Measures to Prevent Customer Harassment

GASCA LLC "Basic Policy on Customer Harassment"

1. Introduction

Under the fundamental philosophy of "realizing multicultural coexistence," our company is committed to sincerely responding to customer requests and striving to provide highly satisfying services, in order to offer safe and secure multicultural exchange experiences. Furthermore, we consider the opinions and requests we receive from customers to be extremely valuable opportunities for improving and enhancing the quality of our services.

However, some customer demands and behaviors include abusive language, threats, and violence that deny the dignity of employees, thereby harming their respect. Such actions, which are remarkably unjust in light of social norms, not only worsen the working environment for employees but also pose a serious problem that could negatively impact the provision of safe and secure services.

By ensuring a safe working environment for employees, they can engage in their duties with peace of mind, which in turn leads to better relationships with customers. With this in mind, we have established the "Basic Policy on Customer Harassment" at GASCA LLC.

2. Definition of Customer Harassment in Our Company

Our company defines customer harassment as "extremely troublesome acts carried out by customers against employees that harm the working environment of employees."

Specifically, this refers to acts such as the following. These are merely examples and are not exhaustive.

• Acts of violence

• Abusive language, insults, slander

• Intimidation, threats

• Denial of employee dignity, discriminatory remarks

• Demands for kneeling in apology

• Extended detention

• Coercion of responses that exceed socially acceptable limits

• Unjust or excessive demands lacking rationality

• Posting content that damages the credibility of the company or employees, or personal information, on social media, etc.

• Sexual harassment, SOGI* harassment, other harassment, stalking behavior towards employees, etc.

* "SOGI" is an acronym for sexual orientation and gender identity.

3. Response to Customer Harassment (Internal)

• In cases of customer harassment, employee care will be prioritized.

• Employees will receive training on knowledge and methods for dealing with customer harassment.

• We will establish consultation points for customer harassment and build a system for cooperation with the police, lawyers, and other relevant parties.

4. Response to Customer Harassment (External)

• When resolving issues, we will engage in rational and reasonable discussions. However, if our company determines that an act constitutes customer harassment, we may terminate our response and refuse to provide further services.

• Furthermore, if deemed malicious, we will respond resolutely in cooperation with the police and external experts (e.g., lawyers).