Japan: Lawson and Kazuno City implement new customer harassment measures

In response to upcoming legal changes in Japan, Lawson and Kazuno City are implementing new measures to combat customer harassment (kasuhara).

Lawson will launch a specialized consultation service for its franchisees on October 1. This service, staffed by lawyers, will be available free of charge to store owners and managers via phone and email during weekdays. The company is also updating its store manuals to clarify the definition of harassment and establish clear escalation procedures. Additionally, Lawson is introducing measures to prevent sexual harassment against job seekers, including new interview protocols and e-learning for interviewers.

Kazuno City in Akita Prefecture has also developed a customer harassment response manual. The manual aims to provide an organizational response by clarifying definitions of harassment, drawing on guidelines from the Ministry of Health, Labour and Welfare. These actions follow the implementation of revised labor laws that mandate employers to take measures against customer harassment.