The Tokyo Metropolitan Government is aiming to submit a proposed ordinance as soon as possible in order to enact the nation's first ordinance to prevent customer harassment such as nuisance behavior and malicious complaints, so-called "customer harassment."
table of contents
Considering enacting ordinances to prevent "customer harassment" such as acts of nuisance by customers
The reality of “kasuhara”: Rengo conducts survey of victims and others
Expert: “Attack on store staff as if bullying the weak, leading to harassment”
Open table of contents
table of contents
table of contents
Considering enacting ordinances to prevent "customer harassment" such as acts of nuisance by customers
The reality of “kasuhara”: Rengo conducts survey of victims and others
Expert: “Attack on store staff as if bullying the weak, leading to harassment”
Considering enacting ordinances to prevent "customer harassment" such as acts of nuisance by customers
Governor Koike of Tokyo announced at a regular meeting of the Tokyo Metropolitan Assembly held on the 20th of this month that the city will consider enacting an ordinance to prevent ``kashara,'' such as nuisance behavior and malicious complaints by customers. did.
According to the Tokyo metropolitan government, if an ordinance is enacted to prevent ``kasuhara'', it will be the first such ordinance in the nation.
As the issue of "kashara" is becoming more serious, the Tokyo metropolitan government set up a countermeasures meeting last year in which university professors, labor organization representatives and others held discussions. Opinions were expressed such as, ``This will spread the perception that acts that fall outside the scope are acceptable,'' and ``It will take time to determine the specific acts that are subject to penalties.''
Based on these opinions, the Tokyo metropolitan government is currently considering not imposing any penalties, and plans to discuss the matter through questions from representatives of the Tokyo Metropolitan Assembly on the 27th, with the aim of submitting a proposed ordinance as soon as possible.
The reality of “kasuhara”: Rengo conducts survey of victims and others
Many people feel that the number of incidents of "kashara" has increased.
Rengo = Japan Federation of Labor Unions conducted an Internet survey of 1,000 people, including 675 people who were directly affected and 325 whose co-workers were victims, in order to find out the actual situation of "kasuhara". Did.
According to the survey, when asked about changes in the number of cases over the past five years, 369 people answered ``I think it has increased,'' far exceeding the 77 people who answered ``I think it has decreased.''
When those who answered "I think the increase has increased" were asked to select multiple answers that applied to their reasons, the most common response was "stress due to disparities, a sense of closure in society such as the coronavirus pandemic," followed by "excessive customer focus." ``The spread of monocentricism'', ``a decline in services due to a lack of manpower'', and ``the spread of highly anonymous information dissemination tools such as SNS''.
Of the 675 people who were directly affected, 516 people, or 76.4%, answered that their lives had changed as a result of being harassed.
The most common response was ``I felt depressed when I went to work,'' followed by ``I felt physically and mentally ill,'' ``I couldn't concentrate on work,'' and ``I couldn't sleep.''
The federation says, ``People who experience harassment have various effects, including physical and mental problems.The situations in which harassment occurs vary depending on the industry, so companies and industries should formulate guidelines based on their own workplace conditions.'' It is important to create an environment where harassment does not occur."
Expert: “Attack on store staff as if bullying the weak, leading to harassment”
Professor Hiromi Ikeuchi of Kansai University, who is well-versed in the issue of harassment, explains why many people feel that harassment is increasing: ``Many companies have a customer-first philosophy as their management philosophy, but the level of service is rapidly rising to the level that customers expect. It has become difficult for companies to continue to respond, and this gap leads to great dissatisfaction.This is based on the premise that there is a disparity society and, not too long ago, due to the stress caused by the coronavirus pandemic, store staff are unable to control their emotions and act like they are bullying the weak. The analysis states, ``These attacks can lead to attacks on people such as victims, and lead to Kashara.''
"There's something like a 'complaint culture' of slander on SNS."
He also stated that, with the spread of SNS, there is less reluctance to make complaints, saying, ``Slanderous behavior has become entrenched on SNS, and a culture of complaint has been created to the point where there is no turning back.'' It is pointed out that one of the factors that causes Kashara is that
"If the ordinance is enacted, it will be easier for companies to come up with countermeasures against harassment."
Regarding the Tokyo metropolitan government's consideration of enacting an ordinance to prevent harassment, he said, ``If an ordinance is in place, it will be easier for companies to come up with countermeasures against harassment, so local governments other than Tokyo are also moving toward enacting ordinances.'' I want it to spread.''