Customer Engagement

We are committed to building strong relationships with our customers, our most important stakeholders, in accordance with our customer-oriented basic policy, by always being close to our customers, listening sincerely to their voices, and valuing their perspectives as the axis of our actions.

We aim to achieve a balance of both social value and corporate value by transforming ourselves into a financial services group for the new era by developing a wide variety of products and services that leverage the financial expertise and strengths we have cultivated over our long history. Toward this end, we are always committed to correct our conduct from the perspective of corporate ethics and social norms, and we fulfill our responsibilities to our customers by addressing our customers with sincerity, politeness, and integrity.

In order to build a lasting relationship of trust with our valued customers, we will provide the following customer-oriented services.

• We listen carefully to what our customers have to say, and strive to provide careful and easy-to-understand explanations.
• We will always receive our customers' opinions with integrity without forgetting to maintain an attitude of "gratitude" toward our customers.
• We sincerely strive to improve our operations and services based on customers’ opinions.

We believe that the improvement of our employees' work environment is important to provide better service in serving our customers. Therefore, we will take decisive actions to respond to the behaviors such as listed below, including revocation of memberships based on our credit card membership agreement.

• Inquiries that may interfere with responses to other customers' inquiries by taking a long time or repeatedly asking for a response.
• Disruptive, intimidating, or threatening behavior to our employees, or other actions that may pose a concern for the safety of our executives and employees.
• Requests beyond the scope of providing products and services normally required as set forth in the credit card membership agreement.

We provide safe and secure products and services to enable our customers to realize a lifestyle of abundance.

We have established an internal qualification system to enhance the skills of our employee’s credit assessment process for the purpose of providing appropriate credit amounts or limits to each and every customer. Through these initiatives, we strive to enable our customers to use our credit services and products in a sound manner. Specifically, we have established a credit expert evaluation system to maintain and improve credit accuracy, and we " find, train, and promote" personnel who possess potentials to become experts in credit assessment, and appoint them to special positions as "credit experts" by issuing official personnel announcements.

While the cashless society is fully underway in Japan, new payment instruments are being introduced at an accelerated pace, and e-commerce is flourishing, criminal activities are also becoming more technologically sophisticated and advanced. In order to prevent victimization by crimes, we strengthen system security for online use and take prompt action in the event of fraudulent use by unidentified individuals, as well as implement the following measures.

We conduct a variety of financial education and awareness activities in cooperation with local governments and various institutions. Specifically, we contribute to improve the financial literacy of our customers through initiatives aimed at educating the next generation, holding public lectures on the prevention of multiple debts, and disclosing content for new adults on our website.

We believe it is necessary to improve the quality of our executives and employees' sales activities and to build sound and lasting relationships of trust with our business partners, such as member merchants, who are in direct contact with our customers, so that our customers can use our products and services safely and securely.

We promptly, accurately and highly transparently disclose important information, such as product information, service revision information, and information leaks, through appropriate media such as our website.

We strive to avoid false or misleading expressions and representations in all points of contact with customers, including the delivery of products and services, advertisements, promotions, and our websites. In addition, in our marketing activities, we comply with all applicable laws and regulations and internal company rules, and ensure that our content and expressions do not infringe on the trust or reputation of others or cause misunderstanding or discomfort, and that we conduct our marketing activities responsibly.

We comply with all relevant laws and regulations and participate in industry initiatives such as the Japan Consumer Credit Association and the Japan Financial Services Association. Specifically, we support the relevant codes and guidance stipulated by each organization, including the Japan Consumer Credit Association's self-imposed rules for voluntary initiatives aimed at ensuring fairness and sound development of credit transactions and protecting the interests of purchasers, as well as the Financial Services Association's more stringent basic self-regulatory rules based on the provisions of the Money Lending Business Act and other laws and regulations. We are also a member of various other groups and organizations that contribute to the safe and secure economic activities of our customers.

To put into practice our basic philosophy of "contributing to society by enabling customers to realize lifestyles of abundance", we shall make various efforts to meet the needs of each and every customer so that no one is left behind in accessing and using the financial services they seek for.

We are working on the following measures for our customers who use our products and services.

We will make the following efforts to serve customers who require special consideration.

We aim not only to meet but also to exceed our customers' expectations. We listen sincerely to our customers and develop and improve our products and services from the customers' perspective. In addition, to earn the trust of our customers, we consider our customers as our first priority and strive to serve them in a truthful and impartial manner.

