In Tokyo, the customer is not always right (anymore)

For the first time in Japan, a local government issued an ordinance against harassment of workers. The action was prompted by cases of suicide and mental illness among victims of this kind of abuse.

Tokyo (AsiaNews) – The Tokyo Metropolitan Assembly approved a draft ordinance to prevent customers from mistreating workers, a first in Japan, a country where customers are traditionally in a higher position compared to those serving them.

Tokyo authorities decided to address the issue with a working group that included trade unions, business organisations, and experts after some victims of this type of abuse developed mental illness and were driven to commit suicide due to emotional damage.

The ordinance, which will come into force next April, stipulates that “no person shall engage in customer harassment anywhere” while outlining the responsibilities of customers, workers, employers, and the Tokyo metropolitan government.

The ordinance does not, however, provide for penalties in case of violation. It also says that customer rights should not be infringed upon because legitimate feedback can help improve business.

Customers are asked to increase their understanding by paying attention to their words and actions towards workers. Employers are instead asked to intervene in situations of abuse, asking customers to stop their behaviour.

• japan
• tokyo
• metropolitan assembly
• workplace harassment
• suicide
• mental illness