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It appears that the Japanese government does not collect customer satisfaction feedback proactively.  However, the Ministry of Internal Affairs and Communications (MIAC) accepts complaints, opinions, and requests from the general public concerning the business of administrative agencies, including the provision of services, and mediates disputes.[1]  One of the missions of the MIAC is to maintain comprehensive and efficient administration through management and operation of the country’s basic system of administration.[2]  Complaints, opinions, and requests from the general public are used for better management of the administration of government.   

Complaints, opinions, and requests are accepted in person at regional administrative consultation offices of the MIAC; through administrative consultants in the submitter’s geographic area; by phone, mail, or facsimile; or online.[3]  These submissions may touch on various subjects, including the quality of services received.[4]  Approximately 170,000 complaints, opinions, and requests are submitted per year.[5]  Several examples of these are included on the MIAC website.[6]

Individual agencies also accept opinions and proposals online.  It appears that each agency has a different form for this process.[7]  Some agencies report examples of opinions and answers and publish them.[8]

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Prepared by Sayuri Umeda
Foreign Law Specialist
October 2017


[1] MIAC Establishment Act, Act No. 91 of 1999, art. 4, item 15.

[2] Id. art. 3.

[3] 行政相談制度・行政相談委員制度の概要 [Summary of Administration Consultation and Administration Consultant System] (Submitted to the Study Group of the Administration Consultant System) (Dec. 19, 2008), http://www.soumu.go.jp/main_sosiki/hyouka/soudan_n/pdf/081219_2_3.pdf, archived at https://perma.cc/TK7H-UEC4.  

[4] 国の行政に関する苦情、意見・要望は「行政相談」をご利用ください [Please Use “Administration Consultation” for Complaints, Opinions, and Requests Concerning National Administration], Cabinet Office (Oct. 11, 2016), http://www.gov-online.go.jp/useful/article/201310/1.html, archived at https://perma.cc/UHT3-4X8P.

[5] 行政評価局 [Dept. of Evaluation of Administration], MIAC, http://www.soumu.go.jp/main_sosiki/hyouka/ (last visited Oct. 19, 2017), archived at https://perma.cc/L6C5-VB8C.

[6] Cabinet Office, supra note 4.

[7] For example, the Ministry of Justice’s online form is available at https://www.moj.go.jp/mojmail/kouhouinput.php (last visited Oct. 19, 2017), archived at https://perma.cc/9T2B-XUWF.  The Ministry of Health, Labour and Welfare’s form is available at https://www-secure.mhlw.go.jp/getmail/getmail.html (last visited Oct. 19, 2017), archived at https://perma.cc/4WFB-6A42.

[8] For example, Press Release, 厚生労働省に寄せられた「国民の皆様の声」の集計報告について [Report of Aggregated “People’s Voices” Submitted to the MHLW] (Sept. 26, 2017), http://www.mhlw.go.jp/houdou_ kouhou/sanka/koe_boshu/dl/170926a.pdf, archived at https://perma.cc/U65H-7HSQ.