We are committed to providing high quality services to satisfy our customers in every aspect of our business. We regularly survey our executives and employees to assess their level of awareness and conduct a variety of training programs to improve the quality of our customer service. Compliments received from customers are shared throughout the company to encourage our executives and employees.

With the aim of becoming " a financial services group for a new era that creates value from the customer's perspective," we sincerely listen to the opinions and requests of our customers and link the voice of customers to the improvement of our products and services. We have established a system to collect and consolidate customer opinions in our internal database "customer voice’s site," analyze and survey customer opinions, and then review and improve our services and products on a company-wide basis.

We believe that the use of digital technology is essential for us to continue to provide products and services that meet our customers' expectations. To this end, we are working to develop DX talents and foster an internal culture that sparks innovation. In addition, through collaboration and co-creation with companies that possess cutting-edge technologies, we will realize the creation of new products and services that meet the needs of the times and pursue user-friendliness for our customers by harnessing customers’ voice.

From the viewpoint of protecting customers' interests and improving convenience, we review and improve our operations as follows.

We continuously strive to provide our customers with appropriate information and explanations about the fees and details of contracts for transactions, products, and services, in accordance with the customer's knowledge, comprehension, experience, status of use, and purpose of transactions.
We will also ask our business partners to take appropriate actions to provide customers with appropriate information and explanations.

When we receive consultations complaints, or other such requests from customers, we will respond to them fairly, promptly, and appropriately with a sincere attitude, and endeavor to resolve the issues with the customer's understanding and consent. We also strive to respond to customers from the customers' perspective and improve our products, services, and operations from the customer's point of view.

We regard the appropriate management of personal information entrusted to us by our customers as an important management issue, and we will acquire customer information appropriately in accordance with laws and regulations, and will not handle such information beyond the scope of the purposes of use or provide it to outside parties without the customer's consent, except as stipulated by laws and regulations. In addition, we take necessary and appropriate measures to prevent unauthorized access to, leakage or loss of information, and appropriately manage customer information in accordance with our "basic policy on information security" and "personal information protection policy".

When we outsource our business to outsourcing vendors in the course of transactions with our customers, we require them to take appropriate measures to ensure that customer information is handled properly as well as the way in which they respond to our customers.

We use the term "compliance" not only to mean "observance of laws and regulations", but also in a broader sense to include observance of social norms such as ethics, as well as internal rules and regulations. We position the thorough implementation of compliance as a basic management principle and strive to establish and promote an internal compliance system.

To earn the trust of our stakeholders, we have established The Orico Group Code (Oricoad), a code of conduct for all executives and employees to conduct business with higher ethical standards and to promote fair corporate activities. Orico has also established the Orico Helpline, an internal and external whistleblower and consultation contact point, to prevent, detect early, and correct inappropriate conduct. In addition, the compliance committee examines overall compliance issues and problems in the Orico group and discusses and deliberates on a wide range of measures to ensure that compliance becomes widespread and takes root in the company.

We have established a basic policy against antisocial forces to eliminate any relationships, including transactions, with anti-social forces such as organized crime groups that pose a threat to the order and safety of civil society. In addition, we conduct periodic employee training for all executives and employees to raise their awareness and ensure that they are fully aware of the importance of our initiatives.

n response to the recent tightening of regulations on international money laundering and terrorist financing , "money laundering and terrorist financing", of financial institutions, we have positioned the prevention of money laundering and terrorist financing as one of the most important management issues and have established a basic policy against money laundering and terrorist financing and are working on its implementation. In addition to implementing the various procedures required of specified businesses in specified transactions, we conduct periodic training for all executives and employees to foster awareness and ensure thorough implementation of our efforts.

We have long been committed to maintaining the soundness of our anti-bribery system by establishing comprehensive standards, including those for public servants, in our "procedures for entertainment and gift-giving". In addition, with respect to entertainment and gifts overseas, the Ministry of Economy, Trade and Industry's "Guidelines for the Prevention of Bribery of Foreign Public Officials" requires companies doing business outside Japan to establish an anti-bribery system as part of their internal control system, we have established anti-bribery rules and regulations and are working to prevent the provision of entertainment and gifts to foreign public officials and others through the appropriate application of these rules and regulations. Involvement in bribery could lead to a loss of public trust in our company and could also have serious repercussions that could shake the very foundation of our company's existence. Therefore, we are united in our company-wide efforts to prevent bribery and take a firm stand against such bribery.