Free Dial and Navi Dial Basics
Free Dial (0120/0800) and Navi Dial (0570) are both phone numbers used by businesses for customer service, but they differ fundamentally in who pays for the call. Understanding the difference as a consumer helps you avoid unnecessary call charges.
Free Dial is a toll-free service trademarked by NTT Communications, using numbers starting with 0120 or 0800. Navi Dial, also by NTT Communications, is a nationwide unified number service starting with 0570. Billions of calls are made to Free Dial and Navi Dial numbers annually in Japan, making them deeply embedded in daily consumer life.
Who Pays for the Call
Free Dial (0120/0800) Pricing
The business pays all call charges. Callers can speak for free, making it a low-barrier option for customers. While businesses bear the cost, it lowers the hurdle for inquiries, boosting customer satisfaction and sales opportunities.
Free Dial rates vary by the caller's line type and call duration. Calls from landlines are relatively inexpensive, but calls from mobile phones are more costly, so some businesses block mobile calls. As a rough guide, landline calls cost about 8.8 yen (tax included) per 3 minutes, while mobile calls cost about 22-44 yen (tax included) per minute. Comparing Free Dial and Navi Dial offers more detail.
Navi Dial (0570) Pricing
The caller pays. Rates are uniform nationwide: about 9.35 yen (tax included) per 3 minutes from landlines, and about 11 yen (tax included) per 20 seconds from mobile phones. The biggest caveat is that Navi Dial calls are excluded from mobile unlimited calling plans.
Navi Dial rates are often higher than standard long-distance calls, especially from mobile phones where even short calls incur significant charges. If you expect a long inquiry or hold time, consider using an alternative number. A 10-minute call from a mobile phone would cost approximately 330 yen.
Difference Between 0120 and 0800
Free Dial comes in two varieties: 0120 and 0800 numbers. There is little functional difference, but a few distinctions exist:
- Digit count: 0120 numbers are 10 digits (0120-XXX-XXX), 0800 numbers are 11 digits (0800-XXX-XXXX)
- Recognition: 0120 is widely recognized as "Free Dial" among consumers. 0800 is relatively newer and less well-known
- Availability: 0120 numbers are becoming scarce, making desired numbers hard to obtain. 0800 numbers are relatively easier to get
- Mobile access: Businesses can block mobile calls to 0120 numbers. 0800 numbers generally accept mobile calls
For a deeper comparison, see 0120 vs. 0800 - A Thorough Comparison. Recommended office phones can help with cost savings.
What Consumers Should Know
- 0570 is excluded from unlimited plans: Even with an unlimited calling plan, Navi Dial calls incur separate charges. They are also excluded from "free minutes" in flat-rate plans
- Look for alternative numbers: Company websites sometimes list regular numbers (03, 06, etc.) that are covered by unlimited plans. Searching "[company name] regular number" may help
- IP phones may not connect: 050 numbers sometimes cannot connect to Navi Dial. Use a regular number instead
- Check the rate announcement: When connecting to Navi Dial, an initial announcement states the call rate. Listen to it before deciding whether to continue
- Hold time is also charged: With Navi Dial, you are charged even while waiting on hold for an operator. During busy periods, consider calling at off-peak times or using web/chat support instead
Practical Tips to Save on Call Charges
Here are techniques to reduce your Navi Dial call costs.
How to Find Regular Numbers
Many companies maintain regular landline numbers (03, 06, etc.) alongside their Navi Dial number. These are often listed on the "Company Info" or "Contact" pages of their websites. Regular numbers are covered by unlimited calling plans. Searching for the company name on phone number lookup services can also help you find regular numbers.
Use Web and Chat Support
Many companies now offer web forms, chat support, and official LINE accounts as alternatives to phone calls. These are free and have the added benefit of keeping a written record of the conversation.
Use Callback Reservations
Some companies offer a callback reservation service through their website. Since the company initiates the call, the charges are on their end.
Why Businesses Choose Navi Dial
Navi Dial can route calls to the nearest call center based on the caller's location, improving operational efficiency. Having callers pay also reduces costs for the business. Additionally, a single nationwide number supports brand consistency.
Specific reasons businesses choose Navi Dial include:
- Cost management: For high-volume inquiry businesses, Free Dial costs can be substantial. Navi Dial shifts charges to callers
- Prank call deterrence: Since calls cost money, prank calls and unnecessarily long calls decrease compared to free numbers
- Call routing: Calls can be automatically routed to the nearest call center based on the caller's region. Failover to backup centers during disasters is also easy
- Analytics: Call volume, duration, and regional inquiry trends can be tracked
However, consumers often criticize having to pay for customer service calls, and there are growing calls for businesses to switch to Free Dial. Checking whether a company's contact number is Free Dial or Navi Dial is one smart criterion for choosing where to do business.
Comparison Summary
- Who pays: Free Dial - business pays (free for callers); Navi Dial - caller pays
- Unlimited plan coverage: Free Dial - N/A (already free); Navi Dial - excluded (separate charges)
- Number bands: Free Dial - 0120/0800; Navi Dial - 0570
- IP phone access: Free Dial - some restrictions; Navi Dial - may not connect
- Business cost: Free Dial - high (pays call charges); Navi Dial - low (caller pays)
- Consumer awareness: Free Dial - very high (especially 0120); Navi Dial - moderate
- Hold time charges: Free Dial - business pays; Navi Dial - caller pays
Future Trends
As communication evolves, usage patterns for Free Dial and Navi Dial are shifting. With chat support and social media inquiries becoming common, phone support is increasingly reserved for urgent or complex issues. However, many people - especially older adults - still prefer phone inquiries, so demand for Free Dial is expected to remain steady. See also Benefits and ROI of Implementing Free Dial.