Organo Group Basic Policy Concerning Customer HarassmentOrgano Group Basic Policy Concerning Customer Harassment

1. Basic Policy

As a partner that supports customers’ business activities and the development of the infrastructure of society, the Organo Group always acts with integrity and sincerity based on its Management Philosophy: “Organo serves as a valuable partner company by leveraging its leading-edge technologies cultivated through long experience with water treatment, by contributing to the industries that create the future, and by playing a key role in the development of societal infrastructure.”

Furthermore, to be “a company where all employees are energetic and passionate about their work” as set forth in our Long-term Management Vision, it is essential that all employees be able to demonstrate their abilities in a safe and respectful environment.

We sincerely listen to customer feedback, requests, and suggestions, and use this information to improve the quality of our services. At the same time, we will protect our employees and take firm action as an organization against any conduct that undermines the character or dignity of employees or harms the work environment.

We have established this policy in accordance with the Organo Group Human Rights Policy in order to build a healthy partnership with our customers based on mutual understanding and trust.

2. Definition of Customer Harassment

Based on the views of the Ministry of Health, Labour and Welfare of Japan, we define customer harassment as follows:

“Requests, demands, words, or actions by a customer or other for which, in light of the reasonableness of their content, the means or conditions of their fulfillment do not correspond to socially accepted norms, or which harm the work environment of employees.”

We do not view legitimate feedback, requests, or complaints to be customer harassment.

3. The Organo Group’s Basic Stance

We view customer feedback and requests as important opportunities to enhance our products and services. At the same time, it is an important duty as a company to protect our employees’ dignity, human rights, and safety. In the event a situation is determined to constitute customer harassment, we will address it as a company, rather than leaving the matter to individual employees to handle. Furthermore, we will also act with respect and integrity toward customers, and strive to avoid committing acts of harassment ourselves.

4. Response in the Event of Customer Harassment

In the event of customer harassment, we will take the following actions:

Confirm all facts
Coordinate with relevant departments
Provide physical and mental healthcare to the affected employees
Switch to a multi-person response team as needed
Suspend or cancel any response actions as needed

We will respond to customer harassment incidents as an organization without placing an undue burden on individual employees.

5. Reporting System and Employee Support

We have established a consultation and reporting channel for customer harassment.

Those seeking to consult about or report customer harassment, as well as those cooperating in fact-checking with regard to the same, will not be disadvantaged.

Furthermore, we will implement the following actions on an ongoing basis.

Develop the reporting system
Conduct education and training
Develop response manuals
Formulate measures to prevent recurrence

[Harassment Consultation Desk]

Human Resources Department: jinji-bucho“at”organo.co.jp
(replace “at” with @)

6. Coordination with External Organizations and Legal Response

In the event that a customer harassment incident is deemed to be particularly severe, we will take the following steps as necessary, placing the utmost priority on protecting our employees:

Consult with or make a report to the police
Coordinate with an attorney
Consider legal action
Revise service content
Take measures such as suspending service within the scope permitted by the contract

Effective October 1, 2026