Mandatory Customer Harassment Countermeasures in October 2026: Prepare Thoroughly. Practical Seminar to Cultivate On-Site Judgment and Response Capabilities.
Impression Learning Co., Ltd. is hosting a practical seminar on April 24, 2026, for corporate HR, general affairs, and customer service managers to systematically learn about customer harassment (Kasuhara) countermeasures. This seminar addresses the legal revisions making Kasuhara prevention measures mandatory for companies from October 2026. It aims to provide participants with the judgment criteria and practical response skills needed to protect employees and ensure sustainable customer service.
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Impression Learning Co., Ltd. (Chuo-ku, Tokyo; Representative: Haruhisa Fujiyama), which proposes the latest approaches to harassment education and practical methods for harassment prevention, will hold a practical seminar on April 24, 2026. This seminar is aimed at managers in corporate human resources, general affairs, and customer service departments, offering a systematic approach to learning how to respond to customer harassment (hereinafter referred to as Kasuhara).
Based on the corporate responses required by legal revisions, this seminar will examine various cases that occur on-site, clarifying what constitutes Kasuhara, how to distinguish it from legitimate complaints, and addressing difficult judgment points. It will also provide perspectives for considering internal rules and response policies. The goal is to acquire the judgment criteria and practical response capabilities necessary to protect employees and ensure sustainable customer service as an organization.
Kasuhara often involves cases where on-site judgment is difficult, making it necessary to establish internal rules and response policies.
Background of the Seminar: Kasuhara Countermeasures Transition from "Effort Obligation" to "Legal Obligation"
In recent years, customer harassment, including verbal abuse, excessive demands, and prolonged restraint by customers, has become a social issue. In response to this situation, the government revised the "Comprehensive Labor Policy Promotion Act." From October 1, 2026, companies and other organizations will be obligated to take employment management measures to prevent Kasuhara.
According to a survey by the Ministry of Health, Labour and Welfare (FY2023), approximately 28% of companies have received Kasuhara consultations in the past three years, indicating an increasing trend. Moving forward, "establishing a system to protect employees from Kasuhara" will become a legal obligation, and insufficient responses could lead to violations of safety consideration obligations and a loss of social credibility. This seminar will cover specific measures that companies should take (such as clarifying policies, establishing consultation hotlines, and considering victims) based on this latest legal background.
Lack of Established Kasuhara Judgment Standards
The following issues are becoming apparent on-site:
・Inability to explain the difference from legitimate complaints. Lack of confidence in drawing the line.
・Failure to organize what constitutes Kasuhara.
・Anxiety that mishandling a response could escalate the complaint.
・Internal regulations and response rules remain undeveloped.
Only six months remain until the law takes effect.
This period is not just for understanding the system, but also a crucial preparation period for organizing the company's approach and response direction, and sharing it internally. Precisely because the system is changing now, aligning judgment criteria and fundamental principles will help prevent on-site confusion and over-reliance on individual judgment.
Seminar Outline
■Title: Basic and Practical Seminar on Customer Harassment Countermeasures
■Date: Friday, April 24, 2026, 13:00 - 15:00
■Format: ZOOM Online Seminar
■Target Audience: Compliance officers, sales department personnel, departments related to Kasuhara countermeasures (including compliance department, human resources department) (Individuals and competitors are not permitted) (Up to 2 people per company)
■Participation Fee: Free (※Pre-registration required)
■Main Curriculum:
・Explanation of key points of the revised law:
Clarification of employer's responsibilities and duty of care. Differences between "what should be done" and "what must be done."
・Definition and judgment criteria of Kasuhara:
Key points of judgment criteria, organizing understanding using simple mini-cases.
・Organizational structure to support the front lines:
Where to start. Points to organize before the law takes effect.
■Details and Application:
https://www.impression-ilc.jp/seminar/f20260424.html
※Competitors, similar corporations, and individual participation are not accepted.
Instructor Profile
Abundant case studies deepen participants' understanding.
Masahiro Tsugita
Instructor, Impression Learning Co., Ltd.
Mr. Tsugita has over 10 years of experience in the compliance and risk management department of Nankai Electric Railway Co., Ltd. As the practical manager of the "internal reporting hotline" for the group companies (including approximately 50 companies), he handled nearly 100 compliance cases annually. He also actively worked on establishing risk management systems and formulating BCPs involving group companies. Subsequently, he engaged in consulting services related to compliance and risk management at MS&AD InterRisk Research & Consulting, Inc., and then worked in the risk management department at House Foods, where he focused on enhancing risk management systems and developing overseas crisis management systems. He is highly regarded for his rich case studies and clear communication style.
Representative's Message
Has organized numerous seminars to prevent harassment.
Haruhisa Fujiyama, Representative Director, Impression Learning Co., Ltd.
"With the legal revision, Kasuhara countermeasures will change from an 'effort obligation' to a 'corporate obligation.' The era of forcing front-line staff to 'endure' is over. What is important is for companies to draw a clear line on 'what to permit and what to reject.' In this seminar, based on Mr. Tsugita's practical experience, we will provide specific and immediately effective measures that the front lines truly need, going beyond mere legal explanations. Protecting employees means protecting the sustainability of the company. Please utilize this seminar as the first step towards that goal."
【About Impression Learning Co., Ltd.】
Japan's first training company specializing in gray zone issues of power harassment and sexual harassment. It provides an environment where businesses can learn to correctly understand harassment, including gray zone issues and their countermeasures, to foster proper understanding in the workplace.
