English Language Customer Service Helplines in Japan

Many people move to Japan with the laudable goal of learning Japanese and one of the best ways to improve is of course to speak the language at every opportunity. However, when faced with emergency situations or urgent matters where quick, clear, and simple communication is essential, you may need to be able to speak in English. Fortunately, customer service helplines offering service in English have increased in Japan in recent years. The following article explains what different English-language helplines are available in Japan, depending on the nature of your inquiry.

Emergency Telephone Numbers in Japan

If you are faced with an emergency in Japan, you should immediately pick up your phone and call for help. Emergency services are generally excellent in Japan with well-trained and professional personnel who respond promptly when called.

Depending on your location and the operator who picks up the phone, it may be difficult to communicate in English. Handing off the phone to a Japanese speaker may be your most efficient option, but if your only option is to speak in English, try to speak slowly and clearly so that the operator can do their best to assist you or find someone who can. If you want to learn some basic Japanese phrases useful in emergency situations, Selectra Japan has a guide on their “Emergency Numbers in Japan” page.

Other options in emergency situations… If you are caught without your mobile phone, Japan still has a considerable number of public pay phones, especially around train stations and convenience stores. You can call emergency services free of charge using a public telephone. You need to press the red button near the base of the phone (for green phones; gray phones don’t have this button) and dial 110 or 119.

Another option is the local kōban police box (交番) if you know its location and it is close by. The police in the kōban will be more than willing to help and can contact other emergency services if necessary. Police at kōban also have very detailed maps if you are lost (for many years, before smartphones and Google Maps, it was very common practice in Japan to ask for directions at the local kōban!)

English Helpline Numbers in Japan - General Information and Assistance

If you are an English speaker in Japan and struggling to find the right number to call for the issue you are facing, there are several helplines in the country offering general assistance to foreigners, so these can be a good place to start.

Toll-free numbers in Japan Numbers that begin with 0120 are toll-free numbers. These numbers can be called free of charge from anywhere within Japan (they cannot be called from outside Japan). Emergency numbers such as 119 and 110 are also toll-free.
For other numbers, call charges will apply.

Your local ward or city may also have assistance available for English speakers which might be more convenient if you need to speak to someone in person (or if you require local information), so you can check with your local authorities or contact one of the helplines below for information on which services are available near you.

Healthcare Helplines for English Speakers

English Helpline Numbers in Japan - Healthcare

The Japanese healthcare system is partially subsidized by the government for those who have Japanese Health Insurance, meaning that patients pay only a nominal fee (this varies depending on the particular provider and the nature of the treatment involved) for each visit to a clinic or hospital. 70% of the cost of most pharmaceuticals is subsidized as well.

Most healthcare for young children (with Japanese Health Insurance) is fully subsidized in Japan, including most immunizations and pharmaceutical prescriptions.

Most dental procedures are also subsidized in Japan (for those with Japanese Health Insurance).

If you need a doctor or dentist in Japan…

• You may visit any clinic or hospital (most people go to smaller clinics except for emergencies or after referrals)
• Make sure to check operating hours (online)
• Be sure to bring your Japanese Health Insurance Card and cash (some facilities do no accept credit cards)
• Be aware that there are no GPs (general practitioners) in Japan. Clinics are specialized (ear-nose-throat, dermatology, etc.) so you should search for the right type of clinic before you go.
• Be aware that reservation systems vary from facility to facility (some online, some walk-in, some by telephone)
• Be aware that prescriptions from other countries are not accepted in Japan; you will need to receive a prescription from a doctor in Japan.

Travel Insurance

If you will be traveling in Japan or living in Japan for a short period of time without Japanese Health Insurance, make sure that you will be covered by a travel insurance provider, or you will have to pay all fees yourself.

Because healthcare providers can be chosen freely in Japan and thus vary in terms of quality, service, and price, it can be a good idea to ask around for recommendations from friends, colleagues, or neighbors when searching for a new doctor or dentist.

English Helpline Numbers in Japan - Utilities

When moving to Japan or relocating within Japan, setting up electric, gas, water, and telephone/internet service will be among your first priorities. Below are some numbers to call that will help you get these important jobs done (in English).

Electricity

Your main option for electricity will be the major provider in your area (e.g. TEPCO if you live in Tokyo or the surrounding Kanto region). The telephone number to call will differ depending on where you live and the nature of your inquiry. You can check the call center numbers (and reception hours) for TEPCO here. Numbers are generally toll-free. Service in English is available in principle, though connecting you with an English operator may take longer, depending on how busy the system is.

These days, there are also many alternative providers that can help you with your energy needs, such as Hinatao Energy. You can contact Selectra Japan toll-free on 0120-013-605 for full assistance (in English) with finding the best (and cheapest) electricity plan for you.

Gas

Your main option for gas will be the major provider in your area (e.g. TOKYO GAS if you live in Tokyo or the surrounding Kanto region). The telephone number to call will differ depending on where you live and the nature of your inquiry. You can check the call center numbers (and reception hours) for TOKYO GAS here. Numbers are generally toll-free. Service in English is available in principle, though connecting you with an English operator may take longer, depending on how busy the system is.

These days, however, there are many alternative providers such as Hinatao Energy that can help you with your energy needs. You can contact Selectra Japan toll-free on 0120-013-605 for full assistance (in English) with finding the best (and cheapest) gas contract for you.

Water

Your water provider is solely based on where you live in Japan, unlike gas and electricity (the energy markets were deregulated in Japan in 2016, breaking the monopolies of the major gas and electricity providers to give customers more choice). All you need to do is sign up with your local water provider.

In Tokyo, you should call 03-5326-1101 (23 wards) or 03-3344-2531 (outside the 23 wards) if you are moving and need to stop/start your water supply. You can also download a form to submit via the mail or complete an online application. Note that the number for water-related emergencies and other inquiries is different: 03-5326-1101.

Phone numbers and procedures vary by prefecture/region, so if you live outside Tokyo, be sure to check with your local waterworks department.

Mobile Phone/Internet Service

Mobile phone service and internet service can also be broadly divided into traditional major providers (au, docomo, SoftBank) and newer alternative providers. For more information, you can check out Selectra Japan’s page on Applying for SIM Cards and Mobile Service in Japan or on Internet options in Japan for visitors or new residents (SIM cards, Broadband, Pocket Wi-Fi). These pages explain which providers have service in English and also discuss price, convenience, contract length, and other relevant factors.

You can also contact Selectra Japan toll-free on 0120-013-605 for full assistance (in English) with finding the best mobile phone and internet contracts for you.

English Helpline Numbers in Japan - Travel and Transportation

These days, most people use apps on their phones or devices to navigate Japanese trains, buses, and ferries (yes, Japan has lots of ferries!). The level of detail is quite impressive, with some apps even suggesting which train cars to select in order to make transfers easier and quicker.

There are still, however, a few phone numbers that could be useful to you as you try to find your way around Japan.