1. Introduction

PARCO’s vision for the future is “Excite Design Create.” We respect diverse personalities and values, and our basic philosophy is to create a new era together with the next generation. As part of our efforts to promote sustainability, we are promoting activities in line with the five materialities defined by the JFR Group, integrating sustainability and business strategy to create shared value with the aim of realizing a "Well-Being Life" for our stakeholders.
However, we have observed that some customers who use our products and services may engage in behavior constituting customer harassment, such as malicious demands or complaints against our employees. We believe that such conduct undermines the dignity of our employees and leads to a deterioration of the safe and amenable working environment at our company.
Based on this belief, we have established a Customer Harassment Response Policy. We ask for your continued understanding and support.

2. Defining Customer Harassment

Customer harassment encompasses complaints or behavior from customers (including business partners or stakeholders) which, regardless of the reasonableness of the demand itself, are asserted in a socially unacceptable manner and negatively affect the working environment of our employees.

Examples include:

1. Cases where the content of a demand is unreasonable
1. When even after being provided with an adequate explanation, a customer continues to make excessive demands, regardless of whether there is a fault with the product or service
2. When the content of a demand is unrelated to the product or service

2. Examples of socially unacceptable behavior include:
1. Bodily harm
2. Verbal and psychological abuse (such as insults, threats, and defamation)
3. Coercive or threatening conduct
4. Continuous and persistent behavior
5. Constraining behavior (including trespassing, refusing to leave, or prolonged or excessive phone calls)
6. Sexual harassment or stalking
7. Unreasonable demands to exchange products
8. Unreasonable demands for monetary compensation
9. Disclosure of information on social media and posts that damage the reputation of the company or its employees, etc.

The above examples are illustrative and not exhaustive.

3. Responding to Customer Harassment

While we strive to respond to customer requests and feedback with empathy and care, if an action is determined by our company to constitute customer harassment, we will respond in a firm and resolute manner. In cases of malicious conduct, we may refuse entry to our stores or other facilities. Furthermore, we will respond strictly in cooperation with the police, legal counsel, and other relevant authorities.

4. Our Initiatives

1. Communicate our customer harassment response policy to employees based on our internal response manual
2. Provide training and educate employees on appropriate response methods
3. Establish a consultation and reporting system for employees
4. Respond to unjust or malicious acts as an organization
5. Cooperate with the police, legal counsel, and other relevant parties to ensure an appropriate response
6. Strive to provide mental and physical care for employees who have experienced customer harassment
7. Educate employees to ensure they do not engage in customer harassment toward business partners or other parties