Regarding the Handling of Personal Information in Rakuten Hikari, Rakuten Broadband and Rakuten Denwa.

  • *The Japanese version is the original version of this policy. This English translation is for reference purposes only. In the event of any conflict or inconsistency between the Japanese and English versions, the Japanese version prevails.

Rakuten Mobile, Inc. (hereinafter "Rakuten Mobile" or "we") will handle the personal information the extent necessary for fulfilling the following purposes of use in compliance with the Act on the Protection of Personal Information, the provision of Article 4 of the Telecommunications Business Act concerning the secrecy of communications and other relevant laws and regulations when conducting operations related to the provision of telecommunications services.

1. Service Categories for Handling Personal Information

Rakuten Mobile, Inc. sets forth its rules for handling personal information according to the service categories provided to customers by Rakuten Mobile.
Customers are kindly asked to check the category of services defined by Rakuten Mobile, Inc. based on the name of the services you are using and review the applicable rules for handing personal information.

Service Categories
(Name of service shown in "Handling Personal Information") 		Service Name
Rakuten Mobile Phone Service
  • Telephone Service
Rakuten Denwa Service
  • Rakuten Denwa Service
Rakuten Broadband Service
  • Rakuten Broadband Service
  • Rakuten Broadband Additional Services
Rakuten Hikari Service
  • Rakuten Hikari
  • Rakuten Hikari Email Service

2. Purpose of Use of Personal Information

Rakuten Mobile uses personal information within the scope of the following purposes. Please note that when we issue a separate notice or public announcement about purpose of use, your personal information will be used for that particular use.

Type of Personal Information
Personal Information of Customers
Category of Service Purpose of Use
Rakuten Mobile Phone Service
  • Notices relating to the provision of our services including verification of personal identity and subscription details; invoicing; notice of service discontinuation and contract termination, etc.
  • Notice of modified conditions for the provision of services
  • Matters relating to service improvement or development of new service by Rakuten Mobile
    • （a）Announcements of new services/products, etc.; announcements of recommendations of products/services for sales and sales promotion events, etc.; and sending giveaways, etc.
    • （b）Announcement of other companies’ services, products, etc. that are beneficial to customers in using our services; surveys for improvement, etc. of services, products, etc.; announcement of recommendations of products/services for sale and sales promotion events, etc.; and sending giveaways, etc.
  • To personalize the contents and ads viewed by customers based on personal attributes such as gender, age, place of residence, hobbies and preferences, or access logs such as purchase history, websites browsing history, IP address, etc.
  • Handling and responding to customer inquiries and complaints to Rakuten Mobile.
  • Rakuten Broadband Service
  • Rakuten Hikari Service
  • Rakuten Denwa Service
  • Invoicing, notice, discontinuation, contract termination, pre-order, auction, and purchase of our services; giveaway entry; product delivery; provision of services; payment settlement; handling customer inquiries; inquiries from contractors to customers, related after-sale services, and other functions required in making transactions.
  • Recording and use of calls to the extent deemed necessary by Rakuten Mobile to improve services, including but not limited to verification of the details of inquiries received by Customer Center as well as maintenance, improvement, and evaluation of the quality of the operators.
  • Advertising and marketing for Rakuten Mobile or its business partners.
  • Provision of information regarding various email magazines intended for customers.
  • Provision of information regarding services by email, mail, and phone.
  • To personalize the contents and ads viewed by customers based on personal attributes such as gender, age, place of residence, hobbies and preferences, or access logs such as purchase history, browsing history of websites, IP address, etc.
  • To develop new services and improve existing services by analyzing customers’ service usage.
  • To contact customers regarding services relating to surveys, campaigns, exchange of opinions and information on the message boards, journals, etc.
  • To manage a loyalty program such as Rakuten Points by using information relating to the acquisition, award, and use of Rakuten Points.

3. Providing Personal Information to Third Parties

Rakuten Mobile may provide information about the users of our services to the following third parties in order to provide the services to which customers subscribe. We will not provide the information to any other third party without permission from the customers themselves. However, exceptions will be made if it is required by law or if it is necessary to protect a person’s life, body, or property, or to cooperate with public agencies such as the police or courts of law.

Category of Service
Common to All Services
Recipient (Third Party) Information, etc. Provided
Rakuten Communications Corp.

【Personal Data Provided】

  • (1)Information provided by customers
    All information provided to Rakuten Mobile by customers including but not limited to name (includes phonetic reading), address, telephone number (includes mobile phone and fax), email address, mobile email address, name of company or organization, department name/title, business address, other contact information, nickname, date of birth, gender, and credit card information.
  • (2)Information obtained relating to use of services
    Information relating to transaction history linked to personally identifiable information when customer requests transactions of pre-order, auction, purchase, giveaway entry, etc. relating to our products or services.
  • (3)Information mechanically obtained upon access
    Information relating to IP address used when customer’s computer connects to the internet or identification of the body of a mobile device hardware; information from cookies, etc. (includes Web beacon, UID, and other technologies; hereinafter simply referred to as "Cookie, etc.") if they are enabled by customer.
    Rakuten Mobile collects the following information from IT devices and Cookie, etc. but such information will be stored as customer’s personal information only when the customer logs in with his/her account.
    • Information such as device ID, relating to the identification of the body of IT device hardware;
    • Information relating to the OS on the IT device and internet connections;
    • Location information;
    • Referrer
    • IP address
    • Time stamps relating to URLs viewed and the date and time of views;
    • Server log information other than the above
    • Information relating to products or services, etc. displayed or searched.

