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 Docomo Business (formerly NTT Communications), using numbers starting with 0120 or 0800. Navi Dial, from the same provider, is a nationwide unified number service starting with 0570. Both let callers reach a company through a single number from anywhere in Japan, but they are exact opposites in who pays for the call: the business or the caller.
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. What a business actually pays depends on the service and plan it contracts, so check the provider's rate table when considering adoption.
Navi Dial (0570) Pricing
The caller pays. For Navi Dial provided by NTT Docomo Business, rates as of August 2026 are 9.35 yen (tax included) per 3 minutes from landlines and similar lines, and 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, which the provider states explicitly.
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. Mobile calls are metered every 20 seconds, so at the rates above a 10-minute call comes to 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)
- Familiarity: 0120 is widely known as "Free Dial". The 0800 band came into use later, so callers do not always realize it is toll-free
- Availability: For 0120, the portion already assigned to telecom carriers covers almost the entire band (about 99% as of June 2024), making a desired number hard to obtain. For 0800, only part of the band has been assigned (about 5% as of December 2025), so numbers are relatively easier to get
- Mobile access: With either band, the company may have chosen not to accept calls from mobile phones
For a deeper comparison, see 0120 vs. 0800 - A Thorough Comparison.
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.), which are typically 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. See also frequently asked questions about IP phones
- Check the rate announcement: A Navi Dial call may begin with an announcement of the call rate. If you hear one, listen 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, and regular numbers are typically 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 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 the caller pays, prank calls and aimless long calls are easier to keep down
- 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
That said, having to pay for a customer service call is a common source of consumer dissatisfaction. 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)
- How callers see it: Free Dial - known as a number you can call for free; Navi Dial - callers may not realize it is chargeable
- Hold time charges: Free Dial - business pays; Navi Dial - caller pays
Choosing Between Contact Channels
The phone is not the only way to reach a company. Some businesses also run chat or social media support, and splitting your inquiries by type - phone for urgent or complicated matters, web forms for anything you want a written record of - keeps both call charges and effort down. When you do decide to call, check first whether a Free Dial number is offered. See also Benefits and ROI of Implementing Free Dial.