What if your harasser is a customer or client, not a coworker?

When a customer or client crosses a line, it can feel like you are on your own. The person making you uncomfortable is not a coworker or a manager. That can make it easy to stay quiet and absorb the harm. However, Florida law is clear: your employer has a responsibility to you even when the harasser is not on their payroll.

Your employer’s responsibility does not end with their own staff

Under Florida and federal law, your employer may face legal liability for third-party harassment if they knew or should have known about it and failed to take prompt, appropriate action. The key factor is knowledge. Once you report the conduct, your employer has an obligation to investigate and take appropriate corrective action. Their silence or inaction is not a neutral stance.

The Florida Civil Rights Act is similar to Title VII and applies to employers with 15 or more employees. If your employer meets that threshold, they have a legal obligation to address your complaint promptly.

This matters especially in Florida’s service and hospitality industries, where client-facing work is common. Regular contact with the public does not reduce what your employer owes you. And “the customer is always right” is not a legal defense.

What you can do right now

You do not have to wait for your employer to act first. There are steps you can take now to protect yourself and keep your options open:

• Documenting what happened: Noting the date, time, location and what the harasser said or did gives you a reliable record.
• Reporting in writing: A written complaint to HR or a supervisor creates a record your employer cannot easily dismiss.
• Asking about accommodations: Your employer may be able to reassign your shifts or limit your direct contact with that client.
• Knowing your filing options: If your employer does not respond, the Florida Commission on Human Relations (FCHR) and the U.S. Equal Employment Opportunity Commission (EEOC) both accept complaints. Florida law gives you 365 days from the last incident to file with the FCHR, and federal EEOC deadlines may differ.

Taking these steps early puts you in a stronger position. This content provides general information only and does not constitute legal advice. An employment attorney may better understand and support your specific situation.

You should not have to choose between your job and your safety

Reporting a paying customer can feel risky, especially when your hours or livelihood are at stake. However, that pressure does not mean you have to face this alone. As a Florida worker, you have protections under state and federal law. Legal guidance may help you understand whether your experience crosses a legal line.