Policy on Representation and Information Related to Products

Accurate Product Information and Appropriate Advertising

Toshiba Group provides accurate product information and executes appropriate advertising in accordance with the Toshiba Group Standards of Conduct, the Code of Fair Competition for Home Appliances^Note1 and other policies. Quality assurance organizations of in-house companies and affiliated companies monitor the safety standards of the countries where products are marketed and technical standards such as the UL Standards^Note2 and CE Marking^Note3 to ensure that their product labeling is in compliance with the relevant standards.

In March 2005, the Toshiba Group Advertising Control Standards was established to which all organizations concerned are required to adhere.

• Toshiba Group Standards of Conduct Chapter 1 1.Customer Satisfaction
• Toshiba Group Standards of Conduct Chapter 1 14. Advertising

Note1)

Code of Fair Competition for Home Appliances: Authorized by Japan Fair Trade Commission in 1978 in accordance with the Act against Unjustifiable Premiums and Misleading Representations, implementation of this code is governed by the Home Electric Appliances Fair Trade Conference. The code specifies prohibition of misleading representations, matters requiring representation, standards for representation of certain matters, etc. The objective is to contribute to consumers' 'well-informed selection of products, prevent inducement of customers by means of unjustifiable premiums and misleading representations, and ensure fair competition.

Note2)

UL Standards: Safety standards issued by Underwriters Laboratories Inc., a U.S. not-for-profit product-safety testing and certification organization. UL has developed standards for materials, products and facilities.

Note3)

CE Marking: This mark indicates that the product bearing it is in compliance with safety standards of the European Union (EU). CE Marking is mandatory is mandatory for certain types of products sold in the EU.

To Top

Education on Representations of Product Information

Seminars on Regulations concerning Representations

In March 2008, a seminar was held for the personnel engaged in production of catalogs and user's manuals at Digital Media Network Company, Personal Computer & Network Company, and Mobile Communications Company on the Act against Unjustifiable Premiums and Misleading Representations and the Code of Fair Competition for Home Appliances with the aim of ensuring compliance with these regulations.

Also, a seminar on the code was held at Toshiba headquarters and at home appliance operations to ensure compliance with the same.

To Top

Disclosure of Product Safety and Quality Information

In the event that Toshiba product or service defects or incidents connected with its use occur, we promptly report to the competent authorities in accordance with the laws and regulations. Also, in order to notify customers of such incidents as quickly as possible depending on the severity of the damage, the frequency of occurrence, etc., we disclose product safety incident information directly to customers using newspaper advertising, websites, and other means. On the Toshiba website, we post information on incidents involving Toshiba products as posted on the website of Ministry of Economy, Trade and Industry (METI). We also proactively disclose on the Toshiba website information concerning serious incidents for which Toshiba products cannot be identified as the cause, in order to promote awareness among customers.

To Top

Disclosure To Ensure Safe Use of Products

Although products are equipped with various safety features, they may not be sufficient to ensure complete safety if products are in use for very long periods of time or the operating environment or conditions are extreme. To ensure safe use of products, Toshiba Group describes correct handling of products in users' manuals and, if necessary, through alerts placed in newspapers and on the website, or communicated by means of leaflets, etc.

Case Study: Raising awareness to prevent incidents due to long-term use of household electrical appliances

In order to prevent accidents attributable to the deterioration of home appliances over long-term use, in April 2008, the METI promoted consumer awareness on this issue by distributing nationwide cautionary circulars. To further raise awareness on this issue, Toshiba Group distributes cautionary flyers during repair visits, publicizes information on its website and has put in place a call center* to respond to inquiries from customers. In April 2009, the Consumer Products Safety Act was revised, and inspection and labeling system for long term use products was enforced. While complying with the requirements under this system, Toshiba Group is also providing necessary information to the customers through its website as well as consultations through the call center*.

* An inquiry center for providing guidance on the long-term use of home appliances

Case Study: Education on the proper way of using elevator and escalator

Elevator/Escalator safety campaign at a kindergarten

Toshiba Elevator and Building Systems Corp. organizes nationwide safety campaigns to provide instructions concerning the correct use of elevators and escalators, mainly to children in kindergartens and elementary schools. This event has been continuing for over the last 30 years, thanks to the cooperation of local communities, including the children and guardians who participated in such events.

Recently, the number of participants has been growing, owing to the growing concern over the safety of elevators and escalators. In fiscal 2008, the campaigns were held at 38 sites, with total 3502 participants comprising children and their guardians.

Case Study: Toshiba Medical System Corp.

In order to provide safe and reliable medical equipment to customers, Toshiba Medical System Corp. is promoting services through the development of remote maintenance system to permit the rapid collection of abnormal images and information related to malfunction directly from the site via state-of -the art computer technology and network communication.. This service, based on the theme of promptly rectifying the malfunction, rectifying the malfunction before the customer is aware of it and rectifying before the malfunction occurs, is available to customers in Japan. For overseas customers, through its website, the company offers guideline to operate the equipment as well as an e-learning center to enable customers to take lessons on maintenance of the equipment.

Case Study: Notices to ensure safe use of products

To ensure safe use of household electrical appliances, Toshiba publishes notices on correct use with illustrations on its website.

Products:

Refrigerator, Japanese-style electric heater, electric stove, electric blanket, rice cooker, etc.

Case Study: Seminars for consumers on electric appliances

Toshiba assigns employees to serve as instructors at seminars for consumers held by consumer affairs bureaus to communicate accurate product information and advice on safe usage. During the seminars held 63 times in 2008, over 3,000 consumers participated.

Case Study: Home Appliance Disassembly Workshop

Home Appliance Disassembly Workshop

Toshiba holds Home Appliance Disassembly Workshops for elementary and junior high school students and assigns employee volunteers as "Disassembly Doctors," in order to show the children how the products function and how to use them safely. In Japan, Toshiba has been holding such workshops every year in collaboration with Setagaya Arts Foundation since 2005 and with Sapporo Consumer Center since 2006.