How to Request Disclosure, etc. of Retained Personal Data

  • *The original of this policy shall be in Japanese and an English translation is for reference purpose only

How to Request Disclosure, etc. of Retained Personal Data

1. Inquiry counter

  • Rakuten Mobile, Inc. (hereinafter "Rakuten Mobile" or "we") will take requests for the notification of the purpose of use of retained personal data or the disclosure, correction, etc. (i.e., correction, addition or deletion), cease of use, etc. (i.e., cease of use or deletion) or cease of third-party provision of retained personal data (hereinafter "disclosure, etc.") at the point of contact referred to below.

  • We will also take complaints about the handling of personal information at the point of contact referred to below.

  • Rakuten Mobile Communication Center

    TEL: 050-5434-4653

  • Operating hours: From 9:00 to 20:00 (open seven days a week, 365 days a year)

2. Procedures to request disclosure, etc. of retained personal data

Among personal information about you (i.e., the customer) retained by us, information registered in “my Rakuten Mobile” Application can easily be confirmed and modified (i.e., disclosed, corrected, added or deleted) by you. Please update your personal information properly as necessary, such as in cases where any information remains inaccurate or outdated.

If you wish to request the notification of the purpose of use, cease of use or deletion or cease of third-party provision, including the aforementioned confirmation/modification, please contact "1. Inquiry counter" above. We will deal with your request as soon as possible in accordance with the procedures described in (1) through (6) below.

Of note, please accept in advance that when we address the matter in accordance with your inquiry, we may: charge you a fee prescribed by us; and not be able to meet your request due to the storage status or nature of personal information.

(1) Person entitled to request disclosure, etc.

  • The person entitled to request disclosure, etc. shall be you (i.e., the principal). Disclosure, etc. shall be performed with respect to the principal. In cases where there are unavoidable circumstances such as the principal being ill, we will send retained personal data to the agent (if a request for disclosure, etc. has been made by a statutory agent [person with parental authority/guardian] of the principal who is a minor or an adult ward and his/her voluntarily-appointed agent [person to whom the principal has entrusted the request for disclosure, etc.], we will meet such request).

(2) Procedures to request disclosure, etc.

  • Please request the disclosure, etc. of retained personal data by following the procedures below.
  • 1) Please ask for the prescribed request form at the inquiry counter stated in "1. Inquiry counter."
  • 2) In principle, we will send, by postal mail, the request form to the address that you (i.e., the principal) have notified us.
  • 3) Please fill out the necessary information in the prescribed request form and send it back to Rakuten Mobile Communication Center, by attaching the necessary documents specified by us.
  • 4) Please check that the address is free of errors. Please send it by registered mail (kani kakitome) as it contains your important documents.

<Return address>

  • Rakuten Mobile Communication Center
  • c/o Rakuten Mobile, Inc.
  • Rakuten Crimson House, 1-14-1 Tamagawa, Setagaya-ku, Tokyo, 158-0094

(3) Documents required in procedures to request disclosure, etc.

Principal Statutory agent Voluntarily-appointed agent
(a)
  • Request form for notification of purpose of use of retained personal data
  • Request form for disclosure of retained personal data
  • Request form for correction, etc. of retained personal data
  • Request form for cease of use, etc. of retained personal data
(b) Identity verification documents of the principal or his/her agent
(c) Documentary proof of the qualification of statutory agent or voluntarily-appointed agent ○ (Note 1)

Note 1: Documentary proof means: the letter of attorney signed by the principal with his/her registered seal affixed; and the principal's seal registration certificate (the issue date being no more than three months ago). Alternatively, in cases where the person with parental authority has to demonstrate that he/she is a statutory agent of the principal who is a minor, documentary proof means: a transcript or extract of the family register that lists both the principal and the agent and describes their relationship; and a copy of the residence certificate.

(4) Identity verification documents of the principal or his/her agent

  • Please submit a copy of the document(s), not the original. Submitted document(s) are not returnable.

