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TOTO Group Customer Policy

Purpose: The TOTO Group exerts efforts to assure, maintain and enhance the satisfaction of every customer by continually offering products and services that surpass customer expectations.
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  1. The TOTO Group helps people lead healthy, comfortable and ecologically friendly lives through products and services that surpass customer expectations.
  2. The TOTO Group offers outstanding products through manufacturing based on the concept of given priority to quality.
  3. The TOTO Group ensures compliance with the laws of individual countries and regions and international standards in offering its products and services.
  4. The TOTO Group offers products and services that provide safe and comfortable use for its customers.
  5. The TOTO Group constructively provides customers with information that is reliable and effectively understood.
  6. The TOTO Group deals respectfully with customers' opinions and requests.
  7. To protect customer information, the TOTO Group abides by laws and the Company regulations on the protection of personally identifiable information.

Basic Policies for the Voluntary Action Plan Related to Product Safety

TOTO Group Compliance Policy

Purpose: The TOTO Group complies with laws and regulations, societal rules and other requirements in all of its corporate activities, aiming to achieve customer satisfaction through fair and transparent conduct.
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  1. All TOTO Group employees shall develop sensible business activities in transparent, fair ways, and sustain sound normal relationships with political organizations and governmental administrations.
  2. The TOTO Group shall abide by the laws and regulations of individual countries and regions, as well as international norms, develop business activities with respect for cultures and customs, and create business customs that are globally effective.
  3. The TOTO Group shall respect international standards, including the protection of human rights, and never shall be involved in forced or child labor, and encourage the members of its supply chain, including business partners, to respect international norms.
  4. In its business activities, the TOTO Group shall comply with related laws and regulations and international norms and the spirit of such laws, regulations and norms, and conduct and compete in business in a fair and transparent manner.
  5. The TOTO Group must never provide, for the purpose of seeking unfair profit and getting and maintaining preferential treatment, business entertainment, gifts or monetary compensation for acquisitions, etc.
  6. In the case of an unforeseen event, the management team shall demonstrate its commitment to solving the problem to both inside and outside the TOTO Group, finding the causes and taking measures to prevent recurrence, and the TOTO Group fulfills its social responsibility to disclose information and achieve accountability, define authority and responsibilities and take firm action even against the management team.

TOTO Group Human Resources Policy

Purpose: Based on respect for human life and dignity, the TOTO Group continuously develops creative and self-sufficient human resources and contributes to greater employee satisfaction and creation of the living culture of customers.
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  1. The TOTO Group respects basic human rights and does not discriminate against people based on race, belief, gender, social status, nationality, disability, employment status, age, religion and other such factors.
  2. The TOTO Group respects individuality, supports skill development that makes use of the individual's strengths and uniqueness, fairly assesses the abilities and achievements of workers, and treats them appropriately.
  3. The TOTO Group respects diversity, individuality and mentality toward taking on challenges, and creates a climate that allows each individual to voluntarily think and make effective use of his/her skills and creativity to achieve self-realization.
  4. The TOTO Group develops an environment for introducing approaches such as flexible working styles and supports an effective work-life balance.
  5. The TOTO Group promotes the practice of everyday safety and health activities and health of the mind and body, aiming to create a comfortable work environment.

TOTO Group Communication Policy

Purpose: In order to remain a company needed by society, the TOTO Group strives to increase the satisfaction of its stakeholders through communication, to promote prompt and appropriate collection, disclosure and use of information, and to work in cooperation with the stakeholders.
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  1. The TOTO Group establishes a system of prompt and appropriate collection of all information concerning the Group to actively gather such information.
  2. The TOTO Group strives to disclose information that affects both its stakeholders and the Group's corporate value in a fair, timely and clear manner, irrespective of whether the information pertains to the Group's benefit or disadvantage.
  3. The TOTO Group establishes a system of incorporating information obtained through its communication efforts into its corporate activities, and strives to make effective use of such information.
  4. The TOTO Group complies with applicable laws and regulations when collecting, disclosing and using information, and pays particular attention to the protection of personal and customer information.
  5. The TOTO Group maintains communication based on its IR policy for ensuring transparency and fairness of information disclosed to its investors.
  6. The TOTO Group strives to abide by its policy by inspecting and readjusting such activities when necessary.

