HARASSMENT POLICY

Purpose

In alignment with Universal Studios Japan’s vision, mission, and values, we aim to make our park a safe place for Customers, business partners, facility users, and all other individuals involved in our company's operations (hereinafter referred to as “Guests”) and employees (hereinafter referred to as “Crew Members”). We are committed to upholding our company policies and abiding by government laws and regulations and have established a Customer Harassment Policy to protect our Crew Members’ rights and provide a clear understanding of the expectations from our Guests.

Customer Harassment Definition

Our company defines "customer harassment" as behavior or speech by guests in the workplace that, in light of the nature of the duties performed by crew members and other relevant circumstances, exceeds the socially acceptable limits and harms the working environment of the crew members.

In applying the above definition, our company considers not only laws and regulations but also general standards such as the "Customer Harassment Countermeasure Corporate Manual" issued by the Ministry of Health, Labour and Welfare, and interprets the matter as follows.

• Guests include those who have used our services as well as those who may use them in the future.
• If the content of demands is significantly lacking in validity or if the means or manner of enforcing the demand is particularly malicious, then such content, means, or manner exceeds the bounds of what is socially acceptable.
• Crew Members’ working environment is deemed harmed if they are subjected to physical and/or mental pain via verbal and/or physical actions that violate their personality and/or dignity making their working environment unpleasant and causing serious adverse effects on their ability to demonstrate their capabilities etc. which cause an unacceptable hindrance to their work.

Examples of Customer Harassment

Examples of Customer Harassment include, but are not limited to the following:

1. Examples of unreasonable requests:
   • No defect or negligence is found in the services or products
   • The demands are not related to the service or product
2. Examples of socially unacceptable manners and means in which achieving demands is likely to be deemed inappropriate regardless of their validity:
   • Physical attack (assault, injury, etc.)
   • Psychological attacks (threats, slander, libel, insults, verbal abuse)
   • Coercive behavior
   • Requests for “dogeza” (apology in the form of kneeling)
   • Continual, persistent behavior (repeating, insisting)
   • Restrictive behavior (refusal to leave, confinement, long telephone calls)
   • Discriminatory language or behavior
   • Sexual language or behavior
   • Attacks or demands directed at individual Crew Members (intruding on privacy, demanding to meet, stalking)
3. Examples of socially unacceptable manners and means in which achieving demands is likely to be deemed inappropriate considering their validity:
   • Defamation, slander, or attacks to our company or Crew Members via SNS (X, TikTok, Facebook, Instagram, etc.), internet, etc.
   • Excessive requests for refunds or exchanges
   • Excessive requests for compensation, benefits, or other services (money, coupons, tickets, express passes)
   • Excessive demand for apologies

Response to Customer Harassment

We hope to provide the best Guest service possible and will make every effort to address concerns that you may have by sincerely engaging in reasonable dialogue in an effort to achieve a resolution.

If, however, we believe that words or actions from our Guests constitutes as Customer Harassment, we will act promptly and in line with our policy which may include refusal of additional assistance or services, including revocation of tickets or passes and denial of future visits.

Additionally, if we believe the behavior is considered malicious or if dialogue is deemed impossible, we may request the Guest be removed from the property, report the matter to the police, or involve legal counsel or other agencies.

Company Actions

1. Educate our Crew Members on the policy and response methods
2. Reinforce communication services for Crew Members to report Customer Harassment
3. Establish response methods and procedures if Customer Harassment occurs or is reported
   • Create a framework for countermeasures and reoccurrences against Customer Harassment
4. Provide support services for Crew Members who experienced Customer Harassment
5. Establish a periodic review and implement adjustments to policies as needed

1. Basic Philosophy

Based on a corporate culture that respects all individuals, the Company provides an environment that enables job applicants, etc. to engage in the hiring process with confidence.
Furthermore, the Company will not tolerate any sexual harassment, abuse of authority, or any other form of harassment, as well as any discriminatory or inappropriate behavior towards job applicants, etc. Any officer or employee who violates these guidelines will be dealt with strictly in accordance with the Company's Work Regulations and other internal rules.
The selection process will be conducted based on applicants' abilities, experience, skills, job aptitude, and the requirements for performing duties, and it will be carried out through fair evaluation.

2. Code of Conduct in Hiring Activities

The Company's officers and employees adhere to the following in its hiring activities and internship programs.

3. Consultation Service

If you feel you have experienced harassment or other inappropriate conduct from the officers or the employees of the Company during your job-seeking activities, internships, etc., please contact the following consultation desk.
The Company will respond appropriately and promptly to the matters raised during consultation while also protecting the privacy of those seeking advice. Having consulted with the service or cooperated with an investigation will not affect the selection process or pass/fail decision or result in any adverse treatment.