Chubu Electric Power Group Basic Policy on Customer Abuse

The Chubu Electric Power Group (hereinafter referred to as the “Group”) works diligently every day, listening sincerely to the valuable opinions and requests received from customers and business partners (hereinafter referred to as “customers, etc.”) in accordance with the Chubu Electric Power Group Corporate Philosophy.
The Group has established the Chubu Electric Power Group Basic Policy on Customer Abuse in order to ensure a work environment where each and every employee can feel secure both physically and mentally, and to build even better relationships with the customers, etc.
The Group will continue to work together as one to meet the expectations of our customers etc., and ask for your continued understanding and cooperation.

Definition of Customer Abuse

Claims and behavior from customers, etc., which, in light of the appropriateness of the content of the claims and behavior, are socially unacceptable as means and methods for realizing the demands, and which harm the working environment of employees.

Response to Customer Abuse

If it is determined that customer abuse has occurred, the Group may suspend or refuse to provide services after explaining the situation to the customers, etc. Furthermore, in cases that are deemed particularly malicious, the Group will take appropriate measures in cooperation with the police, lawyers, and other relevant parties.

Specific Examples of Customer Abuse

The following are specific examples of customer abuse, but this list is not exhaustive.

• Physical and psychological attacks (assault, injury, threats, slander, defamation, insults, verbal abuse)
• Intimidating behavior, demands to kneel down
• Persistent, relentless behavior
• Restraining behavior (refusal to leave, squatting, confinement)
• Discriminatory and sexually harassing behavior
• Attacks and demands on individual employees
• Photographing or recording employees without their consent, and disclosing such photographs or recordings or employee personal information on the Internet or other media
• Demands for unfair product exchanges, monetary compensation, and apologies

Implementation of Employee Training

All employees will be made aware of the basic attitude outlined in this policy, and necessary training will be provided to ensure appropriate responses to customers, etc.

End

June 6, 2025
Chubu Electric Power Co., Inc.

President & Director Hayashi Kingo