Handling of Personal Information in Telecommunications Business

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

Rakuten Mobile, Inc. (hereinafter "Rakuten Mobile" or "we") will collect, use and provide third parties with personal information to 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.

Use of Personal Information, etc.

1. Purposes of use

We will collect personal information, etc. about you (i.e., the customer) as described below in order to fulfill the purposes of use stated below. Personal information, etc. about you collected by us includes information that you give us directly, information about your use of our services, and information collected from third parties. As for the purpose of third-party provision, please refer to "3. Third-party provision."

"Personal information, etc." includes all information from which you are directly or indirectly identifiable as an individual. Among "personal information, etc.," "personal information" refers to "personal information" as defined in the Act on the Protection of Personal Information.

<Purpose of use of personal information, etc.>
Purpose of use Personal information, etc. to be used*
  1. 1.To provide telecommunications services:
    • Operations required to provide various services in the field of telecommunications business and associated services (including addition, modification and discontinuation of services)
    • Operations related to billing of charges and fees
[1]-[16]
  1. 2.To respond appropriately to customer inquiries, etc.:
    • Operations related to customer inquiries, opinions, etc.
    • Guidance on procedures for using Rakuten Mobile services, after-sales service and customer support (e.g., provision of necessary information)
[1]-[8], [10]-[16]
  1. 3.For identity verification:
    • Verification of you/your family members' identity when your/their application has been received and when you/they are about to use service, etc.
[1], [2], [12]
  1. 4.For contract screening:
    • Operations related to contract screening and credit examination, etc.
[1]-[7], [10]-[16]
  1. 5.To provide you with advertisements, promotion and marketing content:
    • Advertising and promotion of products or services of Rakuten Mobile, its group and third parties (e.g., business partners) in advertising media including websites (including behavioral targeting advertisements)
    • Operations involving sending direct mail, email newsletters and other advertisements to you within the bounds and by the means permitted by laws and regulations with your consent
[1], [3]-[7], [9]-[16]
  1. 6.To improve and provide services and develop new services:
    • Improvement and provision of existing services and research and development related to new services conducted by Rakuten Mobile
    • Research and analysis of usage status and purchase history of Rakuten Mobile services, and provision of necessary information
    • Questionnaire surveys, analysis and utilization of customer satisfaction and evaluation, customization of service and construction of system for providing information for a specific purpose (e.g., recommendation of products)
[1], [3]-[7], [10]-[16]
  1. 7.For investment analysis conducted by Rakuten Mobile:
    • Preparation of statistics for investment and management analysis and use of analysis results
[1], [3]-[6], [10]-[16]
  1. 8.To prevent and mitigate fraudulent or illegal activities:
    • Operations to prevent, investigate and identify scams, cyber-attacks, and other potentially illegal or fraudulent activities to protect the rights and interests of Rakuten Mobile, its group and/or third parties
[1], [3]-[16]
  1. 9.To deal with product, service or network faults:
    • Troubleshooting-related operations such as dealing with equipment faults, system failure, faults in products/services, and incidents
    • Operations related to development, operation and administration of terminal equipment, network equipment, facilities, software, etc.
[1], [3]-[7], [10]-[16]

Of note, even after the termination of various contracts you have with us, we may store and use your personal information for the purpose of fulfilling legal/regulatory obligations, collecting fees, resolving conflicts, solving problems and/or exercising rights, and with the objective of conducting various surveys necessary for such purpose.

[Note]* The number of the item of personal information, etc. listed below is shown.

<Items of personal information, etc. to be used>
Item of personal information, etc. to be used Source
[1] Information about you such as your name, address, date of birth, sex, phone number, occupation, place of work and email address You
[2] Personal information, etc. stated in identity verification documents You
[3] Information on specifics of application such as name of product/service, quantity applied for, application date and passcode You
[4] Information on payment method, e.g., transfer account, credit card You
[5] Information on communication history and usage details*1 Your use of service
[6] Information regarding billing and payment such as charge, payment status and payment date Your use of service
[7] Personal information, etc. obtained from a third party based on your referral, etc. Third party
[8] Personal information, etc. obtained when an inquiry is made to a public institution, e.g., residence certificate, certified copy of register Public institution
[9] Personal information, etc. published in the Official Gazette, telephone directory, etc. Information from publicly available sources
[10] Geolocation information*2 Your use of service
[11] History of Rakuten Mobile's website viewed and services used by you (including history of purchases and history of payments for using services for which payments are settled with the carrier)*2 Your use of service
[12] Information on line number and communication equipment assigned to you in relation to contract Your use of service
[13] Information on content and history of customer inquiries Your use of service
[14] Other information collected in conjunction with the provision of telecommunications business Your use of service
[15] Name and date of birth of the user in cases where he/she uses the User Registration System in Rakuten Mobile service User
[16] Other information collected from a third party Third party
  1. *1Cases in which we use information referred to in [5] that is subject to secrecy of communications —even if it is in relation to the aforementioned operations—shall be limited to cases where: it is deemed to be a justifiable act in business or an act of self-defense or aversion of present danger, or other justifiable grounds for noncompliance with the law are deemed to exist; or your consent has been obtained on an individual basis.
  2. *2We may obtain your consent on an individual basis for using your communication history, geolocation information, app launch history, phonebook information, photos, videos and other personal information, etc., in consideration of your privacy.

