FOCUS: Customer Harassment Measures Take Root in Japanese Companies

Tokyo, July 15 (Jiji Press)–One year has passed since ordinances aimed at preventing customer harassment–defined as unreasonable or excessive demands and other unjust acts directed at employees by customers or business partners–came into effect in Tokyo and other areas. Preventive measures are gradually taking root at companies. Some have established consultation desks for employees, while others have introduced audio and video recording equipment at workplaces. The extent of such efforts varies by industry, however, making the sharing of knowledge and expertise an emerging challenge. 40 Pct in Tokyo Have Taken Steps Typical examples of customer harassment include in-person abuse such as shouting insults or threats, refusing to leave business premises, and demanding that employees kneel and bow in apology. Other forms include prolonged phone calls and the posting of employees’ personal information on social media. To prevent the harassment of workers, the Tokyo metropolitan assembly enacted Japan’s first ordinance addressing the issue, which took effect in April 2025. In October this year, a revised comprehensive labor policy promotion law is set to come into force, requiring employers across Japan to take measures to protect their employees. Similar ordinances have been enacted in several other areas, including Hokkaido and Gunma prefectures, all of which also took effect in April 2025. Other local governments have since followed suit. To assess the situation after the ordinance came into force, the Tokyo metropolitan government conducted its first fact-finding survey in October 2025, targeting companies and employees in Tokyo. The results, released in March, were based on valid responses from 4,727 companies and 3,817 individuals. According to the survey, 83.8 pct of respondents overall were aware that companies have a responsibility to prevent customer harassment. Among companies, 38.5 pct said they had taken concrete measures. The most common initiative was the establishment of consultation desks for employees, cited by 65.7 pct of responding companies. This was followed by the creation of manuals outlining response procedures, at 32.9 pct, and preparations for audio or video recording, at 31.4 pct. Clarifying response procedures in advance is important for determining when a customer’s nuisance behavior constitutes harassment and for enabling companies to take appropriate action, such as ordering the customer to leave. The metropolitan government is offering financial incentives to small and midsize companies to support the creation of manuals and the introduction of audio and video recording equipment, as part of efforts to encourage effective countermeasures. Sharing Case Studies by Industry The survey also found differences among industries in the extent to which companies have taken measures to address customer harassment. Around 60 pct of businesses in the medical and welfare sector, as well as in finance and insurance, said they had taken action. By contrast, the figure was below 30 pct for academic research, professional and technical services–a category that includes research institutions and law offices–and for manufacturing. “Companies in industries with more points of contact with consumers have made greater progress,” a Tokyo metropolitan government official said. “But harassment also occurs in business-to-business transactions, so measures are needed across all industries.” According to metropolitan government officials, many companies that have yet to take action cited the difficulty of distinguishing abusive behavior from legitimate complaints, as well as a lack of know-how. A senior official at UA Zensen, a federation of labor unions representing workers in industries such as distribution and services, called for industry-specific efforts to address abusive behavior. “Harassment cases and appropriate responses differ by industry,” the official said. “It’s necessary to share case studies and know-how accumulated in each sector.” END [Copyright The Jiji Press, Ltd.]