The Ministry of Health, Labour and Welfare (MHLW) published its "Corporate Manual on Combating Customer Harassment" (the "Manual") in February 2022. Thereafter, the law governing customer harassment was amended and it became a legal obligation for employers to take measures in response to customer harassment, beginning on October 1, 2026. In particular, if an employer fails to take such measures, it may receive advice, guidance or a corrective recommendation from an administrative authority, and if it fails to comply with said recommendation, the fact of such non-compliance may be made public. In light of such amendment, the MHLW revised the Manual in September 2026.

The Manual provides a detailed description of the measures that employers should take to address customer harassment. An outline of these measures is as follows:

In addition, the Manual also introduces court cases involving labor disputes in which measures against customer harassment were a central issue. If an employer fails to take measures to combat customer harassment, it may be liable for damages on the grounds that it breached its duty of care regarding employee safety.

Since measures in response to customer harassment have become obligatory, employers should therefore refer to the Manual when implementing the measures required by law.