1) For Japanese citizens

Identity verification documents
One of the following documents:
(a) Driver's license
  • *Must be a license issued by the Public Safety Commission
(b) Certificate of driving history
  • *Must be a certificate issued on or after April 1, 2012
  • *Must be a certificate with a verifiable facial photograph
(c) Individual Number Card (My Number Card)
  • *Please only send the image of the front side (i.e., the side showing the verifiable facial photograph) by postal mail.
  • *If you send the image of the reverse side by postal mail, we will discard the data and ask you to resubmit the correct image.
  • *My Number notification card is not acceptable as an identity verification document or a supporting document.
(d) Physical disability certificate (address must be printed on the certificate)
  • *In cases where the address is not printed on the certificate, please also send a copy of the supporting document without fail.
(e) Mental disability certificate
If the relevant individual does not have any of the above:
Please send one of the following by postal mail, with the supporting document (see "3. Supporting document" below) attached.
(f) Health insurance certificate
  • *In cases where the health insurance certificate is in card format, please confirm that the address is printed on the reverse side and send its copy by postal mail.
  • *In cases where the health insurance certificate is in paper format, the relevant individual who is a dependent is also required to send by postal mail an image of the section where his/her name is printed.
(g) Japanese passport
  • *Please check that the passport holder's name and address have been written in the "INFORMATION ON BEARER" column.
(h) Residential basic book card
  • *If any changes are stated on the reverse side, please also send an image of the reverse side by postal mail without fail.
  • *Must be a card with a verifiable facial photograph

2) For foreign nationals

  • *If you are a subscriber/user of foreign nationality, please present one of the following documents.
Identity verification documents
Either one of the following documents:
(i) Special permanent resident certificate (alien registration certificate)
  • *Regardless of whether there is anything written on the reverse side, please also send an image of the reverse side by postal mail without fail.
(j) Residence card
  • *Regardless of whether there is anything written on the reverse side, please also send an image of the reverse side by postal mail without fail.

3) Supporting documents

  • *In cases where the relevant individual's name and/or address on his/her identity verification document is not up to date, it will be necessary to submit a supporting document as well.
  • *The supporting document needs to have been issued no more than three months ago. The name and address on the supporting document must be the same as the name and address stated in the application.
Supporting documents
One of the following documents:
(a) Bill or receipt of utility charges (electricity, utility gas or water)
  • *The current address must be printed correctly in full on the bill or receipt, including the building name, room number, etc.
  • *Bills and statements printed out from the Internet are not acceptable.
  • *Reminder notice received for delinquency in payment of utility charges is not acceptable.
(b) Residence certificate
  • *When obtaining a residence certificate, please arrange for a certificate that does not have the locality of registered domicile or Individual Number (My Number) printed on it.
(c) Official evacuation area residence certificate

(5) Method of responding to request for disclosure, etc. for retained personal data

After receiving your request form and your/your agent's identity verification document, we will respond to the address stated on the request form by a method that leaves a record such as registered mail (kani kakitome), using the form prescribed by us.

We will respond to you by the method to which you have consented, if any.

(6) Purpose of use of personal information collected in conjunction with request for disclosure, etc.

Personal information we collect in conjunction with the request you made for disclosure, etc. shall be used only to the extent necessary for meeting the request for disclosure, etc. Submitted documents will be stored for a period of six (6) months after dealing with your request for disclosure, etc. and will be disposed of thereafter.

3. Matters concerning notification of purpose of use of retained personal data

(1) Policy for notification of purpose of use of retained personal data

  • If we have received a request to notify the purpose of use of personal data retained by us, we will notify the purpose of use to you as soon as possible after verifying that such request has been made by you (i.e., the principal).

(2) Fee payable for notification of purpose of use of retained personal data and collection method of such fee

  • 1) In principle, a fee of 1,000 yen (including tax) shall be charged per request for the notification of the purpose of use of retained personal data.
  • 2) Fee collection method
    We will inform you (by postal mail) of the fee for the notification of the purpose of use of retained personal data; in response, please send a check (i.e., postal money order) by postal mail. If the amount falls short of the fee, or if the amount of the fee is not enclosed, we will inform you to that effect. However, if you fail to pay the fee within the prescribed period (i.e., within five (5) business days from the date on which the request for the notification of the purpose of use was made), we will treat it as if you have not requested the notification of the purpose of use.

