JR East (East Japan Railway Company) announced that an operator at its JR East Contact Center, the inquiry desk for railway matters (train schedules, fares/charges, and seat availability), accessed a phone number search website and posted inappropriate comments about customers who had made inquiries.
An operator working at the JR East Contact Center (an employee of an NEC Group company under a business outsourcing contract) accessed a phone number search site from a work terminal and repeatedly posted inappropriate comments about inquiring customers in the review section for phone numbers.
From March 2024 through August 2025, the operator posted a total of 290 comments across 245 phone numbers. JR East states that all posts have already been deleted.
In response to this incident in Japan, JR East will set up a temporary inquiry hotline, provide renewed compliance training, and block access to phone number search sites from work terminals.
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