日本マクドナルド has announced plans to strengthen customer harassment countermeasures across the company and, ahead of their mandatory introduction from 1 October, establish a system for handling store-level issues through the organization.
日本マクドナルド has announced that, in line with customer harassment countermeasures becoming mandatory from 1 October under the amended Act on Comprehensive Promotion of Labor Policies, it will strengthen a system for passing store-level issues to responsible personnel and the organization rather than leaving them to individuals. While continuing to respond sincerely to legitimate opinions, the company also outlined a policy of shifting cases involving personal attacks or excessive demands to organizational handling. It will roll out a response guide for store managers and information for crew members across the company.
At Japan Smile Convention (JSC) 2026, held in Yokohama on 16 September, a talk session on customer harassment countermeasures was held. Mori Sachiko (森 幸子), section manager of the Food Service and Food Culture Section, explained with specific examples how to balance “caring for customers” with “protecting employees.”