October 21, 2025 Consultation with the Information and Communications Council on the Further Optimization of Consumer Protection Rules and Their Adaptation to the Digital Transformation (DX) Era (hereinafter the "Further Optimization and Adaptation")

　The Ministry of Internal Affairs and Communications (MIC) has consulted the Information and Communications Council, chaired by ENDO Nobuhiro, Special Advisor to NEC Corporation, on the Further Optimization and Adaptation. At the same time, the Subcommittee on the Consumer Protection Policy was established under the Telecommunications Business Policy Committee of the Council as a forum for discussion.

Note: The published materials are in Japanese only.

1. Background

　The Telecommunications Business Act (Act No. 86 of 1984) stipulates that its purpose is to ensure the smooth provision of telecommunications services and to protect the benefits of users by promoting appropriate and reasonable business operations as well as fair competition. As part of efforts to protect users’ benefits, the MIC has been promoting the enhancement of consumer protection rules.

　The enhancement and implementation of these consumer protection rules have reduced the number of complaints and consultations in the telecommunications sector by more than 20% over the past decade, from 90,668 in FY2015 to 69,448 in FY2024. These figures represent the combined totals managed by the MIC and the National Consumer Affairs Center of Japan.

　On the other hand, the number of complaints and consultations still remains high, at around 70,000 cases per year. While service and fee plans are becoming increasingly diversified and complex, and the progress of digital transformation (DX) across society is changing the market environment, new consumer issues are expected to emerge in the future.

　We need to respond quickly and flexibly to these situations and create a sustainable environment in which consumers can use telecommunications services safely, securely, and conveniently. To this end, it is essential to understand the current state of consumer issues and anticipated future trends, including progress in DX, continuously examine and review the consumer protection rules, and consider necessary measures to ensure compliance with the newly enhanced rules. These efforts will contribute to the further optimization of the consumer protection rules.

　Against this background, the MIC today consulted the Information and Communications Council on the Further Optimization and Adaptation. It was also decided to establish the Subcommittee on the Consumer Protection Policy under the Council's Telecommunications Business Policy Committee as a forum for the study.

2. Matters that should be included in the report

(1) How to enhance explanations to consumers (e.g., how to fulfill the obligation to explain procedures for concluding and canceling contracts)

(2) How to protect consumers with low bargaining power (e.g., how to conclude contracts with the elderly)

(3) How to ensure legal compliance (e.g., measures taken by local governments and telecommunications carriers to ensure legal compliance in telemarketing and other sales activities)

(4) How consumer protection rules should be in light of the progress of DX (e.g., how to promote DX in procedures for concluding and canceling contracts)

(5) Other matters deemed necessary

3. Preferred timing for reporting

The partial report is expected in the summer of 2026.
The final report is expected in the summer of 2027.