T&D Insurance Group Basic Policy on Customer Harassment

T&D Insurance Group (the “Group”) conducts fair and adequate business activities with integrity and sincerity that lead to profits for our customers, with “customer-oriented” as the Group’s common value, in order to provide optimal and high-quality products and services tailored to customers' situations and needs.

However, if our customers, agents, or any other business partners engage in customer harassment, a behavior that denies the dignity or integrity of our employees, we will take a firm stance against such conduct, as we believe that protecting each and every employee is vital to us if we are to continue to provide high-quality products and services. We have therefore established the Basic Policy on Customer Harassment (the “Policy”).

Customer harassment in the Policy includes complaints or conducts of customers, agents, or any other business partners, wherein the means or ways of realizing the demands of the complaints or conducts are deemed undue in light of the social norms, and such means or ways might cause harm to the working environment of our employees. The following are examples of such conducts.

【Examples of Customer Harassment】

• Physical aggression (assault, bodily injury)
• Psychological aggression (threats, slander, defamation, insults, abusive language)
• Intimidating language/behavior
• Demanding employees to kneel down on knees and apologize
• Continuous (repeated) and persistent verbal and/or physical abuse
• Discriminatory language/behavior
• Sexual language/behavior
• Aggressive behavior or demands against our employees as individuals
• Slander against the company or our employees on social media or the internet

For any conduct by customers that the Group deems to be customer harassment, the Group will take firm and organized action after ensuring the safety of our employees.
In case the conduct is deemed to be extremely malicious, the Group will take resolute actions in consultation with the police, lawyers, or other external organizations as necessary.

The Group clearly states its stance on customer harassment through this Policy. In addition, we will develop the following organizational structure in accordance with the specific business activities and characteristics of each of our group companies.

• Make the Policy well known to employees.
• Establish methods, points of contact, and procedures for addressing customer harassment.
• Establish a system of consultation, mental and physical care, and reporting channels for employees.
• Provide continuous education and training for employees.

November 1, 2024
Approved by T&D Holdings Board of Directors