Frequently Asked Questions

1General Consultation Desk

What is customer harassment?

Under Article 2, Item 5 of the Tokyo Ordinance on the Prevention of Customer Harassment, "customer harassment" is defined as "a significantly disruptive act related to an employee’s duties, carried out by a customer or equivalent party, which harms the employee’s working environment.

What kind of consultations do you accept?

We mainly accept consultations regarding "customer harassment prevention measures" from business operators, employees, and customers.

What should businesses do to prevent customer harassment?

Businesses are encouraged to take measures such as establishing clear policies, setting up consultation or reporting channels, and developing internal manuals. These steps are outlined in detail in the Guidelines for the Prevention of Customer Harassment.

I am unable to call the consultation desk during the day because I am working. How should I seek consultation?

For those who have difficulty consulting by phone, we have a consultation form available. If you fill out and submit your inquiry through the form, we will respond on the next business day or later.

2Seminars for Businesses and Organizations

In what format will the seminar be held?

We plan to hold the seminar online via Zoom Webinars.

How can I check the registration status of the seminar?

When you register for the seminar, a confirmation email will be automatically sent to the email address you provided. If you do not receive the confirmation email, please contact the administration office at (info@customer-harassment-taisaku.metro.tokyo.lg.jp)

May I record the seminar, either by video or audio?

Please refrain from recording the seminar, either by video or audio. An archived recording will be made available at a later date for those who are unable to attend the live session.

3Dispatch of Experts for Organizations

How long does it take to receive confirmation after submitting the application?

After you submit your application, our office will conduct a preliminary interview based on the information provided. You will be contacted within five business days to schedule the interview. After the interview, the final decision regarding the dispatch will be communicated within another five business days.

How is the expert to be dispatched selected?

Based on the application details and the preliminary interview, our office will assign an expert who best matches the specific needs of your organization.

Will the same expert be dispatched for all five sessions?

In principle, the same expert will be assigned for all sessions. However, depending on the issues faced or the content of the manual under consideration, a different expert may be dispatched as needed.

How is the date and time for the expert dispatch determined?

After your application is reviewed, our office will contact your organization by phone or email to coordinate the schedule. The visit date and time will be arranged in consultation with you to ensure it aligns with your availability and the expert’s schedule.

Is consultation support available by phone?

Consultation support by phone is not available. In principle, consultations will be conducted face-to-face at your organization’s office.