Customer harassment countermeasures become an employer obligation (from October 1, 2026, Reiwa 8)New rules started to protect people who work in shops and companies from “customer harassment”
Under the June 2025 (Reiwa 7) amendment to the Act on Comprehensive Promotion of Labor Policies, countermeasures against customer harassment became an employer obligation from October 1, 2026 (Reiwa 8). The scope covers words and actions by customers, business partners, facility users and others that exceed what is socially acceptable and harm workers’ working environment, including phone calls and social media.Customer harassment means customers and others hurling terrible words at people who are working, or staying for a very long time. From October 1, companies must prepare to protect their workers.
- 1. PolicyMake known a policy of responding firmly and protecting workers
- 2. DeskSet up a consultation desk with staff who respond appropriately
- 3. ConfirmationConfirm the facts promptly and accurately; give consideration and prevent recurrence
- 4. Malicious casesPolicy and system for especially malicious cases
- 5. ProtectionProtect privacy and prohibit disadvantageous treatment
- ○Applies: Making unreasonable demands unrelated to the contract again and again
- ○Applies: Using abusive words or loud shouting to intimidate
- ○Applies: Staying at a shop or counter for hours
- ×Does not apply: A person with a disability asks for a problem to be fixed