(3) Cases in which you will not be notified of the purpose of use of retained personal data

  • We may not inform you of the purpose of use for the following reasons, in which case we will notify you without delay to that effect, and why. Please note that you will still be required to pay the prescribed fee even if the purpose of use of retained personal data is not notified to you.
  • Cases in which the relevant individual's identity is unverifiable, e.g., the address stated in the "Request form for notification of purpose of use of retained personal data," the address printed on the identity verification document and the address registered with us do not match.
  • Cases in which a power of attorney cannot be confirmed for the request made by your agent
  • Cases in which the document required for the procedures for requesting notification of purpose of use is inadequate
  • Cases in which there is a possibility of interfering seriously with Rakuten Mobile implementing its business properly
  • Cases in which there is a possibility of harming the principal or a third party's life, body, property, or other rights and interests;
  • Cases in which there is a need to cooperate in regard to a central government organization or a local government performing affairs prescribed by laws and regulations, and when there is a possibility that informing the principal of the purpose of use would interfere with the performance of the said affairs

4. Matters concerning disclosure of retained personal data

(1) Policy for disclosure of retained personal data

  • If we have received a request to disclose retained personal data, we will disclose such data as soon as possible after verifying that such request has been made by you (i.e., the principal). Of note, you can confirm some of the personal information about you retained by us on my Rakuten Mobile.

(2) Items of retained personal data to be disclosed

  • Basic information
    User ID, name, date of birth, sex, nickname, Viber account, etc.
  • Your contact information
    Email address, mobile mail address, address, phone number, mobile phone number, company name, organization name, department name, job title, etc.
  • Service registration information
    Fee plan, method of displaying call charge statement, discount status of various services, etc.
  • Mobile phone model registration information
    Model used, color of model used, serial number, usage period, etc.
  • Payment-related information
    Payment method, payer name, billed amount, etc.
  • Information on various procedures
    New contract date, date on which procedures for changing model were performed, contract modification date, contract cancellation date, etc.

(3) Fee payable for disclosure of retained personal data and collection method of such fee

  • 1) In principle, a fee of 1,000 yen (including tax) shall be charged per request for disclosure of retained personal data.
  • 2) Fee collection method
  • We will inform you (by postal mail) of the fee charged for the disclosure of retained personal data; in response, please send a check (i.e., postal money order) by postal mail. If the amount falls short of the fee, or if the amount of the fee is not enclosed, we will inform you to that effect. However, if you fail to pay the fee within the prescribed period (i.e., within five (5) business days from the date on which the disclosure request was made), we will treat it as if you have not made the disclosure request.

(4) Cases in which retained personal data will not be disclosed

  • We may not disclose retained personal data for the following reasons, in which case we will notify you without delay to that effect, and why. Please note that you might still be required to pay the prescribed fee within a range recognized as reasonable considering actual expenses even if retained personal data is not disclosed to you.
  • Cases in which the relevant individual's identity is unverifiable, e.g., the address stated in the "Request form for disclosure of retained personal data," the address printed on the identity verification document and the address registered with us do not match.
  • Cases in which a power of attorney cannot be confirmed for the request made by your agent
  • Cases in which the document required for the procedures for requesting disclosure is inadequate
  • Cases in which data subject to the disclosure request does not correspond to "retained personal data"
  • Cases in which there is a possibility of interfering seriously with Rakuten Mobile implementing its business properly
  • Cases in which there is a possibility of harming the principal or a third party's life, body, property, or other rights and interests;
  • Cases in which there is a possibility of violating other laws and regulations

5. Matters concerning request for correction, addition or deletion of content of retained personal data

(1) Policy for correction, addition or deletion of content of retained personal data

  • As a result of disclosure as mentioned 4., if we have received a request for the correction, etc. (correction, addition, or deletion) of the content of retained personal data, we will execute such correction, etc. as soon as possible after verifying that such request has been made by you (i.e., the principal). Of note, you can correct, add or delete some of the personal information about you retained by us on my Rakuten Mobile; when doing so, you may be required to present an identity verification document.

