Employers must now protect staff from customer harassment

Since 1 October 2026, every employer in Japan must take steps to protect staff from customer harassment, including from users of stations and airports.

What changes

Under the revised labour law, employers must set a clear policy, train staff, have a consultation desk and respond to customer harassment.

That covers physical attacks, threats, insults, forced kneeling apologies, demands with no basis, refusing to leave, and similar behaviour, including by phone or online.

Customers include users of facilities such as stations, airports, hospitals and public buildings.

Who it affects

Everyone dealing with shops, hotels, stations and airports in Japan.

When

In force from 1 October 2026.

Where

All Japan

Official source

Ministry of Health, Labour and Welfare leaflet ↗ Japanese

What to do

If something goes wrong, stay calm and polite. Staff may now be told not to deal with an abusive customer alone, and to call the police for possible crimes.

Last checked against the official source: 21 October 2026. Spotted a change? Tell us.