2. Alteration of purposes of use

In cases where any purpose of use referred to in 1. above is to be altered, the purpose of use shall not be altered to the extent that the pre-altered purpose of use is reasonably deemed to have become irrelevant.

Of note, in cases where personal information is to be used beyond the extent necessary for fulfilling the purposes of use referred to in 1. above, we will clarify the purpose of use and obtain your prior consent each time.

3. Third-party provision

1) Provision of information to Rakuten Group

Comprised of Rakuten, Inc. (hereinafter "Rakuten") and its subsidiaries and affiliates, the Rakuten Group provides many different kinds of services. We may provide information to the Rakuten Group as follows, to enable you to use such Rakuten Group services in a convenient and comfortable manner. Of note, we will not provide information to third parties beyond the scope prescribed in Handling of Personal Information in Telecommunications Business to which you have consented, in accordance with the Guideline on Protection of Personal Information in Telecommunications Business.

  • a.Scope of Rakuten Group
    The Rakuten Group consists of Rakuten and its subsidiaries and affiliates. Click here for the list of major Group companies.
  • b.Purpose of third-party provision and personal information, etc. to be provided
    The purpose of third-party provision of information to the Rakuten Group and the scope of personal information, etc. to be provided (excluding secrecy of communications) are as described in the table below.
Purpose of third-party provision Personal information, etc. to be provided*
To provide, operate and manage Rakuten Membership and Rakuten Super Points [1], [3], [4], [6], [12]
For contract screening:
  • Operations related to contract screening and credit examination, etc. for Rakuten Group services
[1]-[7], [10]-[16]
For identity verification:
  • Verification of you/your family members' identity when your/their application to subscribe to Rakuten Group service has been received and when you/they are about to use its service, etc.
[1], [2], [12]
To provide you with advertisements, promotion and marketing content:
  • Advertising and promotion of products or services of Rakuten Group and other third parties (e.g., business partners) in advertising media including websites (including behavioral targeting advertisements)
[1], [3]-[7], [9]-[16]
To improve and provide services and develop new services:
  • Improvement and provision of existing services and research and development related to new services of Rakuten Group
  • Research and analysis of usage status and purchase history of Rakuten Group services, and provision of necessary information
  • Questionnaire surveys, analysis and utilization of customer satisfaction and evaluation, customization of service and construction of system for providing information for a specific purpose (e.g., recommendation of products)
[1], [3]-[7], [10]-[16]
To deal with product, service or network faults:
  • Troubleshooting-related operations such as dealing with equipment faults, system failure, faults in products/services, and incidents
  • Operations related to development, operation and administration of terminal equipment, network equipment, facilities, software, etc.
[1], [3]-[7], [10]-[16]
To respond to customer inquiries:
  • Operations related to customer inquiries, opinions, etc.
  • Guidance on procedures for using Rakuten Group services, after-sales service and customer support (e.g., provision of necessary information)
[1]-[8], [10]-[16]
For Rakuten Group's investment analysis:
  • Preparation of statistics for investment and management analysis and use of analysis results
[1], [3]-[6], [10]-[16]

[Note]* The number of the item of personal information, etc. listed in 1. is shown.

2) Provision of information to other third parties

In addition to 1), we may provide personal information, etc. retained by us to third parties, as shown in the table below. When we outsource all or part of our operations relating to the provision of telecommunications services, etc., we may provide personal information, etc. retained by us to the outsourcee.

In addition to the following, we may provide personal information, etc. retained by us to third parties after processing such personal information, etc. in a manner that makes individuals unidentifiable.

