Japanese Firms Must Now Shield Workers from Customer Harassment

Companies Must Now Shield Staff from Customer Abuse

Companies across Japan are now legally required to protect their workers from harassment by customers and business partners, as new rules took effect on October 1, 2026. The change stems from a revision of the Labor Policy Promotion Law, which mandates that firms respond firmly to abusive behavior and make their staff-protection policies public.

What the New Rules Require

Under the amended law, businesses must take concrete steps to safeguard employees facing abuse from outside the workplace. The requirements include:

• Informing staff of the steps being taken, such as not allowing a worker who is being harassed to deal with the situation alone
• Setting up consultation booths for affected employees
• Providing psychological care for victims
• Making policies to protect staff public

Companies that fail to implement the required measures could face penalties, including having their names made public.

What Counts as Customer Harassment

So-called customer harassment is defined as behavior that goes beyond socially acceptable norms. Examples include:

• Making demands unrelated to the products or services provided
• Forcing workers to kneel and bow in apology
• Intimidating employees by shouting

A Case That Drew Attention: The Nagoya Bus Incident

One example of customer harassment occurred on a municipal bus in Nagoya City in October 2024. A security camera recorded a man boarding the bus at around 9:30 a.m. and shouting at the driver: "You must be the one who's always telling passengers not to rush. Get off!"

When another passenger told the man, "You are causing trouble for everyone," he shouted back: "Don't touch me. I'll call the police. I'm not getting off." City officials said the exchange continued afterward.

Extending Duties Beyond the Workplace

Until now, companies in Japan have been required to take measures — such as establishing internal reporting channels — against harassment occurring within the workplace, including power harassment, sexual harassment, and harassment relating to pregnancy and childbirth as well as childcare and family care. With effect from October 1, 2026, amendments to the relevant statutes also require firms to address harassment arising outside the company, covering abuse by customers and business partners as well as sexual harassment toward jobseekers.

Rules Now in Force

The obligations took effect on October 1, 2026, expanding Japan's harassment framework to cover conduct by customers and business partners. Businesses are now expected to respond firmly to customer harassment, keep staff informed about protective procedures, and support victims through consultation and psychological care — or risk having their names made public.