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Information on Product Safety

Policy on Information and Labeling Related to Products

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 Appliances1 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 Standards2 and CE Marking3 to ensure that their product labeling is in compliance with the relevant standards.

Toshiba Group Standards of Conduct 2. Customer Satisfaction

Toshiba Group Standards of Conduct 15. Advertising

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.
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.
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 for certain types of products sold in the EU.

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Education on Product Information and Labeling

Study session on advertising and labeling
Study session on advertising and labeling

In March 2014, a study session jointly organized by Toshiba's Corporate Communication Division and Advertising Division was held among approximately 140 persons in charge of in-house companies and key group companies in order to reinforce compliance with the laws related to advertising and labeling.

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Compliance with Regulations and In-House Standards Regarding Products

In FY2013, there were no cases in which regulations and in-house standards regarding safety and health were violated in product or service life cycles. There were also no cases in which regulations and in-house standards regarding product/service information and labeling were violated.

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Disclosure of Product Safety and Quality Information

In the event of a defect or accident resulting from a Toshiba product or service, we promptly report the details to the competent authorities in accordance with prevailing laws and regulations. Also, in order to notify customers of such accidents as quickly as possible, depending upon the severity of damage or frequency of occurrence, we disclose product accident information to our customers via newspapers, websites, etc.
Through our corporate website, we disclose information on accidents involving our products as posted on the website of the Consumer Affairs Agency. We also proactively disclose information concerning serious accidents, even when it is unclear whether such accidents are attributable to Toshiba products or not.

In addition, we allow accessibility through the use of mobile phones to information on the safety and quality of our products listed in the section of “Important Notices to Customers of Toshiba Products” on our corporate website (Japanese).

Also, we prepare flyers on products subject to recall that have particularly high risks of causing a fire, such as air conditioners, CRT TVs, LCD TV / DVD combo, VCR, humidifier, halogen lamp equipment, and compact fluorescent lights. We are also developing activities to recall our products more quickly, such as checking whether customers have any defective products when visiting them for repairs or inspections, distributing product flyers at post offices and checking whether there are any products subject to recall in high-risk nursing care facilities.

Flyer showing products subject to recall (Japanese)

With respect to the vertical washer-dryer that was made subject to recall in FY2013, we are requesting all Toshiba Group employees, including not only their families but also their relatives, neighbors and friends, to provide product information and to cooperate in repairing defective products.

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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.

Disclosure of information to Toshiba product users

How to reduce the power consumption of Toshiba products

Audiovisual/digital equipment and home appliances

How to have Toshiba products repaired after a disaster and what to do during a power outage

Audiovisual/digital equipment and home appliances

Housing equipment

Systems, energy, and social infrastructure

How to prevent Toshiba products from toppling over

Audiovisual/digital equipment and home appliances

Activity Example: Raising awareness to prevent incidents due to long-term use of household electrical appliances

Cautionary circulars
Cautionary circulars

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 Product Safety Act was revised, and inspection and labeling system for long term use of 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

Activity Example: Education on the proper way of using elevator and escalator

Elevator / Escalator safety campaign at a kindergarten
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 in the safety of elevators and escalators. In FY2013, the campaigns were held nationwide with the total of 1,603 children and their guardians’ participation. We also held a safety campaign to demonstrate how to respond in a situation in an elevator during an earthquake or power failure with 1,565 participants.
Furthermore, The Company also promoted local resident-oriented activities, including making a presentation at a lecture session held by the Shinagawa Ward CSR Council, and appearing in its booklet.

Activity Example: Remote maintenance of medical equipment

In order to ensure the safety and reliability of medical equipment, Toshiba Medical System Corp. is promoting the global use of a remote maintenance system called InnerVision™ Plus, which monitors customers’ equipment around the clock and automatically detects system failures at an early stage. For example, this system places the highest priority on promptly reporting system failures regarding cardiovascular system equipment and mammography equipment and informs customer engineers of automatic failure analysis results using advanced alert features. When issuing a failure alert, the system informs users not only of detected failures but also of on-site repair procedures and parts that need to be replaced using accumulated data on troubleshooting. At present, we are working to provide procedural guidance for improving equipment performance by automatically analyzing information on equipment operation and by acquiring data on how the equipment is being used, as well as to predict the life of X-ray tubes based on data on equipment operation.

Activity Example: 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.

Activity Example: 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. Over 300 consumers participated in the seminars held 17 times in FY2013.

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Compliance with Regulations on Advertising and Labeling

In FY2013, as a result of our strict implementation of the Manufacturing Labeling Standards, there were no violations of the Act Against Unjustifiable Premiums and Misleading Representations among Toshiba Group companies.

Manufacturer Labeling Standards: These standards were authorized in 1978 by the Japan Fair Trade Commission in accordance with the provisions of the Act Against Unjustifiable Premiums and Misleading Representations. In the home appliance industry, these standards are implemented by the Home Electric Appliances Fair Trade Conference. The Manufacturer Labeling Standards stipulate rules regarding the prohibition of false labeling, items necessary for labeling, and standards for labeling specific items. The standards aim to ensure fair competition by helping general consumers appropriately choose products and by preventing unfair means from being used to attract consumers.

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