Japan mandates customer harassment countermeasures for businesses

As of October 1, Japanese companies, including those in the caregiving sector, are required to implement measures against customer harassment (kasuhara) under the revised Labor Policy Comprehensive Promotion Act. The law defines customer harassment as behavior from clients or customers that exceeds socially acceptable limits and harms the working environment of employees.

Examples of prohibited behavior include physical violence, threats, demanding apologies through kneeling (dogeza), intimidating verbal abuse, and unreasonable demands that exceed service contracts. The scope also extends to harassment via telephone and social media.

To comply, businesses must establish clear policies to protect staff, set up consultation desks, and ensure rapid, accurate fact-finding when incidents occur. The Ministry of Health, Labour and Welfare has provided manuals and training resources to assist organizations. In the caregiving industry, discussions are ongoing regarding the potential to mandate these measures within service operating standards for the next fiscal year, including defining “justifiable reasons” for refusing service while maintaining respect for clients' rights.