[Mandatory from October 2026] What is the Anti-Harassment Law? Explanation of Measures and Practical Responses Required for Companies

In recent years, unreasonable demands and significant nuisance behaviors from customers and business partners, commonly referred to as “customer harassment” (hereinafter “kasu-hara”), have become a serious social issue in Japan.

In response, the Act on Comprehensive Promotion of Labor Policies and other related laws were amended in June of Reiwa 7 (2025), mandating companies to implement employment management measures to prevent kasu-hara starting from October of Reiwa 8 (2026). This amendment is an essential step to protect the mental and physical health of employees and to maintain a healthy workplace environment.

As labor and legal affairs personnel within Japanese companies, it is crucial not only to comply with these legal requirements but also to deeply understand the intent of this “Kasu-hara Prevention Law” from the perspectives of maintaining corporate social credibility and securing talent. Companies are expected to develop effective measures. This article will explain the background of this amended law, its specific contents, and the actions companies should take in response.

Background of the Enactment of the “Customer Harassment Prevention Law” in Japan

In recent years, excessive demands and abusive language from customers, known as customer harassment, have become widely recognized as a social issue in Japan.

The Worsening Reality of Customer Harassment in Japan

The primary reason for the legal measures against customer harassment is the increasing severity of harm experienced by employees on the ground, which has reached a level that companies can no longer overlook. Ideally, customer complaints should serve as valuable feedback for improving products and services. However, in recent years, there has been a noticeable increase in malicious cases involving excessive demands, unreasonable accusations, and abusive language that undermines personal dignity.

According to the “Survey on Workplace Harassment” conducted by the Ministry of Health, Labour and Welfare for the fiscal year Reiwa 5 (2023), 27.9% of companies reported receiving consultations from employees about customer harassment in the past three years, marking an 8.4-point increase compared to the survey conducted in fiscal year Reiwa 2 (2020). Specific examples include “persistent and relentless behavior” at 72.1%, followed by “intimidating behavior” at 52.2%, and “psychological attacks (such as abusive language and demands for apologies)” at 44.7%, indicating that the mental stress experienced by employees is extremely severe.

Reference: Ministry of Health, Labour and Welfare｜Survey on Workplace Harassment

Negative Impact on Corporate Management and Social Demand for Customer Harassment Measures in Japan

Customer harassment not only affects individual employees but also causes significant losses to corporate management. Concerns include decreased operational efficiency due to the constant handling of complaints, mental health issues leading to employee leave or resignation, and the resulting outflow of talent and recruitment difficulties. Additionally, there have been incidents of privacy violations, such as employees’ names being disclosed on social media and being stalked.

In this context, there is a strong legal and social demand for companies to fulfill their “duty of care for safety” and “obligation to maintain a proper work environment” to protect employees from customer harassment. Although regional measures, such as the enactment of the “Tokyo Customer Harassment Prevention Ordinance” (effective April 1, Reiwa 7 [2025]), were already in place, the need to establish nationwide standards to clarify corporate responsibilities has led to this national-level legal amendment.

Obligations Under the Japanese Customer Harassment Prevention Law

The recent amendment has clarified the concept of customer harassment and established a framework requiring companies to take specific actions.

Definition of Customer Harassment

Under the amended Comprehensive Promotion of Labor Policies Act in Japan, customer harassment is defined as meeting all of the following three criteria:

• It involves actions or words by customers, business partners, facility users, or others related to the business conducted by the employer, occurring in the workplace.
• It exceeds the socially acceptable limits, considering the nature of the work the employee is engaged in and other circumstances.
• It harms the working environment of the employee.

The critical factor here is determining whether the behavior exceeds “socially acceptable limits.” According to the guidelines, this includes unreasonable demands (such as demands without contractual basis, excessive service requests, or unjust claims for damages) or inappropriate means or methods (such as physical or mental attacks, intimidating language, persistent behavior, or coercive actions). On the other hand, legitimate complaints or requests within socially acceptable limits do not constitute customer harassment.

Employer’s Obligations for Employment Management Measures

With this amendment, employers are primarily required to implement the following three measures:

Firstly, in terms of system development and appropriate, prompt response, employers must establish a system (such as setting up consultation desks) to ensure that customer harassment does not harm the working environment of employees. They must also take measures to effectively prevent harm, respond promptly and appropriately when incidents occur, and implement measures to prevent recurrence.

