Under the Group Management Philosophy, the Group Management Policy is to make the customers' lives its top priority, exercise creativity and offer, via our nationwide network, products and services necessary in every stage of customers' lives.

Setting forth the principles of behavior for the Group's officers and employees, the Japan Post Group Charter of Corporate Conduct encourages us to earn the trust of customers by meeting customers' expectations from the customer's perspective.
The Group values and utilizes customer feedback and pushes forward with customer-oriented business operations by working to establish a corporate culture where every officer and employee acts in compliance with the Group Management Policy and the Japan Post Group Charter of Corporate Conduct.

The JP Code of Conduct is our basic stance on the implementation of the Japan Post Group Charter of Corporate Conduct.

We offer convenient services leveraging the Group's network of post offices and similar facilities around the country and the diversity of our lines of business.
We will try to attentively listen to each customer's wishes and understand their diverse needs and purposes as we seek to offer products and services suitable for every customer with due consideration of the customers' knowledge, experience, age and other attributes.

After sale, we will carefully follow up with customers regarding their maintenance of their assets and their use of our insurance products and services.

Starting with listening to the customer feedback directed to our post offices, call centers and other related facilities across the country, we will also seek to improve and reform our products and services.

To ensure that customers choose financial instruments and services suitable for their needs, the Group provides important information such as the characteristics and risks of the products and services in an easy-to-understand manner with due consideration of the customers' knowledge, experience, age and other attributes.

We also continue to work to provide easy-to-understand explanations to customers regarding the expenses they pay for financial instruments and services.

In transacting with customers, the Group tries not to unjustly compromise customers' benefits due to, for example, conflicts of interest that may arise.

Through the development of human resources and other aspects of its business, the Group motivates all of its employee in the right way to ensure customers are the top priority. At the same time, employees' sales targets will be properly set and personnel appraisals will be properly conducted to thoroughly ensure business operations based on a customer's perspective.

The Policy is reviewed annually to improve our business operations in consideration of any changes in social situations or our economic environment, customer feedback and other factors.

As a Group-wide effort to increase customer satisfaction, the Japan Post Group has established the Japan Post Group Customer Satisfaction Promotion Liaison Meeting (hereinafter the "Liaison Meeting"). The Liaison Meeting meets every month and is chaired by the officer of Japan Post Holdings Co., Ltd. in charge of its customer satisfaction promotion department. Members of the Liaison Meeting are officers of Japan Post Co., Ltd., Japan Post Bank Co., Ltd. and Japan Post Insurance Co., Ltd. in charge of their respective customer satisfaction promotion departments. The Liaison Meeting shares customer feedback directed to these companies, their basic policies on customer-oriented operations and how they are followed, good practices, improvements needed at the time and in the future and measures to achieve them.
The status of the Liaison Meeting and the discussions that take place at them are reported monthly to the Management Meeting and reported quarterly to the Board of Directors.