【Purpose of Use】

Provision of various services, provision of services managed by Rakuten Communications Corp., advertising, marketing, and sales activities.

  • Execution of other business activity incidental to the above.
Category of Service
Rakuten Mobile Phone Service
Recipient (Third Party) Information, etc. Provided
MYLINE Center

【Personal Data Provided】

Telephone number subscribed for by customer, name, and address; subscriber’s contact number and name of telephone number contract holder.

【Purpose of Use】

  • Registration and contract termination of "MYLINE" and "MYLINE PLUS" accounts.
  • *Personal data is provided to MYLINE Center via electronic media.
  • *Privacy Policy of MYLINE Centerwill apply to personal data provided to MYLINE Center by Rakuten Mobile.
Category of Service
Rakuten Denwa Service
Recipient (Third Party) Information, etc. Provided
Rakuten Group, Inc.

【Personal Data Provided】

  • Customer’s Registration Information
    Information provided by customer All information provided to Rakuten Mobile by customer including but not limited to name (includes phonetic reading), address, telephone number (includes mobile phone and fax), email address, mobile email address, other contact information, nickname, date of birth, gender, and credit card information, as well as information relating to acquisition, award, and use of Rakuten Points.
  • Information obtained relating to use of services
    Information relating to transaction history linked to personally identifiable information when customer enters into the following transactions: pre-order, auction, purchase, giveaway entry, etc. relating to our products or services; information relating to Rakuten Mobile email magazine subscription; and information relating to the statements or contents posted when customer participates in a survey uses a message board, or evaluates services by phone, email, or other means.
  • Information mechanically obtained upon access
    Information relating to IP address and identification of the body of the mobile device hardware used when the customer’s computer connects to the internet; information obtained upon access to websites via the network customer uses as a Rakuten Mobile service, relating to pages (URLs) viewed by customer, date and time of views, and products and other information displayed or searched for in addition to the type and version of the browser, operating system, and platform; other access information obtained by using cookies or Web beacon technologies; access information captured by telecommunications equipment of the network operating company customer uses as a service from Rakuten Mobile service; and other information automatically collected and stored.

【Purpose of Use】

  • Provision of services managed by Rakuten Group, Inc., advertising, marketing, sales activities, and responses to inquiries.
  • Management of a loyalty program such as Rakuten Points, etc.
  • Execution of other business activities incidental to the above.
Category of Service
Rakuten Broadband Service
Rakuten Hikari Service
Recipient (Third Party) Information, etc. Provided
Rakuten Group, Inc.

【Personal Data Provided】

  • Customer’s Registration Information
    All information provided to Rakuten Mobile by customer including but not limited to name (includes phonetic reading), address, telephone number (includes mobile phone and fax), email address, mobile email address, name of company/organization, name of department/title, business address, and other contact information; nickname, date of birth, gender, credit card information; and information relating to acquisition, award, and use of Rakuten Points.
  • Information obtained relating to use of services
    Information relating to transaction history linked to personally identifiable information when customer enters into the following transactions: pre-order, auction, purchase, giveaway entry, etc. relating to our products or services; information relating to Rakuten email magazine subscription; and information relating to the statements or contents posted when customer participates in a survey campaign, uses a message board, or evaluates services by phone, email, or other means.
  • Information mechanically obtained upon access
    Information relating to IP address and identification of the Body of the mobile device hardware used when the customer’s computer connects to the internet; information obtained upon access to websites via the network customer uses as a service from Rakuten Mobile service, relating to pages (URLs) viewed by customer, date and time of views, and products and other information displayed or searched for in addition to the type and version of the browser, operating system, and platform; other access information obtained by using cookies or Web beacon technologies; access information captured by telecommunications equipment of the network operating company customer uses as a Rakuten Mobile service; and other information automatically collected and stored.

【Purpose of Use】

  • Provision of services managed by Rakuten Group, Inc., advertising, marketing, sales activities, and responses to inquiries.
  • Management of a loyalty program such as Rakuten Points, etc.
  • Execution of other business activities incidental to the above.
Rakuten Edy, Inc.

【Personal Date Provided】

Customer registration information; information relating to acquisition, award, and use of Rakuten Points; information relating to purchase price when customer purchases a product as well as information on the points used toward the purchase.

