How we Handled External Complaints

Yokohama Rubber has prepared a complaint handling procedure manual to handle complaints, opinions, and requests from customers at domestic operations sites with the same quality and the same level, and also try to get as accurate information as possible.
Also, we will verify the situation upon receipt of any complaint by visiting the person who provided such information. We shall thereby notify the result after conducting relevant countermeasures in a proper manner.
We are applying numerous measures in order to achieve zero complaints from our local residents. Furthermore, by sharing information throughout the Group and gaining a proper understanding of this information, we will leverage this information to improve the products and services we offer and provide value to customers.
For FY 2013, we have continued countermeasures at the pollution source and environmental patrols. As a result, ten cases were recorded (three for noise and seven for odor), compared with the target of four or less. The three cases of noise consisted of one case of noise from demolition work, one case of speaker volume, and one cases of noise from internal conveyance, while the seven cases of odor consisted of six cases of rubber odor and one case of odor from factory demolition. All cases were responded to and the understanding of residents was gained.
In the same manner as for FY 2013, the entire Group will work together to achieve the goal of four or less cases per year during FY 2014.
Going forward we will make continuous improvements focused on odor control and noise and vibration control as we aim for zero external complaints.

The Number of Complaints against our Operation Sites and their Measures

Items	Our Goals (by FY2017)	Achievement of FY2013	Evaluation	FY2014 target
Complaints from Outside	FY 2017 target: 0	Ten complaints, goal not achieved (goal: four or less complaints)	×	4 cases or less of complaints

Changes in the Number of Complaints