{"rewrite":{"id":"r_08c2adf6b7315e2e016c8ffb","clusterId":"c_bba155ed5d12dce12cfdac30","slug":"sony-interactive-entertainment-publishes-customer-harassment-policy-for-japan","model":"deepseek-v4-flash","headline":"Sony Interactive Entertainment Publishes Customer Harassment Policy for Japan","summary":"Sony Interactive Entertainment published a basic policy on customer harassment for Japan on September 1, 2026, on the PlayStation Support page. The policy says the company will respond sincerely to customer voices and use them to improve services, but will not tolerate speech or demands that exceed socially acceptable bounds. It lists eight examples of harassment, including persistent or prolonged demands, excessive or unreasonable compensation or apology requests, abusive language, threats and slander, demands unrelated to products or services, intimidating attitudes or forcing employees to kneel, discriminatory or sexual remarks, attacks on individual employees, and unauthorized visits to offices or facilities. When harassment is confirmed, SIE may restrict or stop responding to the customer, and may consider legal measures including cooperation with police and lawyers and criminal proceedings. The policy follows the revised Act on Promotion of Measures to Prevent Unfair Labor Practices, which takes effect October 1, 2026, and makes customer harassment countermeasures mandatory for all companies. SIE joins Square Enix, Capcom and Arc System Works, which have published similar policies.","whyItMatters":"Published a month before the revised labor law makes harassment countermeasures a legal obligation for all Japanese employers, the policy signals SIE is treating customer harassment as a compliance matter, with criminal proceedings explicitly on the table.","webCardHtml":"\u003cp\u003eThe policy carries a note that the eight listed examples are not exhaustive. SIE says it will respond firmly to such behavior and aim to build a healthy, sustainable relationship while respecting both customers and employees. When harassment is confirmed, the company may restrict or stop responding to the customer to protect employee safety, and may consider legal measures including cooperation with police and lawyers and criminal proceedings.\u003c/p\u003e\u003cp\u003eSIE is the latest game company to formalize a harassment stance. Square Enix published its customer harassment policy in January 2025, and in April 2026 it was revealed that a person who posted a video lowering the social standing of Square Enix employees and Final Fantasy XIV related people settled with an apology and payment. Capcom published its policy in July 2025, when the Monster Hunter Wilds official X account also posted about excessive slander. Arc System Works reaffirmed its March 2025 customer harassment and social media policies on official X in May 2026, days after the Guilty Gear series account posted similar content.\u003c/p\u003e","blueskyPost":"SIE's new customer harassment policy for Japan names forcing employees to kneel, attacks on individual staff, and unauthorized office visits as harassment, and says it may cut off service and pursue criminal proceedings.","twitterPost":"SIE published its customer harassment policy a month before Japan's revised labor law makes such measures mandatory for every employer. Square Enix, Capcom and Arc System Works already have theirs.","threadsPost":null,"newsletterBlurb":"Sony Interactive Entertainment has published a basic policy on customer harassment for Japan, naming eight behaviors from forced kneeling to attacks on individual employees. The move comes a month before a revised labor law makes harassment countermeasures mandatory for all Japanese employers, and follows similar policies from Square Enix, Capcom and Arc System Works.","attributionJson":"[{\"source\":\"Automaton\",\"url\":\"https://automaton-media.com/articles/newsjp/sie-20260901-464319/\",\"title\":\"SIE、「カスタマーハラスメントに対する基本方針について」を日本向けに公開。来月の改正労働施策総合推進法の施行を受けて\"},{\"source\":\"Game Spark\",\"url\":\"http://www.gamespark.jp/article/2026/09/02/171618.html\",\"title\":\"SIE、カスハラへの基本方針を公開-「土下座の強要」「社員個人への攻撃」など例示、対応の制限・中止や法的措置も\"},{\"source\":\"GameBusiness.jp\",\"url\":\"https://www.gamebusiness.jp/article/2026/09/02/27862.html\",\"title\":\"SIE、カスハラへの基本方針を公開-「土下座の強要」「社員個人への攻撃」など例示、対応の制限・中止や法的措置も\"}]","lintFlagsJson":null,"lintHits":0,"costUsd":0,"inputTokens":10214,"outputTokens":4477,"status":"published","repairAttempts":0,"nextRepairAt":null,"factsAttemptedAt":1788326127,"createdAt":"2026-09-02T05:08:05.000Z","publishedAt":"2026-09-02T05:13:00.000Z","updatedAt":"2026-09-02T05:13:00.000Z"},"cluster":{"id":"c_bba155ed5d12dce12cfdac30","canonicalTitle":"SIE、「カスタマーハラスメントに対する基本方針について」を日本向けに公開。来月の改正労働施策総合推進法の施行を受けて","representativeArticleId":"a_c01963c9f283ecaadbea4a59","sourceCount":3,"writtenSourceCount":3,"writeAttempts":3,"isSolo":false,"entitiesJson":"{\"anime_titles\":[],\"manga_titles\":[],\"work_titles\":[],\"studios\":[\"Sony Interactive Entertainment\"],\"people\":[],\"type\":\"news\",\"domain\":\"industry\",\"is_roundup\":false}","contentType":"news","status":"published","firstSeenAt":"2026-09-01T06:08:16.000Z","lastSeenAt":"2026-09-02T04:45:03.000Z","updatedAt":"2026-09-02T05:13:19.000Z"},"attribution":[{"source":"Automaton","url":"https://automaton-media.com/articles/newsjp/sie-20260901-464319/","title":"SIE、「カスタマーハラスメントに対する基本方針について」を日本向けに公開。来月の改正労働施策総合推進法の施行を受けて"},{"source":"GameBusiness.jp","url":"https://www.gamebusiness.jp/article/2026/09/02/27862.html","title":"SIE、カスハラへの基本方針を公開―「土下座の強要」「社員個人への攻撃」など例示、対応の制限・中止や法的措置も"},{"source":"Game Spark","url":"http://www.gamespark.jp/article/2026/09/02/171618.html","title":"SIE、カスハラへの基本方針を公開―「土下座の強要」「社員個人への攻撃」など例示、対応の制限・中止や法的措置も"}],"entities":{"anime_titles":[],"manga_titles":[],"work_titles":[],"studios":["Sony Interactive Entertainment"],"people":[],"type":"news","domain":"industry","is_roundup":false},"keyFacts":["Sony Interactive Entertainment published its customer harassment basic policy for Japan on September 1, 2026, on the PlayStation Support page.","The policy lists eight examples of customer harassment, including forcing employees to kneel, attacks on individual employees, and unauthorized visits to company offices.","The revised Act on Promotion of Measures to Prevent Unfair Labor Practices takes effect October 1, 2026, making customer harassment countermeasures mandatory for all companies.","Sony Interactive Entertainment may restrict or stop responding to customers confirmed to have harassed employees, and may pursue legal measures including criminal proceedings.","Square Enix, Capcom and Arc System Works have published similar customer harassment policies since 2025."]}