Secondly, the prohibition of disadvantageous treatment ensures that employees are not dismissed or otherwise treated unfavorably for consulting about customer harassment or cooperating in verifying facts.

Lastly, there is an obligation to cooperate with other companies. If an employee of one company harasses an employee of another company, and the latter requests cooperation for fact verification, the former must strive to comply.

Responsibilities of the Government, Employers, Employees, and Customers

The amended law clarifies the responsibilities of all parties involved in the customer harassment issue.

• Government’s Responsibility: To deepen public interest and understanding of the customer harassment issue through public relations and awareness activities.
• Employer’s Responsibility: To deepen employees’ understanding and ensure they do not harass workers from other companies by conducting training and cooperating with government awareness activities. Executives also have a duty to deepen their understanding and pay attention.
• Employee’s Responsibility: To deepen understanding of the issue, pay attention to their words and actions towards workers from other companies, and cooperate with the preventive measures taken by their employer.
• Customer’s Responsibility: To deepen understanding of the issue and pay attention to their words and actions to avoid harming the working environment of employees.

Corporate Response to the Prevention of Customer Harassment Under Japanese Law

In light of the recent legal amendments, companies in Japan are required to establish specific systems to prevent customer harassment and protect the working environment of their employees.

Clarification and Dissemination of Basic Policies

The first step companies should take is to clearly express a stance that does not tolerate customer harassment.

It is necessary to inform and educate employees, customers, and others through internal regulations, pamphlets, and websites about “what constitutes customer harassment” and the policy of “responding firmly to customer harassment and protecting employees.” This approach is expected to enhance internal awareness while also serving as a deterrent to external parties.

Establishment of Consultation Channels and Support Systems

It is essential to create a system where employees can consult without hesitation if they experience harassment. Companies should establish a consultation channel in advance and provide manuals and training to ensure that responsible personnel can respond appropriately. When handling consultations, it is crucial to protect the privacy of the consultant and maintain an open stance to encourage victims to come forward without hesitation.

Development of Response Manuals and Implementation of Training

Companies should develop response manuals that outline initial actions when specific customer harassment occurs and reporting flows for uncertain situations. It is advisable to customize the content to fit the company’s business type, using resources such as the “Customer Harassment Countermeasure Corporate Manual” published by the Ministry of Health, Labour and Welfare and industry-specific manuals like those for supermarkets.

Reference: Ministry of Health, Labour and Welfare｜Created Industry-Specific Customer Harassment Countermeasure Corporate Manuals (Supermarket Edition, etc.)

Additionally, companies should conduct training for employees to improve customer service skills and methods for dealing with customer harassment. For executives, training aimed at deepening understanding is mandated as a duty of effort.

Swift Response and Post-Incident Considerations

When customer harassment occurs, it is crucial to promptly and accurately verify the facts. Companies should consider reviewing objective evidence such as security camera footage or audio recordings if necessary.

If the facts are confirmed, companies should provide mental health care or consider reassignment for the victim, while taking firm actions against the perpetrator. In particularly malicious cases, this may include reporting to the police or taking legal actions through an attorney, such as issuing warning letters, banning entry, or filing for provisional dispositions.

Furthermore, to prevent recurrence, it is important to analyze whether there were any service deficiencies that led to the incident and make necessary business improvements.

Conclusion: Consult Experts for Measures Against the Japanese Customer Harassment Prevention Law

With the enactment of the Japanese Customer Harassment Prevention Law, companies in Japan will face greater responsibilities than ever before. However, this is not merely an increased burden; it is an opportunity to create a workplace environment where employees can perform confidently and contribute to the sustainable growth of the company. On the other hand, neglecting measures against customer harassment could lead to liability for damages due to a breach of the duty of care towards employees, as well as risks such as loss of social credibility and severe talent shortages.

As business operators, it is essential to implement measures tailored to your company’s specific circumstances without waiting for the legal amendments to take effect. Building a relationship where customers and employees mutually respect and honor each other is the fundamental key to resolving issues related to customer harassment.

In addressing such measures, it is advisable not only to consider internal strategies but also to seek advice from external Japanese attorneys.

Guidance on Measures by Our Firm

Monolith Law Office is a legal practice with high expertise in both IT, particularly the Internet, and law. Recently, there has been growing attention on governance measures concerning the Prevention of Customer Harassment Act in Japan. Our firm provides solutions for labor issues under Japanese law. Detailed information is provided in the article below.