Workplace bullying and harassment has become a major issue for the hospitality industry, not just in New Zealand, but all over the world.
Nearly 20 percent of workers in Japan’s restaurant industry have experienced “customer harassment,” such as unreasonable demands and behaviour by customers, a government white paper showed Tuesday.
The proportion of such workers came to 18.8 percent, according to the 2025 white paper on measures to prevent “karoshi,” or death from overwork, which was adopted at the day’s cabinet meeting.
The white paper also noted that workers in managerial positions tended to work long hours.
By job position, the customer harassment experience rate was highest among area managers at 30.0 percent, followed by 21.3 percent among restaurant staff and 19.5 percent among restaurant managers.
Harassment acts included repeated complaints, intimidating language and behaviour, threats, and slander.
In New Zealand, the Minister for Public Service, Hon Judith Collins KC, introduced a strengthened Speaking Up model standards in September in order to assist complaints of various harassment.
“The improvements will ensure that anyone who raises a complaint is treated with the dignity, respect and fairness that they deserve,” said Minister Collins.
The standards draw on feedback from complainants to the Public Service Commission and the results of the recent Public Service Census, which found that 12 percent of public servants said they had experienced harassment or bullying in the past 12 months in their current workplace.
Improvements include clearer expectations for regular communication, with complainants being updated at agreed intervals but at least monthly, even if there is no substantive update; legal support in specific circumstances, with agencies expected to consider providing legal support when there is a power imbalance or the complaint is particularly serious or complex; and stronger escalation pathways, with complainants having clearer options to raise concerns outside their agency.
“The changes reflect best practice and reinforce the public service’s zero tolerance for bullying, harassment, and discrimination,” Minister Collins said.
“Everyone has a right to feel safe and supported when they speak up.”
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