Background

In alignment with the Honda Group's Philosophy of “Respect for the Individual,” HONDA MOBILITYLAND is dedicated to fostering an environment where our employees can truly thrive and realize their full potential. We are equally committed to understanding our customers deeply and delivering services that consistently exceed their expectations, all while upholding the human rights of everyone – both our customers and our employees.

We sincerely appreciate and actively respond to all customer opinions and feedback. Concurrently, we consider it a vital corporate responsibility to decisively ensure our employees' work environment is a safe and respectful place. This includes taking prompt action when their well-being, whether mental, physical, or their dignity, is compromised by severe language, unreasonable demands, or any other behavior that exceeds social norms. It is for these reasons that we have established a Customer Harassment Policy.

Definition of Customer Harassment

Customer harassment refers to any complaint, demand, or behavior by customers directed at our employees where the content of the demand lacks validity, or even if valid, the means or manner used to fulfill it are socially unacceptable, resulting in harm to the employees’ work environment.

Examples of Customer Harassment Behavior

Examples of behavior that could be classified as customer harassment include, but are not limited to, the following:

• Physical aggression (assault, bodily injury)
• Psychological abuse (threats, slander, defamation, insults, abusive language)
• Intimidating behavior
• Demand for kneeling for apology
• Persistent or obsessive behavior
• Restrictive actions (refusal to leave, squatting, confinement)
• Discriminatory behavior
• Sexual behavior
• Personal attacks or demands towards the employees
• Posting of personal information of the employees (public exposure of photos, audio, video, etc.) on social media, the internet, etc.
• Unreasonable or excessive demands for services
• Unjustified requests for demands for goods replacement, financial compensation, or apology

Response to Customer Harassment

• If we determine that behavior constitutes customer harassment, we will respond decisively to protect our employees.
• Furthermore, should the behavior be deemed egregious or to be a criminal act, we will collaborate with law enforcement or legal counsel to address it rigorously, including through legal action.

Request to Our Customers

HONDA MOBILITYLAND strives to foster customers’ trust by continuously meeting their needs and enhancing our products and services. To maintain a respectful and safe environment, any customer conduct identified as harassment will be addressed decisively according to this policy in upholding these standards.