October 6, 2023 Summary of Complaints and Consultations Related to Telecommunications Services in FY2022

The Ministry of Internal Affairs and Communications (MIC) handles complaints and consultations related to telecommunications services over the phone at its Telecommunications Consumer Consultation Centers and each Regional Bureau of Telecommunications. MIC also has a dedicated web form on its website to receive complaints and consultations.
The following is a summary of the number of complaints and consultations received in fiscal 2022.

1. Number of complaints and consultations received

The number of complaints and consultations related to telecommunications services received by MIC in fiscal 2022 was 17,654. Details are shown in the attachment.

2. Utilization of cases received

The trends in the consultation cases received by MIC, together with consultation cases related to telecommunications services received over the phone by Consumer Affairs Centers nationwide, are analyzed at the Regular Meeting for Monitoring the Implementation Status of Consumer Protection Rules, and the results of the analysis are made public.
MIC has the Guidelines for Consumer Protection Rules for the Telecommunications Business Act in an effort to protect the interests of users. Furthermore, the Study Group on Verification of Consumer Protection Rules constantly examines and reviews the current consumer protection rules.

3. Measures against consumer troubles

MIC has compiled and published the Telecommunications Service Q&A to provide useful information for countermeasures against consumer troubles. Make use of this publication when signing up for or using telecommunications services.

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  The published material is in Japanese only.