Policy on Customer Harassment
1. Introduction
ENECHANGE Ltd. is an energy technology company guided by its mission, “CHANGING ENERGY FOR A BETTER WORLD.” We strive to deliver valuable services to our customers and society.
We value the trust of our customers and are committed to continually improving our services. At the same time, we consider it an important responsibility to protect a workplace in which our employees and business partners can work with confidence and peace of mind.
Customer feedback is invaluable in helping us improve our services. However, we will take a firm stance against unreasonable demands and conduct that causes significant emotional distress. We have established this Policy to foster sound and constructive relationships with our customers.
2. Definition and Examples of Customer Harassment
ENECHANGE defines customer harassment as complaints, demands, or conduct by customers where, in light of the reasonableness of the underlying request, the means or manner used to pursue that request are considered inappropriate under generally accepted social norms and thereby adversely affect the working environment of our employees.
Examples include, but are not limited to:
・Physical or psychological abuse—including assault, threats, defamation, insults, or abusive language—or other intimidating conduct
・Repeated or persistent conduct, or conduct that unduly restricts a person’s movement or time
・Discriminatory or sexual remarks or conduct
・Unreasonable or excessive demands for services
・Demands for product replacement, monetary compensation, or an apology without legitimate grounds
・Personal attacks on, or demands directed at, individual employees
・Defamation or abusive content posted on social media or elsewhere online
・Any other conduct deemed grossly inappropriate under generally accepted social norms
3. Our Response to Customer Harassment
(1) Internal Measures
To protect our employees from customer harassment and ensure that we can continue to provide our customers with appropriate services, we will take the following measures:
・Communicate this Policy internally and promote awareness
・Provide employees with training on customer harassment and appropriate response procedures
・Establish and operate internal consultation channels for customer harassment
・Provide care and support to employees affected by customer harassment
・Collaborate with external specialists to ensure an appropriate response
(2) External Response
・If conduct determined to constitute customer harassment is identified, we will, as a general rule, decline to provide further services, continue business transactions, or otherwise engage with the customer concerned in any way.
・Where necessary, we will consult the police, legal counsel, or other appropriate authorities and take strict action, including legal measures.
4. A Request to Our Customers
If a customer engages in conduct that constitutes customer harassment, we will respond in accordance with this Policy. We appreciate your understanding and cooperation.
We remain committed to building even stronger relationships with our customers.
Established: October 1, 2026
ENECHANGE Ltd.