Misdirection of customer emails and failure to respond to non-Japanese inquiries received by the International Mail My Page Service Office
November 14, 2023
We recently discovered that customer emails had been misdirected and that we had failed to respond to these non-Japanese inquiries. We sincerely apologize for any inconvenience this error may have caused. We take this incident very seriously and will do our utmost to prevent this error from ever happening again.
The International Mail My Page Service Office unintentionally misdirected 452 customer inquiry emails (in non-Japanese languages) received between April 4, 2022 and October 19, 2023, to a third party's personal email address instead of forwarding them to the correct Japan Post department. As a result, these 452 customer inquiries were not noticed and were not appropriately answered.
This error occurred when we reassigned the customer service work of the International Mail My Page Office to another service provider on April 1, 2022, and failed to accurately inform the new provider of the correct email address for internal communication.
2. Contents of misdirected emails
The 452 non-Japanese emails misdirected by the International Mail My Page Office between April 4, 2022 and October 19, 2023 contained customers' names, email addresses, and in some cases telephone numbers and addresses.
3. How the error was discovered
We discovered this error on October 20, 2023, when we reconfirmed the email address of the related operation department.
4. Our response
Due to the difficulty of identifying and contacting some of the customers who sent these inquiries, with this notice we hereby announce that we misdirected customer emails and failed to respond to their inquiries. We deeply apologize to all customers who have been affected by this error. Moreover, we have confirmed with the person who received the misdirected emails that the emails had been already deleted.
5. Other measures
We have taken appropriate measures to prevent this error from ever happening again, and we assure our customers that utmost attention will be given to proper management and protection of customer information.