Prometric Customer Harassment Policy

We at Prometric Japan Co., Ltd. (hereinafter referred to as Prometric) are committed to providing services that measure individuals' "ability, skills, and aptitude" "accurately, quickly, and efficiently" and to providing "better learning and employment opportunities" to everyone, thereby contributing to the "development and utilization of human resources" in society.

While providing services to realize this philosophy, Prometric listens sincerely to the valuable opinions and requests of Candidate and strives every day to provide services that satisfy them.

In these circumstances, some Candidate have been engaging in abusive language and making unreasonable demands against staff of Prometric and its contracted companies (Test Center) (hereinafter referred to as "staff"), a type of behavior that has come to be called "customer harassment" in recent years.

In light of this situation, we have formulated the "Prometric Customer Harassment Policy," believing that respecting the human rights of those who work there and ensuring a safe working environment are important issues in realizing the services we aim to provide.

We believe that responding appropriately to customer harassment is essential to meet Candidate' expectations and provide the service we aim to provide. We appreciate your understanding and cooperation.

At Prometric, we use Ministry of Health, Labour and Welfare 's "Corporate Manual for Countermeasures against Customer Harassment" as a standard to define "customer harassment" as a complaint or verbal or physical action made by Candidate against staff, where, in light of the appropriateness of the request made in the complaint or verbal or physical action, the means or manner in which the request is realized is socially inappropriate, and where said means or manner harms the working environment of staff, etc.

Prometric takes seriously the valuable opinions and requests we receive from Candidate and strives to provide services that satisfy Candidate, but will take firm action if any verbal or physical actions are found to be customer harassment.

Examples of behavior that constitutes customer harassment include time restrictions, repetitive requests, abusive language, nitpicking on the person handling the customer's case, threats, authoritarian requests, posting on social media, making excessive demands without a legitimate reason, and sexual harassment.

The following are examples of behavior that may be considered customer harassment, but are not limited to these.

• Physical attacks (assault, injury) and mental attacks (threats, intimidation, slander, libel, insults, abusive language, derogatory remarks and behavior, intimidating remarks and behavior) against staff etc.
• Sexual harassment, stalking, and discriminatory behavior towards staff members
• Prolonged detention at Test Center, related facilities, work spaces, or inquiry desk, continuous or persistent inquiries, refusing to leave, staying put, excessive repetition of the same requests or inquiries, and attacks or demands against staff or other individuals.
• Requesting staff members to disclose personal information (such as their full names) or posting such information on social media or the internet, thereby violating their privacy
• Taking unauthorized photographs or videos of staff, Test Center, related facilities, or work spaces, or recording conversations
• Any act that damages the credibility of Prometric or its staff
• Disobeying the instructions and warnings of staff, or entering Test Center or related facilities or work spaces without permission
• Requests for face-to-face interaction without reasonable justification
• Demands for apologies without reasonable justification (such as prostrating oneself on the grounds) or demands for punishment of staff members
• Repeated demands for accountability in cases where the service provider is at fault, despite the provider having fully fulfilled its responsibility