(2) Cases in which correction, addition or deletion of content of retained personal data will not be executed

We may not execute the correction, etc. of retained personal data for the following reasons, in which case we will notify you without delay to that effect, and why.

  • Cases in which the relevant individual's identity is unverifiable, e.g., the address stated in the "Request form for correction, etc. of retained personal data," the address printed on the identity verification document and the address registered with us do not match.
  • Cases in which a power of attorney cannot be confirmed for the request made by your agent
  • Cases in which the document required for the procedures for requesting correction, etc. is inadequate
  • Cases in which the content subject to request for correction, etc. is untrue, or it is impossible to verify whether it is true or not
  • Cases in which the request for correction, etc. has been made with respect to information about our judgment, views, etc., not information related to objective fact
  • Cases in which our handling of retained personal data complies with the law and we are unable to meet the deletion request due to our business operations.

6. Matters concerning cease of use or deletion of retained personal data

(1) Policy for cease of use or deletion of retained personal data

  • In cases where we have been requested by you (i.e., the principal) to cease the use of or delete retained personal data for the reason that such data has been either handled in violation of the provisions of Article 16 of the Act on the Protection of Personal Information or collected in violation of the provisions of Article 17 of said Act, when it has become clear that there is a reason for such request, we will cease the use of or delete the retained personal data as soon as possible to the extent necessary for rectifying such violation.
  • This may not be the case, however, if huge costs will be incurred by ceasing the use of or deleting retained personal data and other cases in which it is difficult to cease the use or delete retained personal data, when we take alternative measures required to protect the principal's rights and interests.

(2) Cases in which we will not cease use of or delete retained personal data

  • In the following cases, we may not cease the use of or delete retained personal data, in which case we will notify you without delay to that effect, and why.
  • Cases in which the relevant individual's identity is unverifiable, e.g., the address stated in the "Request form for cease of use, etc. of retained personal data," the address printed on the identity verification document and the address registered with us do not match.
  • Cases in which a power of attorney cannot be confirmed for the request made by your agent
  • Cases in which the document required for the procedures for requesting cease of use or deletion is inadequate
  • In addition, we may not cease the use of or delete retained personal data except for the reasons prescribed below, in which case we will notify you without delay to that effect, and why.
  • Retained personal data is used beyond the extent necessary for fulfilling the purpose of use
  • Retained personal data has been collected by deceit or other improper means

7. Matters concerning cease of third-party provision of retained personal data

(1) Policy on ceasing third-party provision of retained personal data

  • In cases where we have been requested by you (i.e., the principal) to cease the provision of retained personal data to a third party for the reason that such data has been provided to a third party in violation of the provisions of paragraph (1) of Article 23 of the Act on the Protection of Personal Information or Article 24 of said Act, when it has become clear that there is a reason for such request, we will cease the third-party provision of retained personal data as soon as possible.
  • This may not be the case, however, if huge costs will be incurred by ceasing such third-party provision of retained personal data and other cases in which it is difficult to cease such third-party provision, when we take alternative measures required to protect the principal's rights and interests.

(2) Cases in which we will not cease third-party provision of retained personal data

  • In the following cases, we may not cease the third-party provision of retained personal data, in which case we will notify you without delay to that effect, and why.
  • Cases in which the relevant individual's identity is unverifiable, e.g., the address stated in the "Request form for cease of use, etc. of retained personal data," the address printed on the identity verification document and the address registered with us do not match.
  • Cases in which a power of attorney cannot be confirmed for the request made by your agent
  • Cases in which the document required for the procedures for requesting cease of third-party provision is inadequate

Revised: April 8, 2020