POLICY ON CUSTOMER HARASSMENT ──

Basic Policy on Customer Harassment

Wise Owl Co., Ltd. (hereinafter “the Company”) strives to continuously provide high-quality services to our customers and remain a trusted company. At the same time, we believe that securing a safe and reassuring working environment for each of our employees is essential to maintaining sustainable service delivery. Therefore, we have established the following basic policy regarding excessive or unreasonable demands and conduct (Customer Harassment) and will respond firmly as an organization.

1. Scope of Targeted Conduct

Customer harassment at the Company refers to demands, actions, or conduct by customers where the means or manner are unreasonable in light of the validity of the request, thereby harming the safety or working environment of employees.

Examples of Targeted Conduct:

• Insulting behavior through intimidation, threats, verbal abuse, yelling, etc.
• Coercion to bow on hands and knees (土下座 – dogeza), or unreasonable/excessive demands for monetary or material compensation.
• Long-term detention (unnecessary lengthy phone calls, unreasonable lingering/refusal to leave).
• Slander, defamation, or exposing personal information on the Internet/SNS.
• Invasion of privacy, sexual harassment, or other harassment directed at individual employees.

2. Response to Customer Harassment

If conduct falling under customer harassment is recognized, the Company may refuse to provide further services or assistance to the customer concerned. Furthermore, for acts judged to be malicious—such as threats, coercion, intimidation, or obstruction of business—we will take strict measures, including reporting to the police and taking legal action through our legal counsel.

3. Development of Internal Systems

The Company will take preventive measures to ensure that employees do not fall victim to customer harassment and will establish a response system to act quickly whenever an incident occurs.

End