Toll-free numbers in Japan are designated by the prefix 0120. These numbers offer a cost-free means for customers to connect with businesses, promoting better communication and accessibility. In this comprehensive guide, we will explore how toll-free numbers work in Japan, potential charges associated with these calls, and their availability for callers both within the country and from abroad.

1. How do toll-free numbers work in Japan?

Toll-free numbers in Japan, marked by the prefix 0120, are widely used by businesses to provide a convenient and free communication channel for customers. When a customer dials a toll-free number, the charges for the call are borne by the business that owns the number. This allows customers to reach out to businesses without incurring any expenses, leading to improved customer service.

Regulatory Authority: Ministry of Internal Affairs and Communications (MIC)

2. Are there any charges associated with calling toll-free numbers in Japan?

No, there are no charges associated with calling toll-free numbers with the prefix 0120 in Japan. The business that owns the toll-free number is responsible for covering the costs of these incoming calls.

3. Are toll-free numbers universally free from all networks in Japan?

Toll-free numbers with the prefix 0120 are universally free from all landline and mobile phone networks in Japan. Customers can call these numbers from any network without incurring any charges.

4. How are toll-free calls billed for mobile users in Japan?

Toll-free calls from mobile phones are generally free for customers on monthly plans with inclusive minutes. However, if a customer has used up their inclusive minutes or is on a prepaid plan, the call may be subject to the standard call rates set by their mobile service provider.

5. Can toll-free numbers be accessed from abroad in Japan?

Toll-free numbers in Japan are primarily intended for domestic callers and may not be accessible from abroad. Calling a Japanese toll-free number from another country could result in an international call charge for the caller. Additionally, some toll-free numbers may not be reachable from certain foreign networks or regions. For international customers or businesses with a global clientele, it is advisable to provide alternative non-toll-free contact options for international callers. You can also utilise our in-app or click-to-call service if you wish to provide global toll-free calling to customers.

Real-World Example:

Let’s consider a scenario where a customer in Japan needs to inquire about a product from a company’s customer service team. The company provides a toll-free helpline with an 0120 number. The customer dials the toll-free number from their mobile phone, which is on a monthly plan with inclusive minutes. In this case, the customer will not incur any charges for the call, as it is covered within their monthly allowance. The business will be responsible for the call costs.

Practical Tips:

  • Check your mobile phone plan: Ensure you have inclusive minutes available before calling a toll-free number to avoid unexpected charges.
  • International callers: If you are calling from abroad, use alternative contact numbers provided by the business, as toll-free numbers may not be accessible internationally.
  • Non-toll-free options: Businesses should consider offering alternative non-toll-free contact numbers for customers who may prefer non-geographic or international calling options.


Toll-free numbers play a vital role in enabling efficient and cost-free communication between businesses and customers in Japan. With calls being free for customers, businesses can enhance their customer service and accessibility. Businesses should keep in mind the call charges for mobile users on prepaid plans and provide clarity on the accessibility of toll-free numbers from abroad. By leveraging toll-free numbers, businesses can build trust with customers and foster long-lasting relationships.