We at Japan Post Bank aim to become the most accessible and trustworthy bank in Japan guided by the needs and expectations of our customers. With this as our management philosophy, we established our Basic Policy on Fiduciary Duties in June 2017 to ensure the happiness of all our customers across Japan and our employees.
We continuously review this Basic Policy in light of the Japan Post Group's Basic Policy on Fiduciary Duties. To further instill the spirit of "Customer-Oriented Business Operations," we have engaged in repeated discussions about our customer-oriented philosophy with our employees—who interact with customers daily—and with management. We have newly established the following Three Guidelines in June 2026 as the decision-making criteria to be shared by all employees.
○ Guideline 1 | Being a Lifelong Partner to Our Customers
We treasure the "trust" we have built through the "approachability" and "courtesy" we have delivered since our founding. By understanding and empathizing with our customers’ lives and aspirations, and by thinking through the absolute best solutions for them, we will stand by our customers throughout their lives.
○ Guideline 2 | Delivering Tailored Value Anytime, Anywhere, and Through Any Connection
Whether at our service counters, through our apps, or anywhere across the nation—we, as the closest partner walking alongside our customers through life, deliver the experience and value best suited to each individual.
○ Guideline 3 | Continuously Evolving
To remain a lifelong partner to our customers, we will always listen closely to their voices and never settle for the status quo. We will continue to evolve as an institution valued by society.
We take careful note of comments received from customers, and, based on the guidelines above, strive to become a truly trustworthy company. In line with this Basic Policy, our management team exercises leadership, striving for continuous improvement and innovation of our products and services as part of our contribution to stable asset building for customers and sustainable economic growth.
1. Establishing a corporate culture focusing on customer-oriented business operations
- Our management philosophy commits us to innovating in our management and business operations in response to requests from customers and changes in the business environment, pursuing customer-oriented financial instruments and services, and increasing our specialist capabilities so as to provide services that meet the expectations of our customers. We will work to firmly implant this approach as our corporate culture and engage in initiatives to put it into practice.
- In collaboration with our business partner Japan Post Co., Ltd., we will engage in customer-oriented business operations for increased customer satisfaction.
2. Developing/Provision of High-quality, Customer-oriented Financial Services
- We will strive to develop safe and secure products and services that are easy and convenient to use, including the reinforcement of cashless payment services and digital services, and aim to respond to a wide range of diverse customer needs by using various service delivery channels (face-to-face, self-service, remote, and digital) that combine our extensive nationwide branch network centered on post offices, which is where our strength lies, with digital channels.
- As a financial institution that provides reliable and thorough financial services safely and securely to anyone and everyone throughout Japan, we will work to enhance our services and facilities so that they can be used with confidence and convenience by all customers, including those who are elderly or have physical disabilities.
- Based on customer comments received by our nationwide sales offices and the Call Center, we will seek to improve and innovate our products and services.
- In particular in the field of asset management products, we will seek to enhance our product range so that customers can select appropriate products that match their level of knowledge, experience, asset status, and purpose of purchase. We will also review our products and services as necessary by working with their providers in a timely and appropriate manner and understanding efforts of the providers, based on the sales situation of the products and services, the relevant attributes of our customers, and comments received from our customers.
3. Providing customer-oriented information and consulting services
- We will offer products and services likely to benefit the interests of customers in view of their level of knowledge, needs, investment experience and other factors. In addition, before customers use our products and services, we will ensure they have a proper understanding by giving them an adequate explanation of the associated risks and other aspects.
- In particular in the field of asset management products, to assist customers with investment decisions and product selection, we will provide clear information for each product or service on the associated fees and other data and give careful relevant explanations, after understanding what kind of target customers the providers of the product/service assume.
- When necessary, such as when there are major changes in the asset management environment, we will provide information on market conditions, product management status, and other factors to assist customers with investment decisions as part of a timely and dedicated follow-up service.
- We will respond to diverse customer needs in asset management and other areas by providing materials, arranging seminars, and providing other support to help them improve their knowledge of finance and investment and understand market trends.
4. Improving the system for managing conflict of interest
- To ensure that the customer interest is not exposed to unfair prejudice, we will ensure comprehensive management of conflicts of interest relating to customer transactions.
5. Fostering human resources/performance evaluations
- To provide accurate consulting and reliable office services in response to diverse customer needs in asset management and other areas, we will foster staff equipped with the specialist knowledge to enable them to carry out their duties appropriately.
- So that each individual employee acts with the customer as the foremost priority, we will include efforts to improve customer service and similar considerations in our evaluation of employee performance.
6. Status update
- We will regularly assess the status of activities based on this policy and publish the results.
- In order to deliver high-quality products and services responsive to customer comments and changing market environments, this policy will be reviewed every year.