Improving the Quality of our Services

We take customer feedback as an issue for the entire organization and are working to improve our services and responses. We register customer feedback in our management system, and by investigating, recording, managing, and reporting on it, we work to prevent recurrence and improve our services and products.
Customer feedback is divided into two categories: feedback about us and feedback about member stores' sales methods and responses. The relevant department consolidates feedback made to us. A structure is in place whereby the relevant department reports to the President and Director once every two weeks, and we are taking action. Feedback provided to member stores is discussed at the Credit Committee, held once every two months in principle, and reported to the Executive Management Meeting every six months. Matters deemed important by the President and Director are reported to the Board of Directors.

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.

Orico has created dedicated inquiry contact points for each business segment such as our credit card, installment sales, and rental guarantees businesses. These contact points are staffed by specialized personnel who are ready to assist customers with their inquiries. In addition to traditional support channels like email and phone, we also provide credit card support through chatbots.
In particular, we practice responsible lending for customers facing difficulties based on their income and usage conditions. We provide support tailored to our customers' needs through temporary payment schedule changes and offering alternative products. The requirements for payment schedule changes and alternative products are defined internally to ensure consistent and customer-centric services. To foster a culture of continuously improving skills to better support our customers, we hold an annual nationwide contest called the "Orico Challenge Cup" and award the title of "Grand Master" to those who achieve remarkable results. We also encourage the acquisition of specialized qualifications, such as credit counselors, to strengthen our ability to meet customer demands.

We aim to enhance customer satisfaction, use customer feedback to improve our operations and create new services using tools such as NPS (Net Promoter Score).

We are committed to ensuring that our sustainability management is of value to a wide range of stakeholders, and we have established opportunities for dialogue with investors, industry groups, peer companies, shareholders, customers, and others.

We believe it is essential to enhance the quality of our staff's sales activities and establish a healthy relationship of trust with our business partners, including affiliated stores, to ensure that customers can use our products and services safely and with peace of mind.

When conducting transactions with our business partners, such as affiliated stores, we verify their management policies, sales products, and sales methods. We also carry out awareness-raising activities and provide guidance on compliance with relevant laws and regulations, as well as on handling personal information and information security measures. We maintain sound business transactions through investigations when entering into new transaction contracts and regular mid-term inspections throughout the duration of the contracts.

To ensure the integrity of our transactions, we conduct various checks during the contract period with our business partners, including those based on legal requirements. We also collaborate with external companies and strengthen our management system through the use of AI for alert management. These digital technologies contribute to the enhancement of our management practices.

We collaborate with local governments and institutions to conduct various educational activities related to raising awareness in areas related to finance. Specifically, we are working towards enhancing our customers' financial literacy through initiatives such as educational efforts for the next generation, public lectures aimed at preventing multiple debts, and the online disclosure of resources tailored to newly-of-age individuals.

We have established the The Orico Group Code as our Corporate Philosophy and the code of conduct for the entire group. This code outlines the key points and necessary measures for ensuring the proper operation of our money lending business and establishing the internal systems required to protect the interests of borrowers and others. In this context, we have established guidelines for advertising related to loan contracts, among others, based on the Money Lending Business Act and related laws and regulations, as well as the basic rules for voluntary regulations concerning the business management of the money lending industry set out by the Japan Financial Service Association, while fully recognizing the importance of advertising and marketing. The Orico Group Code stipulates that employees must be careful to ensure that the content and wording of advertisements are fair and do not include false or exaggerated claims or cause social discrimination or human rights violations. Specifically, we conduct training for new employees, training at the time of promotion to management positions, compliance training for different levels of employees, and a compliance seminar for our executives and officers and the executives of our group companies every year to ensure that all employees follow The Orico Group Code. This helps us to carry out responsible advertising, marketing, and promotions that comply with relevant laws and regulations, as well as voluntary rules of the industry.

Orico has established a New Business and New Product Committee to evaluate and verify risks related to significant new business ventures and products. The committee is currently chaired by an Executive Officer (Shinya Uda) and consists of nine members. The committee's activities are regularly reported to the management meetings.

Orico actively expands into rapidly growing Asian markets to enhance the financial access of all. Leveraging the expertise we have cultivated in Japan, we aim to support the realization of a prosperous life for local people and contribute to the development of the communities by providing sustainable financial services that meet the needs of our customers. In addition to our first international venture in Thailand in 2015, we established an additional auto loan company in the Philippines in 2019. In 2021, we acquired an auto loan company in Indonesia, thereby expanding our business networks to include three more countries in Asia. We will continue taking on challenges to provide our financial services to even more people.

To promote the development of new services and products utilizing digital technology, we have introduced an internal proposal system called "Orico DX Place". Ideas submitted through this system undergo internal voting and are adopted as proposals for new businesses or operational improvements. Going forward, we will leverage digital technology to create new businesses and enhance existing ones, thereby improving the accessibility of financial services.