Japanese prefecture proposes a law to crack down on rude and abusive customers

The local government in Japan’s Mie prefecture is preparing to introduce the country’s first local ordinance that penalizes abusive behavior by customers toward workers.

The proposed law aims to protect employees from customer harassment – abbreviated in Japanese to kasuhara – that exceeds normal social boundaries and disrupts their work environment. Acts such as shouting or aggressively demanding apologies would be classified as abuse under the law.

Under the plan, when a business reports a case of abuse, a panel including legal experts will investigate and provide recommendations.

If the behavior is deemed abusive, the governor can issue an official order prohibiting the offender from repeating such actions. Failure to comply with this order could result in a fine of up to 500,000 Japanese Yen (approximately $3,277).

The ordinance will extend its protections not only to retail and service employees but also to public servants and teachers, who frequently face harassment from the public, according to The Japan Times.

Mie officials intend to present the draft legislation to the prefectural assembly by June next year.

The move comes amid growing concern over kasuhara across Japan.

Earlier this year, Japan’s internal affairs ministry revealed that 35 per cent of local government officials have faced “customer harassment”, including unreasonable demands and rude behavior from citizens or service users.

This rate was more than triple the 10.8 per cent reported among private-sector employees in a 2023 labor ministry survey.

“Local government officials may be more prone to such harassment than corporate workers because, unlike commercial services, which can be offered selectively to customers, administrative services should be provided fairly and equitably,” an internal affairs ministry official said at the time.

The national survey of over 11,000 Japanese local government officials last year found that harassment mainly came from frustrated residents or those seeking to cause trouble.

About 72 per cent of cases involved persistent questioning, and 66 per cent included aggressive or coercive behaviour. Another 15.7 per cent of officials reported workplace harassment from superiors, with those in their 40s most affected.

Source: https://sg.news.yahoo.com/japanese-prefecture-proposes-law-crack-113621102.html

Comprehension

What is the main goal of the new local ordinance in Mie Prefecture?
What does the Japanese word kasuhara mean?
What kinds of actions would be considered abuse under the new law?
Who will investigate reported cases of customer harassment?
What can the governor do if someone is found guilty of abusive behaviour?
What is the maximum fine for failing to follow an official order?
Which types of workers will be protected under the new law?
Why might government workers face more harassment than private-sector employees?

Discussion

Do you think this kind of law is necessary in today’s society? Why or why not?
Why do you think some customers become abusive toward workers?
How can businesses train employees to deal with rude or angry customers?
What should workers do if they experience harassment at work?
Should customers who behave badly be banned from certain stores or services?
How can governments balance protecting workers with allowing customers to express complaints?
Have you ever seen or experienced someone being rude to a worker? How did it make you feel?
Do you think similar laws should be introduced in other countries? Why or why not?
What are the possible challenges in enforcing a law like this?
How can workplaces create a culture of respect between workers and customers?

Vocabulary

Ordinance – a local law made by a city or regional government.
Harassment – repeated or aggressive behavior that causes someone distress or discomfort.
Abusive – using rude, violent, or hurtful language or actions.
Panel – a group of people chosen to investigate or make decisions.
Comply – to follow or obey a rule or order.
Coercive – using force or threats to make someone do something.
Equitably – fairly or equally, without favoritism.
Persistent – continuing for a long time or refusing to stop.