TOTO Group Global Environment Policy

Purpose: The TOTO Group considers conservation of the global environment to be one of the most important issues in need of addressing and contributes to the creation of a sustainable society by promoting highly environmentally conscious corporate management.
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  1. The TOTO Group develops water-saving, air-cleaning and other environmentally friendly products and services and contributes to reducing the loads on the global environment.
  2. The TOTO Group reduces environmental loads in every process of its business activities.
  3. The TOTO Group builds an environmental management system for making continuous improvement.
  4. The TOTO Group strives for conservation and sustainable utilization of biodiversity.
  5. Through active communication, the TOTO Group aims to achieve a better global environment.

TOTO Group Corporate Citizenship Policy

Purpose: The TOTO Group aims to find solutions for issues in local communities and at a global scale, and effectively uses its management resources for activities aimed at social contribution and coexistence with communities.
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  1. The TOTO Group fulfils its corporate mission by conducting activities that contribute to creation of an affluent and comfortable living culture, with a focus on plumbing.
  2. As a good corporate citizen, the TOTO Group conducts activities that contribute to the promotion, maintenance and development of local society, thereby contributing to community development.

TOTO Group Security Policy

Purpose: The TOTO Group recognizes that the protection and appropriate safety management of its information assets and all other management assets held by the TOTO Group is an extremely important social responsibility. The TOTO Group ensures that all of its employees understand this policy, strives to provide products and services that customers feel secure using, and continuously improves its security. Through these efforts, The TOTO Group aspires to be a company that is trusted by its customers.
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  1. Providing reliable products and services
    The TOTO Group strives to provide products, services and information that make customers feel secure using them by ensuring the safety and reliability to prevent the leaking of confidential information and implementing thorough security control of customer information and other types of information held.
  2. Legal compliance
    The TOTO Group complies with laws and regulations and with international standards for security, and strives to conform to the standards in the countries and regions in which its businesses are promoted.
    *In view of the importance of personal information, the TOTO Group strives to protect such information based on the separately stipulated TOTO Group Privacy Policy.
  3. Establishment of security areas
    The TOTO Group establishes security areas aimed at protecting management assets it possesses and manages such assets appropriately in each area. The TOTO Group strives to ensure safety of people in security areas at the same time as implementing safety management of assets in those areas.
  4. Education and training
    All employees are continually educated and trained regarding security and informed of appropriate management and proper use of assets.
  5. Response to accidents
    In case of an accident concerning security, the TOTO Group promptly identifies the cause and implements appropriate measures, which include prevention of recurrence.
  6. Continuous improvement
    The TOTO Group regularly inspects and assesses the level of security and status of compliance for continuous improvement.

TOTO Group Universal Design Policy

Purpose: The TOTO Group, in manufacturing products that are used daily by a diverse array of people, contributes to the creation of a society that allows as many people as possible to live comfortable lives. It does this by offering easy-to-use products and services to as many customers as possible, suited to nationality, gender, age, physical ability and other such characteristics.
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  1. The TOTO Group contributes to the creation of living environments and social infrastructure that allow as many people as possible to live comfortable lives by creating new value in life through offering easy-to-use products and services.
  2. The TOTO Group develops corporate citizens who contribute to society through education on and practice of universal design.
  3. The TOTO Group actively engages in bidirectional communication with the public to contribute to the widespread use and promotion of universal design.

TOTO Group Purchasing Policy

Purpose: The TOTO Group fulfills its corporate responsibility in all aspects of business management, the environment and society, and carries out balanced activities with the aim of achieving sustainable development of businesses, society and the Earth. Through fair and equitable purchasing and in cooperation with suppliers, the TOTO Group continues to offer valuable products and services for customers.
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  1. Partnership in mind
  2. Fair and equitable transactions
  3. Priority given to business with superior suppliers
  4. Compliance with laws, regulations, and ethics
  5. Consideration for the environment

