NEXCO EAST Group Basic Policy on Customer Harassment

1. Introduction

Based on fair and transparent corporate activities, NEXCO EAST Group puts customers first and strives to realize and improve safe, secure, comfortable and convenient Expressway services 24 hours a day, 365 days a year.
Our group employees are aware that they are Expressway professionals and work day and night to ensure that the various services we provide meet the expectations of our customers and the local community.

On the other hand, some customers who use the services and facilities provided by our Group have been engaging in extremely nuisance behavior (customer harassment), such as violent acts and verbal behavior, unreasonable demands, and malicious harassment, towards our Group employees.
These actions violate the dignity of our Group's employees, harm the working environment, and may have a negative impact on the provision of our Group's services.

Therefore, in order for our Group to continue to provide safe, secure, comfortable and convenient Expressway services into the future, we have come to the conclusion that while we will continue to sincerely listen to the opinions and suggestions of our customers and others, we must also take a firm stance as an organization against customer harassment and protect our Group employees, and have therefore established this Basic Policy.

2. Definition of customer harassment

1) Definition of customer harassment

Complaints, requests, and behavior from customers, etc. (clients, business partners, facility users, and other interested parties) that exceed the scope of what is considered socially acceptable and harm the working environment of our Group employees.

②Specific examples of customer harassment ^*

• The following are examples but are not limited to:

1. Physical attack
   <Assault, injury, damage or soiling of our Group facilities and equipment or employee clothing, etc.>
2. Mental attacks
   ＜Threats, insults, defamation, intimidating or discriminatory behavior, antisocial or character-denigrating remarks, demands to kneel down, etc.＞
3. Excessive demands
   <Requests for services that exceed the standard provided (including monetary compensation, etc.), requests for preferential (special) treatment, etc.>
4. Unreasonable demands
   <Requests for actions unrelated to the business (such as those outside the terms of use), requests for apologies without a valid reason, etc.>
5. Nuisances that disrupt business operations
   <Failure to leave or enter without permission without a valid reason, prolonged detention, persistent inquiries, etc.>
6. Harassment of employees
   <Unauthorized photography, posting on social media, sexual remarks, stalking, requests for disclosure of personal information, etc.>

3. Dealing with customer harassment

1. Dealing with customer harassment

We will take firm action against customer harassment to protect our employees. Specifically, we will warn the perpetrator to stop the harassment, change the person in charge, have multiple people deal with the harassment, and if necessary, stop (terminate) the harassment.
In addition, if a customer continues to harass customers despite warnings, or if the customer is found to be malicious or has engaged in illegal (criminal) acts, we will take strict action, including consulting and cooperating with the police and lawyers, and taking legal action.

② Initiatives within the Group

In order to respond appropriately to customer harassment, our group will take the following measures.

• This Basic Policy will communicate our Group's corporate stance to our customers and the local community, and will also inform and raise awareness among each and every employee of our Group.
• Regarding customer harassment, we will formulate procedures (manuals, etc.) for our group employees and organizations to take, and provide necessary education and training to our employees.
• We will establish a system whereby Group employees can seek advice regarding issues related to customer harassment, and as an organization, we will protect our Group employees and strive to resolve the issues that are the source of customer harassment.