A wave of abusive consumers has prompted authorities to introduce the country’s first ordinance to protect service industry employees

Japan is celebrated for its exceptional levels of customer service. But the behaviour of a growing number of customers and clients leaves a lot to be desired.

The rise of the abusive consumer has prompted authorities in Tokyo to introduce the country’s first ordinance – a locally approved regulation – to protect service industry staff from kasuhara – the Japanese abbreviated form of “customer harassment”.

While the Tokyo ordinance, which will go into effect in April, does not carry penalties, experts hope the move will highlight a growing social problem and, perhaps, encourage people to think twice before taking out their frustrations on staff.