Ricoh Leasing Group Basic Policy on Customer Harassment

The financial services and support the Ricoh Leasing Group, guided by our management philosophy, “We will be a bridge to a prosperous future through at embody our unique approach,” strives daily to earnestly address customer feedback and enhance our service offerings. This commitment enables us to contribute to realizing a prosperous future by solving societal challenges and supporting corporate growth opportunities. However, we have confirmed that some customer feedback includes statements or demands that are difficult to consider legitimate opinions, and may constitute unfair requests or actions. These can potentially lead to human rights violations or serious health risks for our officers and employees (hereinafter referred to as “employees”). We believe that providing a safe and secure workplace environment for our employees and others, who are partners as important as our customers, is the first step toward continuously delivering high-quality services. Therefore, we have established the “Ricoh Leasing Group Basic Policy on Customer Harassment.”

1. Definition of Customer Harassment

Our group defines customer harassment as “complaints or remarks made by customers where, considering the reasonableness of the request's content, the means or manner used to achieve that request is deemed socially unacceptable, and where such means or manner harms the working environment of employees.” This definition aligns with the “Corporate Manual for Countermeasures Against Customer Harassment” issued by the Ministry of Health, Labour and Welfare.

2. Acts Considered to Constitute Customer Harassment

The following are examples of such acts:

  1. When the customer's demand lacks validity
    • When no defect or fault is found in the requested product or service
    • When the demand is unrelated to the content of the product or service
  2. Means or methods to achieve the demand are socially unacceptable
    • a. Actions highly likely to be deemed unacceptable regardless of the demand's validity
      • Physical attacks (assault, battery)
      • Psychological attacks (threats, slander, defamation, insults, verbal abuse)
      • Intimidating speech, discriminatory speech, sexual speech
      • Demanding prostration
      • Persistent (repeated), relentless (annoying) behavior
      • Restraining actions (refusing to leave, lingering, prolonged phone calls, confinement)
      • Discriminatory behavior
      • Sexual behavior
      • Attacks or demands directed at individual employees, etc.
    • b. Cases that may be deemed unreasonable based on the appropriateness of the demand (e.g., excessive demands)
      • Demand for product exchange
      • Demand for monetary compensation
      • Demand for apology

3. Our Group's Stance on Customer Harassment

We strive to build better relationships by engaging in discussions aimed at finding reasonable solutions to customer feedback and requests. If we determine that demands or behavior directed at our Group's employees constitute customer harassment, we may terminate interactions in accordance with our Group's standards. Furthermore, we will consider appropriate actions, including legal measures, in collaboration with the police, attorneys, or other professionals as necessary.

4. Other Initiatives Within Our Group

We will advance the following initiatives to protect employees and others from customer harassment:

  • Promoting initiatives to prevent and reduce customer harassment
  • Establishing response methods and procedures for when customer harassment occurs
  • Providing training to learn how to handle situations
  • Establishing systems for consultation, reporting, and coordination with internal specialized departments and external agencies
  • Implementing measures to prevent recurrence
  • Providing physical and mental support and care for employees who experience customer harassment
  • Educating employees to prevent them from engaging in customer harassment themselves

5. Request to Our Customers

We will continue to listen closely to your opinions and requests, striving to provide better services and ensure your satisfaction. For the sake of a prosperous future created together with our customers, we sincerely request the understanding and cooperation of all individuals involved in our Group's business regarding this policy.

Date of Enactment: September 1, 2025
Ricoh Leasing Co., Ltd.
President and Representative Director
Tokuharu Nakamura