Basic Policy on Customer Harassment
ORIX Group
1. Introduction
ORIX Group (hereinafter referred to as the "Group" or “we”) strives to practice sincere and ethical conduct in its relationships with all stakeholders.
We also believe that maintaining an environment where all employees and individuals engaged in the Group's operations (hereinafter referred to as "Employees") can work with peace of mind and safety is an important factor in conducting our business sustainably and meeting the trust of society.
Based on these principles, we will endeavor to sincerely listen to the voice of each customer and respond with integrity. However, we also believe that responding appropriately to acts that constitute customer harassment will help us meet the expectations of all customers and lead to the provision of better services.
For this reason, our Group has established and published this "Basic Policy on Customer Harassment."
2. Definition of Customer Harassment
Our Group defines customer harassment as "words or actions by customers and business partners that exceed the scope of what is socially acceptable in light of the nature of the work performed by our Employees and are harmful to the work environment of our Employees." Examples of acts that constitute customer harassment include, but are not limited to, the below:
- Physical attacks (assault, injury, etc.)
- Psychological attacks (threats, slander, defamation, insults, abusive language, etc.)
- Intimidating words or behavior
- Demands for dogeza, or prostrating apologies
- Persistent or relentless words or behavior
- Restrictive behavior (refusal to leave, staying without permission, confinement, prolonged phone calls, etc.)
- Discriminatory words or behavior
- Sexual words or behavior
- Personal attacks or demands directed at individual Employees and posting personal information of Employees on social media/the internet (including publication of photos, audio, or video, and words or behavior suggesting such actions)
- Unreasonable demands or demands for special treatment, and demands for monetary or other compensation lacking validity
- Demands for apologies lacking validity
- Demands without justification or demands completely unrelated to products or services
- Demands that significantly exceed the services contemplated under contractual or other arrangements
- Demands that are extremely difficult or impossible to address
3. Response to Customer Harassment
We will endeavor to provide courteous service to prevent customer harassment from occurring. However, if the Group determines that an act constituting customer harassment has taken place, we may suspend or decline to provide service after explaining the situation to the customer.
If we determine that the customer harassment is particularly malicious, we will contact and consult with external specialists such as the police and lawyers and take strict action.
In addition, we will take continuous measures to fulfill our responsibility as a business operator to protect the safety and health of our Employees.
Last Updated: August 19, 2026