In a landmark move, the Tokyo Metropolitan Assembly has approved a draft ordinance to combat customer abuse towards workers, a first for Japan where customers are traditionally revered as “gods” in the service industry. Set to take effect in April next year, the ordinance aims to address the issue of “customer harassment” by outlining the responsibilities of customers, workers, employers, and the Tokyo government.
While emphasizing the importance of preventing customer harassment, the ordinance also stresses the necessity of respecting customer rights and legitimate feedback for business improvement. The Tokyo government plans to establish guidelines to define what constitutes customer abuse, with a focus on raising awareness and promoting respectful behavior from customers.
This initiative follows discussions involving labor unions, business groups, and experts, reflecting a growing concern about the psychological toll on service workers subjected to verbal abuse and false accusations. The move is part of a broader trend, with other regions like Aichi Prefecture and Hokkaido also considering similar measures to protect service workers from abuse.
Overall, the ordinance marks a significant step towards creating a more respectful and supportive environment for workers in Japan’s service industry, addressing the serious impact of customer harassment on employees’ mental health and well-being.
© KYODO