【Purpose of Use】

  • Provision of services managed by Rakuten Edy, Inc., advertising, marketing, sales activities, and responses to inquiries.
  • Management of a loyalty program such as Rakuten Points, etc.
  • Execution of other operations incidental to the above.
ARTERIA Networks Corporation

【Personal Data Provided】

  • Customer ID and access key

【Purpose of Use】

  • Signup and contract termination for "FLET’S v6 Option"

４. Outsourced Handling of Personal Information

When Rakuten Mobile outsources part or all of its business activities, it may also outsource the handling of personal information to the same contractor. In such cases, Rakuten Mobile not only selects only those contractors that are making sure to implement safety measures, etc. in accordance with the selection standards for contractors established by Rakuten Mobile but also properly manages and supervises those contractors.

5. Handling of Credit Card Information

The services for which Rakuten Mobile collects credit card information, the purpose of use, and the recipients of the credit card information are shown below.

Retention Period of Credit Card Information

For a period of 7 years following the termination of service agreement with Rakuten Mobile pursuant to the provisions of applicable laws and regulations.

Purpose of Use

To settle payment for the services provided

Category of Service Recipient（Third Party）
  • Rakuten Mobile Phone Service
  • Rakuten Denwa Service
NetMove Corporation
  • Rakuten Broadband Service
  • Rakuten Hikari Service
 Rakuten Card Co., Ltd.

6. Disclosure and Correction of Personal Information

If there is a request to disclose, correct, etc. regarding the personal information held by Rakuten Mobile (referring to correction, addition, deletion, or discontinuation of use or termination of provision to a third party), Rakuten Mobile will promptly make such disclosure or correction after verifying that the request is being made by the customer him/herself or the customer’s proxy.
However, such disclosure, correction, etc. may not be made due to the following reasons, in which case Rakuten Mobile will provide a notice to that effect:

  • （1）If it is likely to harm/damage the life, body, property, or other rights and interests of the customer him/herself or a third party;
  • （2）If it is likely to significantly interfere with the proper execution of Rakuten Mobile business activities; or
  • （3）If there are special procedures provided for by the provisions of other laws and regulations.

7. Retention Period of Personal Information

The retention period of personal information held by Rakuten Mobile is limited to the extent necessary to achieve the purpose of use for personal information and is set for a period of 7 years following the termination of service agreement with Rakuten Mobile in accordance with the provisions of applicable laws and regulations. Rakuten Mobile will erase personal information for which the retention period has expired in an appropriate manner.

8. Request to Customers Under the Age of 16

If customer is under the age of 16, please obtain consent from a parent or guardian before providing personal information to Rakuten Mobile.

9. Discretion in Providing Personal Information

Whether or not to provide Rakuten Mobile with customer’s personal information is up to the discretion of the customer. However, please be advised that if certain personal information is deemed necessary in order for Rakuten Mobile to provide requested services but is not provided, our ability to provide the requested services may be compromised.

10. Use of Anonymously Processed Information

Rakuten Mobile may create and use the information obtained by processing personal information such that it cannot be used to identify a specific individual, and cannot be restored to its original form used for the process (hereinafter the "Anonymously Processed Information"). In such cases, we will define the purpose of use and make a public announcement on our Home Page, etc. In addition, when providing a third party with Anonymously Processed Information created by us, we will not only make a public announcement on our Home Page, etc. to share the types of information and the manner in which the information is provided but also notify the third party to that effect before providing any Anonymously Processed Information.

11. Use of Information on Behavioral History

Rakuten Mobile collects and uses behavioral history information within the scope of certain purposes of use. Behavioral history information refers to such information as purchase history in the website browsing history, etc., which, if aggregated, can be used to analyze the user’s interests and preferences.

12. Contract Information for Inquiries Concerning Personal Information

【Customers of Rakuten Mobile】
Please contact the following for inquiries regarding the personal information held by Rakuten Mobile, or requests for disclosure or correction, etc. of personal information.

Contact: Rakuten Group Telephone Service Center
Phone Number: 0120-987-100
Business Hours: 9:00 ~ 18:00 (24/7)

13. Recording of Calls

Calls from customers regarding inquiries and subscriptions, etc. may be recorded for quality assurance purposes.

14. Management of Rakuten Mobile Website

The Rakuten Mobile website is operated for the purpose of providing information about Rakuten Mobile. When customers use our website, we may request personal information in some of the pages relating to service subscription, inquiries, surveys, etc., but it is strictly up to the discretion of customers to choose whether or not to provide such information. Also, please be advised that with regards to subscription to any service, it is essential that we obtain the customer’s personal information in order to provide the service requested.
Cookies may be used on our website. They are used to help us make return visits to our website easier and more seamless experience and also to perform trend analyses of the website so that we can provide more relevant information. The use of cookies will not infringe on customer’s privacy nor will it adversely affect the computer being used.
For more information about cookies, etc. or information on opting out of information collection by using cookies, etc., please see "Explanation and Deactivation of Behavioral Targeting by Rakuten Group, Inc." attached to the Privacy Policy of Rakuten Group, Inc.

Use of the Rakuten Mobile website is at the customer’s own risk. As a general rule, Rakuten Mobile will not be held responsible for any damage incurred as a result of using various types of information obtained from our website or other websites linked to our website.

Enacted: June 16 2021