Sumikawa Law Office has adopted and published its Basic Policy on Customer Harassment, effective today. The Policy protects our staff and helps us continue providing proper legal services to all of our clients. The full Policy is available here.
Customer Harassment Measures Are Now Mandatory for All Employers in Japan
Under the June 2025 amendment to the Act on Comprehensive Promotion of Labor Policies, employers in Japan are legally required to take measures against customer harassment from today, October 1, 2026. The obligation applies to every employer, regardless of industry or size, and whether it serves consumers or businesses.
The guidelines issued by the Ministry of Health, Labour and Welfare require employers to do the following:
- Adopt a policy of responding firmly to customer harassment and protecting employees, and communicate it to employees
- Set up a consultation desk that can handle reports properly
- When an incident occurs, establish the facts, support the affected employee and prevent recurrence
- Decide in advance how to deal with particularly serious cases
- Protect the privacy of employees who seek help, and prohibit unfavorable treatment for doing so
Employers that fail to comply may receive advice, guidance or recommendations from the Prefectural Labour Bureau. We can assist with drafting a policy and building the internal systems your business needs.
