Preface

RIKEN prioritizes a safe and comfortable work environment for RIKEN executive officers, employees, and all others engaged in work at RIKEN (below, "Employees") in compliance with laws and work regulations. Employees must conduct their duties in a fair and sincere manner, remaining aware of RIKEN's missions as stipulated in the Act on RIKEN, National Research and Development Institute, and the public nature of its operations. Reasonable opinions and requests will be responded to sincerely to improve our services and operations. However, if opinions are identified as customer harassment towards Employees, RIKEN will not leave the relevant Employees to handle it alone, but will take decisive action to protect them. Furthermore, we will take strict action regarding malicious cases, working jointly with external experts such as the police and lawyers.

Definition of customer harassment at RIKEN

Customer harassment in the workplace has 3 components. When (1) customers' words and actions in a workplace (2) exceed the limit of what is socially acceptable in light of the kind of work being performed by workers and other circumstances and thereby (3) damage the workers' work environment.

"Customers" refer to RIKEN's clients (including those who may purchase or use RIKEN's goods and services in the future), transaction counterparties (including those who may have transactions with RIKEN in the future), facility users (including those who may use RIKEN's facilities in the future), and those associated with RIKEN's other engaged business.

Examples of conduct considered customer harassment at RIKEN

The following types of conduct are considered customer harassment. These are merely examples and do not cover all possible cases.

• 1.Physical abuse (assault, injury, etc.)
• 2.Psychological abuse (threats, slander, defamation, insults, verbal abuse, forcing others to kneel in apology, etc.)
• 3.Intimidating words or actions
• 4.Continuous, persistent words or actions;
• 5.Restrictive words or actions (refusal to leave, lingering, confinement)

Respect for affected Employees

We will prioritize the dignity and integrity of Employees to prevent psychological and physical damage.

RIKEN's initiatives against customer harassment

Those affected must not try to handle customer harassment alone. When an Employee is subjected to customer abuse, the case should be shared and addressed at the institutional level by RIKEN. To do so, we will take initiatives such as clarifying our response to customer harassment with this policy, notifying and educating Employees of the policy, and developing a system for consultation and reporting when customer harassment occurs.

In addition, RIKEN will prohibit Employees from engaging in customer harassment toward others.

Response to customer harassment

To protect the dignity and integrity of Employees, RIKEN will decline any further business with a customer if RIKEN judges that their words and actions are customer harassment. For malicious cases, RIKEN will work jointly with external experts such as the police and lawyers to take strict action, including potential legal or police action.

Established October 1, 2026