For the purpose of preventing fraudulent contracts, non-payment of fees, etc.

Purpose of third-party provision Personal information, etc. to be provided Recipient
Prevention of delinquency in payment of telecommunications service fee or non-payment of telecommunications service fee Your personal information, etc. (i.e., name, address, date of birth, sex, mobile phone number and contact phone number), circumstances concerning delinquency in payment and non-payment, etc. Mobile phone carriers including Mobile Virtual Network Operators (MVNOs) and Broadband Wireless Access (BWA) service providers
Outsourcees
* The responsibility for managing information on non-payers, etc. lies with Rakuten Mobile.
Contract screening at the time of receiving applications such as preventing contracts from being concluded fraudulently by using certificates that have been forged or tampered with Personal information stated in certificates that have been forged or tampered with presented by a customer or an applicant (e.g., his/her name, address, date of birth, certificate type, certificate number, certificate issuer, application date, contact phone number, arrest information, forgery method, contract screening results), personal information of a customer who has been suspended from use due to his/her identity being unverifiable upon the police agency's request for identity verification (e.g., his/her name, address, date of birth, sex, mobile phone number, contact phone number) Other mobile phone carriers (including some MVNOs)
* The responsibility for managing information on non-payers, etc. lies with Rakuten Mobile.
Confirmation of compliance status of the contract between the resale/rental business operator for Rakuten Mobile service and the user, and screening of the contract between the resale/rental business operator and the user who had performed an act in breach of the contract in the past Information on phone line for which contract is suspected to have been breached (e.g., phone number of such line and subscriber's name, address and date of birth) Resale/rental business operators

For the purpose of preventing spam email, etc.

Purpose of third-party provision Personal information, etc. to be provided Recipient
For preventing any user who has been suspended from using Rakuten Mobile's telecommunications service or has had his/her contract canceled as a result of sending spam email, etc. from entering into a contract with another telecommunications carrier and from sending spam email, etc.on an ongoing basis Your personal information, etc. (i.e., name, address, date of birth and sex), mobile phone number before suspension of use and contact phone number, etc. Other mobile phone carriers (including MVNOs)
* The responsibility for managing information on non-payers, etc. lies with Rakuten Mobile.
For preventing spam email, etc. from being sent on an ongoing basis by providing other telecommunications carriers with personal information, etc. of the customer who reported the receipt of spam email, etc. Your personal information, etc. (i.e., mobile phone number and email address), content of your report, etc. Other mobile phone carriers (including MVNOs)
* The responsibility for managing information on non-payers, etc. lies with Rakuten Mobile.

For the purpose of preventing crime and saving human life, etc.

Purpose of third-party provision Personal information, etc. to be provided Recipient
Prevention of crime such as "bank transfer scam" involving mobile phones under contracts that have been concluded fraudulently by using identity verification documents or other certificates that have been forged or tampered with Personal information stated in certificates that have been forged or tampered with presented by a customer or an applicant (e.g., his/her name, address, date of birth, certificate type, certificate number, certificate issuer, application date, contact phone number, arrest information, forgery method, contract screening results) Police and other administrative agencies*
Prevention of crime exploiting services and applications provided by content providers Age group, contract type (individual/corporate), etc. Content providers
Cooperation in search/rescue by police, fire departments, Japan Coast Guard, etc. Geolocation information (excluding cases in which provision of geolocation information violates secrecy of communications), information on whether or not an application has been made and a contract has been concluded, name of port-in carrier in cases where the mobile phone number was ported to another carrier based on the mobile number portability (MNP) system Police, fire departments, Japan Coast Guard and other such agencies*

[Note]* For the purpose of law enforcement, administrative agencies or judicial institutions may request Rakuten Mobile to access or provide your personal information. In case such requests are made with proper and legitimate need (especially in criminal investigations and other court proceedings), we will respond to this request in accordance with our internal rules and applicable laws.

