TOKYO REPORT: Local Govts in Japan Ramp Up Fight against Harassment

Tokyo, Jan. 26 (Jiji Press)–Local governments across Japan are stepping up efforts to tackle abusive behavior by residents and other individuals, introducing measures such as response manuals and assigning former police officers to government offices. According to a survey conducted in 2024 by the internal affairs ministry, 35.0 pct of responding local government employees had experienced harassment by residents and external parties over the previous three years. This figure far exceeds the 10.8 pct found in a labor ministry survey on customer harassment faced by private-sector employees, highlighting the urgency of strengthened countermeasures. With multiple responses allowed, the most commonly reported behavior was continuous and persistent conduct, such as repeatedly asking the same question, cited by 72.3 pct of respondents. This was followed by intimidating behavior, for example loudly blaming the employee, at 66.4 pct, and psychological attacks, including threats and slander, at 52.0 pct. The most frequently cited reason for these acts, mentioned by 72.5 pct of respondents, was the venting of dissatisfaction or abusive behavior by administrative service users or business partners. Staff response, including errors in counter service, was identified as a factor in only 17.5 pct of cases. In 2024, the city government of Akashi in Hyogo Prefecture, western Japan, created a response manual for its staff to ensure consistent responses to difficult situations. The manual outlines appropriate action for specific model cases. For example, it instructs staff to “call the police 30 minutes after warning a visitor to city hall if the individual refuses to leave.” In cases of persistent phone calls, it advises staff to inform the caller that the conversation will be recorded and then end the call after about 30 minutes. According to city officials, the manual has been largely welcomed by employees. Many report that it has given them greater confidence in handling situations in which they might previously have hesitated or felt uncertain in their decision. The city government of Uruma in Okinawa Prefecture, southern Japan, has produced an informational poster to help prevent harassment of municipal staff. The poster explains, among other points, that “consultation time is set in principle at around 30 minutes” and that “depending on the nature of the issue, multiple staff members may respond.” These posters are displayed mainly at service counters that receive high foot traffic from residents, in an effort to raise awareness. The city has also strengthened on-site security by assigning former police officers as building guards. Wearing armbands, they patrol inside the municipal building and coordinate with city employees when incidents of harassment occur. “Even having a security guard simply ask, ‘Is something the matter?’ can help deter harassment,” a city official noted. In November 2025, the town assembly of Mihama in Aichi Prefecture, central Japan, approved a legislative measure to file a lawsuit against a male resident in his 60s, seeking 4 million yen in damages over allegations of repeated abusive behavior toward town employees. According to the town government, the man had, since around 2019, repeatedly made phone calls to almost every department at the town hall, during which he allegedly used violent and abusive language. After the measure was approved, however, the man personally apologized to the mayor and other officials. In response, the town decided not to start the lawsuit. Since then, there have been no further incidents of harassment by the man, according to town officials. Commenting on the recent spate of harassment incidents, a senior official at the internal affairs ministry said this “may stem from local governments’ obligation to provide administrative services fairly and impartially to all users.” “It is important to develop manuals and other resources so that staff can respond in accordance with established rules, and to ensure that the organization as a whole is involved in handling such cases,” the official added. END [Copyright The Jiji Press, Ltd.]