Sony Implements New Anti-Harassment Policy Following Physical Disc Controversy

Sony Japan has introduced a new customer harassment policy in response to the backlash over its decision to cease production of physical game discs starting January 2028. The policy, published on Sony's official website on September 1, 2026, outlines various examples of harassment and urges customers to adhere to the company's behavioral guidelines.

"Our company strives to provide honest service so that our customers can use our products and services with peace of mind, and we value customer feedback to improve our services," the policy states. "On the other hand, the dignity and safety of our employees must not be threatened by customer harassment, such as words or demands from customers that exceed what is considered reasonable according to social norms."

Sony emphasized its "firm stance" against behaviors including "persistent and repeated, or prolonged, demands, excessive or unreasonable demands for compensation or apologies, and abusive language, threats, slander, and other similar behaviors." Other examples include "forcing someone to prostrate themselves" and "visiting our offices or related facilities without permission." If such behavior is confirmed, Sony may "restrict or suspend customer service" to protect employees, and if necessary, contact "police, lawyers, etc." to take legal action or initiate criminal proceedings.

Sony is among several Japanese companies adopting such measures to safeguard employees. In October 2025, a new law was enacted requiring employers nationwide to take action against customer harassment. According to Uni Global Union, this marked a significant shift in Japan's workplace culture, moving away from the "customer is always right" mentality toward a focus on worker protections.

Sony's policy comes amid ongoing backlash from players over its decision to stop producing physical discs, as well as its contentious response to related litigation. In August, Sony responded to a class action lawsuit accusing it of failing to clearly state that purchasing a game on its digital store only grants a revocable license, arguing that "in the digital age, it is not plausible to allege that reasonable consumers believed they were obtaining 'ownership' of a digital game."

Additionally, a Dutch consumer group and the Stop Killing Games movement have jointly sued Sony, alleging that the company charged Dutch customers higher prices on its digital store compared to other regions. In Mexico, another lawsuit claims Sony engages in "anti-competitive practices" by limiting purchases to its digital storefront, stifling competition from other game retailers.

Despite the controversy, Sony continues to pursue an all-digital future. Chief Financial Officer Lin Tao stated that the company will "cautiously move this forward" with its plan to eliminate game discs, despite "strong views" from players.