【Company Overview】
Company Name: Impression Learning Co., Ltd.
Location: Yoda Chu Building 5F, 1-14-9 Kyobashi, Chuo-ku, Tokyo
Representative: Haruhisa Fujiyama
Established: 2009
URL: https://www.impression-ilc.jp/
Representative Blog: https://harassment.tokyo/wp/
Business Activities: Harassment training, compliance training, next-generation leader accounting training, etc.
Based on the corporate responses required by legal revisions, this seminar will examine various cases that occur on-site, clarifying what constitutes Kasuhara, how to distinguish it from legitimate complaints, and addressing difficult judgment points. It will also provide perspectives for considering internal rules and response policies. The goal is to acquire the judgment criteria and practical response capabilities necessary to protect employees and ensure sustainable customer service as an organization.
Kasuhara often involves cases where on-site judgment is difficult, making it necessary to establish internal rules and response policies.
Background of the Seminar: Kasuhara Countermeasures Transition from "Effort Obligation" to "Legal Obligation"
In recent years, customer harassment, including verbal abuse, excessive demands, and prolonged restraint by customers, has become a social issue. In response to this situation, the government revised the "Comprehensive Labor Policy Promotion Act." From October 1, 2026, companies and other organizations will be obligated to take employment management measures to prevent Kasuhara.
According to a survey by the Ministry of Health, Labour and Welfare (FY2023), approximately 28% of companies have received Kasuhara consultations in the past three years, indicating an increasing trend. Moving forward, "establishing a system to protect employees from Kasuhara" will become a legal obligation, and insufficient responses could lead to violations of safety consideration obligations and a loss of social credibility. This seminar will cover specific measures that companies should take (such as clarifying policies, establishing consultation hotlines, and considering victims) based on this latest legal background.
Lack of Established Kasuhara Judgment Standards
The following issues are becoming apparent on-site:
・Inability to explain the difference from legitimate complaints. Lack of confidence in drawing the line.
・Failure to organize what constitutes Kasuhara.
・Anxiety that mishandling a response could escalate the complaint.
・Internal regulations and response rules remain undeveloped.
Only six months remain until the law takes effect.
This period is not just for understanding the system, but also a crucial preparation period for organizing the company's approach and response direction, and sharing it internally. Precisely because the system is changing now, aligning judgment criteria and fundamental principles will help prevent on-site confusion and over-reliance on individual judgment.
Seminar Outline
■Title: Basic and Practical Seminar on Customer Harassment Countermeasures
■Date: Friday, April 24, 2026, 13:00 - 15:00
■Format: ZOOM Online Seminar
■Target Audience: Compliance officers, sales department personnel, departments related to Kasuhara countermeasures (including compliance department, human resources department) (Individuals and competitors are not permitted) (Up to 2 people per company)
■Participation Fee: Free (※Pre-registration required)
■Main Curriculum:
・Explanation of key points of the revised law:
Clarification of employer's responsibilities and duty of care. Differences between "what should be done" and "what must be done."
・Definition and judgment criteria of Kasuhara:
Key points of judgment criteria, organizing understanding using simple mini-cases.
・Organizational structure to support the front lines:
Where to start. Points to organize before the law takes effect.
■Details and Application:
https://www.impression-ilc.jp/seminar/f20260424.html
※Competitors, similar corporations, and individual participation are not accepted.
Instructor Profile
Abundant case studies deepen participants' understanding.
Masahiro Tsugita
Instructor, Impression Learning Co., Ltd.
Mr. Tsugita has over 10 years of experience in the compliance and risk management department of Nankai Electric Railway Co., Ltd. As the practical manager of the "internal reporting hotline" for the group companies (including approximately 50 companies), he handled nearly 100 compliance cases annually. He also actively worked on establishing risk management systems and formulating BCPs involving group companies. Subsequently, he engaged in consulting services related to compliance and risk management at MS&AD InterRisk Research & Consulting, Inc., and then worked in the risk management department at House Foods, where he focused on enhancing risk management systems and developing overseas crisis management systems. He is highly regarded for his rich case studies and clear communication style.
Representative's Message
Has organized numerous seminars to prevent harassment.
Haruhisa Fujiyama, Representative Director, Impression Learning Co., Ltd.
"With the legal revision, Kasuhara countermeasures will change from an 'effort obligation' to a 'corporate obligation.' The era of forcing front-line staff to 'endure' is over. What is important is for companies to draw a clear line on 'what to permit and what to reject.' In this seminar, based on Mr. Tsugita's practical experience, we will provide specific and immediately effective measures that the front lines truly need, going beyond mere legal explanations. Protecting employees means protecting the sustainability of the company. Please utilize this seminar as the first step towards that goal."
【About Impression Learning Co., Ltd.】
Japan's first training company specializing in gray zone issues of power harassment and sexual harassment. It provides an environment where businesses can learn to correctly understand harassment, including gray zone issues and their countermeasures, to foster proper understanding in the workplace.
【Company Overview】
Company Name: Impression Learning Co., Ltd.
Location: Yoda Chu Building 5F, 1-14-9 Kyobashi, Chuo-ku, Tokyo
Representative: Haruhisa Fujiyama
Established: 2009
URL: https://www.impression-ilc.jp/
Representative Blog: https://harassment.tokyo/wp/
Business Activities: Harassment training, compliance training, next-generation leader accounting training, etc.