1. Introduction

We, Micoworks, Inc., are committed to our mission to "Empower every brand for the better future" and are working daily to achieve our goal of "building a communication platform that delivers messages tailored to each customer's interests in real-time through optimal channels."

To embody our value of "WOW THE CUSTOMER," we strive to accurately understand customer needs and provide a service experience that exceeds expectations and delivers "WOW."

As one of the measures to realize these principles and values and provide satisfactory service to all customers, we have created the "Guidelines for Actions Against Customer Harassment."

2. Basic Policy

We strive to sincerely respond to our customers and provide higher satisfaction by meeting their trust and expectations.
However, some demands and behaviors from customers exceed the bounds of common sense, including actions that deny the dignity of our employees, such as abusive language, violence, and sexual harassment. These actions seriously harm the workplace environment.
To respect the human rights of our employees, we will respond to such demands and behaviors with a firm and resolute attitude while maintaining sincerity toward our customers.
In the event that our employees face such actions from customers, we encourage them to report and consult with their supervisors or other appropriate channels, and we will respond systematically to such consultations.

3. Acts Subject to the Guidelines

We define customer harassment as follows based on the "Corporate Manual on Customer Harassment Prevention" prepared by the Ministry of Health, Labor and Welfare of Japan:

Based on the above definition, we consider the following actions as examples of customer harassment, though they are not limited to these examples.

1. Examples of "When the Content of Customer Demands Is Unreasonable”

• A demand for an apology without reasonable grounds
• Requests for services not provided that exceed a reasonable degree of socially accepted standards
• Requests for exchange of services that are not reasonable
• Demands for excessive monetary compensation
• Demands that exceed what is socially acceptable
• Requests for internal punishments, such as dismissal of an employee
• Requests to detain an employee for an extended period of time without reasonable cause
• Requests to be called to a location outside of our offices without reasonable cause
• Requests that have nothing to do with the products or services offered by the Company

2. Examples of "Complaints or Behaviors Whose Means and Manner of Achieving the Demand Are Socially Unacceptable

• Physical aggression (assault, injury)
• Psychological attacks (threats, slander, defamation, insults, verbal abuse, etc.)
• Intimidating language or behavior
• Requests to get down on one's knees
• Ongoing (repeated), persistent (insistent) behavior, phone calls, or emails
• Restrictive behavior (e.g., no-show, detention, confinement)
• Discriminatory language or behavior
• Sexual harassment
• Attacks or demands made on individual employees

4. Response to Customer Harassment

We shall respond to customer harassment as follows:

1. Internal Response

• We will educate our employees through training and other means on a regular basis so that they can respond to nuisance and malicious complaints.
• We will establish a customer harassment consultation service.
• The safety and mental health of employees who are victims of customer harassment shall be given the highest priority.
• We will establish a response system in the event of customer harassment.
• We will collaborate with outside experts to implement a more appropriate response.

2. External Response

• We will strive to rebuild better relationships through communication.
• We will not give in to customer harassment, but will seek reasonable and rational discussion and consider ways to resolve the issue based on mutual agreement.
• In the event of malicious customer harassment, we regret to inform you that we may refuse or terminate the transaction.

5. Request to Customers

In order to grow together with our many customers and contribute to society, we will take care not to cause any harassment ourselves.
We would like to build a good relationship with our customers by asking them to comply with the above items, and we would appreciate your cooperation as we strive to provide high quality services and resolve customer issues.

※ In creating this policy, we referred to the "Guidelines for Actions Against Customer Harassment" of SmartHR, Inc.

Enacted: November 1, 2022
Revised: December 16, 2022
Representative Director Micoworks, Inc.
Osamu Yamada