Go Tokyo Your Experience
Tokyo Governor Yuriko Koike announced yesterday that the Tokyo Metropolitan Government plans to propose a new ordinance to the assembly in September aimed at preventing customers from verbally abusing or making unreasonable demands of employees. This makes Tokyo the first local government in Japan to propose such an ordinance. According to Japanese media reports, the ordinance clearly defines “customer harassment,” including extreme disruptive behaviors directed at employees or actions that damage the work environment. The ordinance will apply to all types of commercial establishments and government offices and will issue a guideline manual listing prohibited behaviors, although specific penalties have not yet been established.
Koike emphasized that the goal of the Tokyo Metropolitan Government is to create an environment where employees can work with peace of mind. The public will have the opportunity to provide opinions and suggestions online and by mail until August 19th to ensure that the new ordinance meets citizens’ needs.
Japan has long been known for its customer-first philosophy, encapsulated in the phrase “the customer is god.” However, in recent years, the issue of “customer harassment” has become increasingly serious, with no corresponding legal protections or clear regulations. Last year, the Tokyo Metropolitan Government established a study group composed of labor unions, business organizations, government officials, and experts to discuss how to address this issue. Meanwhile, Japan’s central government, through the Ministry of Health, Labor, and Welfare, is also considering relevant legislative measures to protect employees’ work environments.
In addition to the Tokyo Metropolitan Government, the Japanese aviation industry has also introduced measures to address “customer harassment.” All Nippon Airways (ANA) and Japan Airlines (JAL) jointly categorized nine types of “customer harassment,” such as insults, threats, and excessive demands, and published specific definitions of these behaviors to help flight attendants quickly identify and take action in cases of suspected harassment, including reporting to superiors or the police.
These measures reflect the growing importance that Japanese businesses and government agencies place on addressing “customer harassment.” For example, changes have been made to employee name tags to reduce the likelihood of inappropriate invasions of privacy. Since June this year, LAWSON has adjusted the design of name tags, no longer displaying employees’ full names and photos but instead using English initials.