ENEOS Group Basic Policy on Customer Harassment

In accordance with the "Focus on customers" section of the ENEOS Group Philosophy, the ENEOS Group strives to meet the expectations and evolving needs of our valued customers and of society as a whole through the stable provision of products and services.
In building good relationships with our customers and local communities, it is essential to ensure a work environment in which every member of the ENEOS Group can perform their duties with physical and mental security.
Accordingly, we have established this Basic Policy on Customer Harassment.

"Customer harassment" refers to conduct or demands from customers that lack reasonable grounds, or conduct—even when the underlying request may have validity—expressed through methods or behavior that are socially unacceptable, thereby impairing the work environment of ENEOS Group employees.

Acts constituting customer harassment are not limited to the following examples. Acts constituting customer harassment also apply to acts committed by ENEOS Group employees toward business partners.

• Violent acts such as hitting, kicking, slapping, or throwing objects

• Conduct constituting sexual harassment

• Insulting or discriminatory remarks; behavior that undermines personal dignity

• Intimidation, shouting, abusive language, or demanding that someone kneel

• Threats implying exposure to the media or social media, or suggesting ties with antisocial groups

• Acts that infringe upon the privacy of employees

• Unauthorized photographing, video recording, or audio recording of employees

• Posting content on social media that damages the reputation or credibility of the ENEOS Group or its employees

• Excessive repetition of demands

• Excessive and repeated phone calls, emails, or other forms of communication

• Nitpicking or twisting employees’ words when demands are not met

• Prolonged detainment over the phone or in person

• Refusal to leave facilities or remaining without justification

• Requests for products, services, money, or preferential treatment without legitimate grounds

• Unreasonable demands for apologies

• Requiring home visits or responses outside business hours without legitimate grounds

• Applying undue pressure regarding delivery deadlines or pricing in commercial transactions

• We will establish systems that enable timely and appropriate responses to customer harassment, establish response procedures, and provide necessary training to employees.

• We will support the mental well-being of employees who experience customer harassment and work to prevent recurrence.

• We will promote awareness to ensure that employees do not engage in customer harassment toward business partners.

• We will provide clear information and explanations regarding our products and services from a customer-oriented perspective and respond sincerely and promptly to customer inquiries.

• When behavior is determined to constitute customer harassment, we will take a firm and resolute stance to protect our employees and, where necessary, may decline to provide products or services to the customer(s) involved.

• If such behavior is deemed malicious, we will work with the police, attorneys, and other relevant authorities and take rigorous measures, including legal action.

The ENEOS Group will continue striving to meet customer expectations, enhance our products and services, and build relationships of trust with our customers. However, should any customer conduct be determined to constitute customer harassment, we will respond in accordance with this policy. We respectfully request your understanding and cooperation.