Japan mandates new protections against customer harassment

customer harassment labor law amendment workplace protection employment management job hunting sexual harassment

New legal requirements for customer harassment (kasuhara) and job-hunting sexual harassment take effect in Japan. Under the amended Labor Policy Comprehensive Promotion Act, all business owners are now obligated to implement measures to protect employees from abusive customer behavior.

Customer harassment is defined as conduct by customers or users that exceeds socially acceptable limits and harms the working environment. This includes verbal abuse, threats, excessive demands for refunds, and harassment via telephone or social media. Employers are expected to establish clear policies, set up consultation desks, and ensure employees are not left to handle malicious actors alone.

A survey by Dive Group reveals that 54.7% of accommodation facilities have experienced such harassment in the past one to three years, yet only 19.3% have completed all recommended countermeasures. The Ministry of Health, Labour and Welfare has stated it will provide guidance and instructions to businesses found to be neglecting these new obligations.

Entities

Dive Group · Japan Bar Association Traffic Accident Consultation Center · Japan Federation of Bar Associations · Kagoshima Prefectural Police · Kanagawa Prefectural Police · Ministry of Health, Labour and Welfare

Claims

What the coverage asserts, and how many sources carry each claim.

[○ 1 SOURCE] A Ministry of Health, Labour and Welfare survey found that 10.8 percent of workers experienced customer harassment in the last three years. www.kankokeizai.com
[● 3 SOURCES] The revised Labor Policy Comprehensive Promotion Act will mandate customer harassment countermeasures for all business owners starting October 1, 2026. www.kankokeizai.com · n-tacc.or.jp · www.itmedia.co.jp
[○ 1 SOURCE] Business owners are required to clarify policies, establish consultation systems, respond promptly to incidents, and implement deterrent measures. www.itmedia.co.jp
[○ 1 SOURCE] The Ministry of Health, Labour and Welfare has outlined 10 specific measures for business owners to implement regarding harassment. www.kankokeizai.com
[● 2 SOURCES] Customer harassment is defined as customer behavior that exceeds socially acceptable limits and harms the employee's working environment. www.kankokeizai.com · www.itmedia.co.jp