TOTO Group Safety and Health, and Disaster Prevention Policies

Purpose:
  1. The TOTO Group aims to achieve zero industrial accidents and zero cases of occupational illness, and to create a comfortable work environment.
  2. The TOTO Group takes measures to prevent fire, storm and flood damage, and other disasters, and to minimize damage from disasters.
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  1. Safety and health
    1. The TOTO Group complies with laws and regulations related to safety and health, and with the standards of the TOTO Group.
    2. The TOTO Group carries out safety- and health-related efforts in every process of its corporate activities.
    3. The TOTO Group makes effective use of its safety and health management system to implement continuous improvement.
    4. The TOTO Group strengthens its ties with Group companies and partner companies, aiming to create a better work environment with their cooperation.
    5. The TOTO Group actively cooperates with the safety and health activities of the competent authorities and relevant organizations.
  2. Disaster prevention
    1. The TOTO Group complies with laws and regulations and internal rules related to disaster prevention.
    2. The TOTO Group takes measures to prevent fire, storm and flood damage, and other disasters, and to minimize damage in times of disaster.
    3. The TOTO Group strengthens its ties with Group companies and partner companies and promotes daily activities for disaster prevention management.
    4. The TOTO Group strengthens its ties with the competent authorities, related organizations and local communities, and promptly discloses information in the case of fire, leakage of toxic substances, or other accidents, in endeavoring to ensure the safety of local communities.

TOTO Group Risk Management Policy

Purpose: The TOTO Group continuously eliminates all causes of interruption in the achievement of its management policies to fulfill its social responsibility and maintain the Group's public credibility. In the event of an emergency, the Group makes every effort to minimize the impact on stakeholders as much as possible, develops appropriate measures to prevent recurrence, and strives to regain the trust of relevant parties.
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  1. The TOTO Group strives to prevent crises when there is a risk.
  2. The TOTO Group places the highest priority on ensuring the safety of human lives.
  3. The TOTO Group carries out its activities while avoiding any harm to the health and interests of relevant parties.
  4. The TOTO Group works immediately to resolve situations in which damage is caused, minimize impediments to its business activities, and maintain a stable supply of products and services.
  5. The TOTO Group puts forth efforts to prevent recurrence of crises that have been resolved.

TOTO Group Privacy Policy

Purpose: The TOTO Group recognizes that the protection and appropriate safety management of its customer information and all other personal information held by the TOTO Group is an extremely important social responsibility. The TOTO Group ensures that all of our employees understand this policy and implements measures for promoting protection of personal information. Through these efforts, The TOTO Group aspires to be a company that is trusted by its customers.
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  1. Legal compliance
    The TOTO Group complies with laws and regulations and with international standards for protection of personal information, and strives to conform to the standards in the countries and regions in which its businesses are promoted.
  2. Protection of personal information
    Customer information and all other personal information is protected from leakage, forgery, destruction, etc. through appropriate measures for protection based on the Privacy Policies of TOTO and its Group companies (declaration of the notion of and policy on the protection of personal information).
  3. Provide reliable products and services
    The TOTO Group strives to provide products, services and information that make customers feel secure using them by implementing comprehensive control of customer information and other types of personal information held and ensuring the safety and reliability of the information system.
  4. Education and training
    All employees are continually educated and trained regarding protection of personal information and informed of appropriate management and usage of personal information.
  5. Response to accidents
    In case of an accident involving loss or leakage of personal information, the TOTO Group promptly identifies the cause and implements appropriate measures, which include prevention of recurrence.
  6. Continuous improvement
    The TOTO Group regularly inspects and assesses the level of protection of personal information and status of compliance for continuous improvement.

TOTO Group Intellectual Property Policy

Purpose: The TOTO Group respects intellectual property (patents, design, trademarks, copyrights, trade secrets, etc.) and appropriately protects, manages and uses its intellectual property constituting the source of the distinctive characteristics of TOTO as it seeks to increase the value of the TOTO brand and provide products that are valuable and reliable for customers.
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  1. The TOTO Group complies with laws and regulations on intellectual property in each country.
  2. The TOTO Group develops and implements an intellectual property strategy linked to its business strategy and research strategy.
  3. Based on the intellectual property strategy, the TOTO Group appropriately protects and manages the achievements of research and development as intellectual property, makes active use of it, prevents leakage of technologies and expertise held, and strengthens its business activities.
  4. The TOTO Group respects the intellectual property of third parties and promotes activities to prevent problems related to intellectual property.