Basic Policy on Customer Harassment

CYBERDYNE, Inc. (“CYBERDYNE”) is working, through “Cybernics” technology — the fusion of bio/medical sciences with AI, robotics, and information technologies — to realize “Techno Peer Support Society,” a future society in which humans and technology coexist and support one another. CYBERDYNE recognizes that it is essential for everyone involved in its business, including its customers, to mutually respect one another’s personal dignity.

At the same time, in recent years, conduct that exceeds the bounds of what is socially acceptable — including demands beyond a reasonable scope, remarks that deny an employee’s personal dignity, violence, and sexual harassment — has become a social issue. In order to maintain a safe and comfortable working environment and to build and preserve good relationships with its customers and other stakeholders, CYBERDYNE will respond firmly wherever such conduct is confirmed, and will take an organized, company-wide response where necessary.

In light of the foregoing, CYBERDYNE hereby establishes the following Basic Policy on Customer Harassment.

1. Definition of Customer Harassment: CYBERDYNE defines “Customer Harassment” as complaints or conduct by customers and others in which the content of the demand is not reasonable, or in which the means or manner used to realize the demand is socially inappropriate in light of its reasonableness, and which harms employees’ working environment.

[Conduct Covered] *The following are examples and are not exhaustive.

Abusive language, verbal abuse, insults, remarks that deny an employee’s personal dignity, or discriminatory remarks
Assault, bodily injury, or damage to property
Threats or intimidation (e.g., suggesting a connection to antisocial forces, or hinting at posting on social media)
Prolonged restraint, refusal to leave, staying put without cause, or repeated phone calls or emails
Reopening matters that have already been resolved, or filing the same complaint with multiple departments
Pressure exerted by leveraging one’s position or status, or coercing an employee to prostrate themselves (“dogeza”) or produce a written apology
Summoning an employee outside company premises or to their home, or demanding a meeting without clarifying its purpose
Posting an employee’s personal information, photographs, audio, or video on social media without consent, or posting defamatory information
Unwanted physical contact, stalking, lying in wait, or sexual remarks or demands
Demanding monetary compensation, product exchange, or services beyond the scope of CYBERDYNE’s responsibility

(Based on the Ministry of Health, Labour and Welfare’s Customer Harassment Prevention Corporate Manual, published February 2022.)

2. CYBERDYNE’s Response to Customer Harassment

CYBERDYNE will carefully assess whether conduct constitutes Customer Harassment, and will continue to respond sincerely to legitimate opinions and requests.
Where conduct is determined to constitute Customer Harassment, CYBERDYNE may, after providing an explanation, discontinue its response or decline to provide the service.
CYBERDYNE will endeavor to provide care for the physical and mental well-being of affected employees and will support them as an organization.
CYBERDYNE may take legal action, including civil litigation or criminal complaints, in cooperation with external experts such as the police and attorneys.

This is an English translation of the original Japanese policy. In the event of any discrepancy between the English translation and the Japanese original, the Japanese original shall prevail.