees.In addition, we may take the following actions.・Reporting to the police or affiliated security companies ; ・Recording and verifying the facts;・Prohibiting entry to our Group's premises or stores;・Suspending transactions ; ・Legal action, including civil and criminal charges ; ・Suspending or deleting the relevant use or membership registration if the conduct falls under the prohibited acts under the terms of use of Sports Points, our Group's online store, online services, etc. Xebio Group's System for Addressing Customer Harassment The Xebio Group has established the following system to prevent customer harassment and ensure prompt and appropriate response in the event of its occurrence :・Clarifying our corporate stance through this policy and informing and raising awareness among our Group employees;・Creating customer harassment guidelines and manuals for our Group employees and conducting internal Group training ; ・Establishing a consultation desk for business partners and our Group employees. Request to Customers : The Xebio Group is committed to providing satisfying service . If any behavior that constitutes customer harassment is observed, we will respond in accordance with this policy. Thank . October 2024 Tomoyoshi Morohashi, Representative Director, Xebio Holdings Co., Ltd.