You may have heard Tokyo is one of the largest cities in the world with a population of 37.4 million people but are you aware of its darker side? Japan is a highly developed country whereas Tokyo is well-known for its busy streets, thriving culture, innovative technologies, and rich history. However, unlike many other cities around the world, Tokyo’s dark side addresses various forms of harassment, including sexual harassment, bullying, discrimination, power harassment, and other inappropriate behaviors.

In recent years, there has been an emergence of a new type of harassment: customer harassment. Simply put, customer harassment is when clients leverage their “authority” and talk down on or ask for unreasonable requests from company staff.

Tokyo's government, alongside various organizations and businesses, implements policies and campaigns to raise awareness about harassment and restrict abusive behaviors while promoting a safe and respectful environment for everyone.

Two Different Forms of Harassment Are Common in Japan: Power Harassment and Sexual Harassment

Power Harassment

It is a form of harassment that includes actions and behaviors that may harm the work environment or employees of a workplace. For example, when someone in a higher position bullies, discriminates, forces, or abuses their subordinate in a psychological or any other way. In Japan, this is called a “senpai-kohai” type of relationship, where the senpai can be anybody in a higher role, such as a boss, manager, or someone who has been at the company for a longer time.

The workplace can include social venues/events, business travels, work-related vehicles, etc. As a result, power harassment may take place outside of traditional working hours and locations.

Sexual Harassment

Any unwanted sexual approaches, requests for sexual favors, or other verbal or physical acts of sexual behavior that result in a violent, uncomfortable work or learning environment. All of these are considered forms of sexual harassment. It can occur in a variety of areas, such as public spaces, workplaces, or schools, and it can involve a range of actions, such as unwanted touching or offensive remarks and jokes.

Understanding Customer Harassment

With a basic understanding of power harassment and sexual harassment, there are some things to know regarding customer harassment.

Any act of offensiveness, intimidation, or aggression by a consumer toward staff members or other customers is referred to as customer harassment. Some of the examples are verbal mistreatment, intimidation, abusive comments, stalking, or unwelcome behaviors.

It is important to understand customer harassment while recognizing and responding appropriately to situations in which consumers act offensively, abusively, or threateningly toward staff members or other customers. It is critical to distinguish between behavior that qualifies as harassment and legitimate complaints or displeasure.

Laws to Prevent Customer Harassment

According to a special study group, incidences of consumer harassment have increased since last year, and Tokyo has been requested to address this. With this framework in place, the city is studying ways to prevent the outbreak.

With the number of cases that have been filed, Tokyo is seeking to consider customer harassment as an act of public nuisance and has started to spread the word while making it unlawful.

The specifics, such as a clear definition and compensation, are still being worked out. Nonetheless, the Governor of Tokyo, Koike Yuriko, is working to develop a guideline as quickly as feasible.

Thoughts on Customer Harassment

As a foreigner working in Japan, I think it is necessary to enforce a law against customer harassment. Depending on the location and the type of work many foreigners and natives may encounter more or less cases of harassment. It can be tough for anybody, and I completely support Tokyo’s initiative on this particular topic. So let's wait and see how the government plans to manage this law in the long term if it succeeds.