For the purpose of conducting operations specific to telecommunications business

Purpose of third-party provision Personal information, etc. to be provided Recipient
Operations associated with interconnection with telecommunications carriers required for providing Rakuten Mobile services and carriers with whom Rakuten Mobile has an interconnection agreement, and performance of contracts with such carriers Your personal information, etc. (i.e., name, address and phone number), description of use and other corresponding personal information required for providing telecommunications services, etc. Other telecommunications carriers, carriers with whom Rakuten Mobile has an interconnection agreement
Operations related to mobile number portability (MNP) Your personal information, etc. (i.e., name, address, date of birth and mobile phone number), other information on MNP procedures, etc. Other mobile phone carriers

For the purpose of providing optional services, discounts and other services

Purpose of third-party provision Personal information, etc. to be provided Recipient
Provision of services in partnership with other companies such as optional services Your personal information, etc. (i.e., name, address, phone number, email address, date of birth and sex), information required for operations of services based on partnership, etc. Service partners
Payment of fees to a business operator other than Rakuten Mobile for a service subject to combined billing in which the fees of a fee-based service of such business operator other than Rakuten Mobile used by you are billed together with Rakuten Mobile's telecommunications service fees, and collection of fees in cases where such service fees have not been paid Your personal information, etc. (i.e., name, address, phone number, email address and date of birth), order/usage/payment information, billing date, usage status of services subject to combined billing, etc. Providers of fee-based services and products other than Rakuten Mobile
Omission and simplification of input and operation during registration for use of contents and services provided by content providers in partnership with Rakuten Mobile Your personal information, etc. (e.g., name, address, email address, date of birth, sex) Content providers partnering with Rakuten Mobile
Confirmation and notification of applicability and application status of fee discounts for services provided by telecommunications carriers designated by Rakuten Mobile that are offered when bundled with Rakuten Mobile services Your personal information, etc. (i.e., name and mobile phone number), reasons for inapplicability (e.g., difference in contract period, difference in fee plan), etc. Telecommunications carriers designated by Rakuten Mobile

For the purpose of operating and managing Rakuten Mobile shops

Purpose of third-party provision Personal information, etc. to be provided Recipient
Cooperation in campaigns conducted by sales agents and sales subcontractors, granting and dispatch of special gifts, etc. Information for identifying the customer targeted by campaigns such as his/her name, address and phone number Sales agents and sales subcontractors
Operations related to management and operation of incentive scheme for sales agents and sales subcontractors Your personal information, etc. (i.e., name, address and phone number), information on specifics of application (e.g., name of service) Rakuten Communications Corp.

For the purpose of assigning claims

Purpose of third-party provision Personal information, etc. to be provided Recipient
Assignment of claims concerning use of Rakuten Mobile's telecommunications services Your personal information, etc. (i.e., name, address, phone number and email address), information on billing and payment (i.e., usage fee, payment status), financial institution account number, name of account holder, credit card number, etc. Assignee of claims, etc.

For the purpose of providing other necessary services

Purpose of third-party provision Personal information, etc. to be provided Recipient
Other third-party provision of personal information pursuant to general conditions of contracts and provisions of rules on use, etc. Personal information items pursuant to general conditions of contracts and provisions of rules on use, etc. Service providers, etc.

4. Shared use of personal data

We share personal data on customers as follows:

  • Particulars and intended purpose of use of personal data is specified in Paragraph 1.
  • We will share personal information with RAKUTEN MOBILE SINGAPORE PTE. LTD..
  • Rakuten Mobile, Inc. will be responsible for the management of personal data collected on customers.

5. Handling of information subject to secrecy of communications

We will collect, use or provide third parties with information subject to secrecy of communications such as communication history, call history and caller information in accordance with the provision of Article 4 of the Telecommunications Business Act and other relevant laws and regulations only in cases where: we have your consent; we are complying with a warrant issued by a judge; it corresponds to an act of self-defense or aversion of present danger; or there are other justifiable grounds for noncompliance with the law.

6. Handling of personal information, etc. collected through applications

We may collect personal information, etc. about you through smartphone applications provided by us. When doing so, we may obtain your consent on an individual basis for handling your communication history, geolocation information, application launch history, phonebook information, photos, videos and other personal information, etc.
Please refer to the following privacy policies established separately for each application provided by Rakuten Mobile.

7. Handling of sufficiently anonymized geolocation information, etc.

We may use or provide third parties with your geolocation information that we collect when you use our telecommunications services after sufficiently anonymizing such information in a manner that makes you unidentifiable not only at the communication level but also at the individual level.

Please refer to Handling of Geolocation Information, etc. Processed by Sufficient Anonymization.

Customer Inquiries and Disclosure of Retained Personal Information, etc.

1. Inquiry counter

If you have any inquiries about personal information retained by us, please contact the following inquiry counter.

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. Reception of customer inquiries about notification of purpose of use of retained personal data, disclosure/correction, etc./cease of use, etc./cease of third-party provision of retained personal data and handling of personal information, etc.

If we have received from you a request 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, we will respond to you in an appropriate manner within a reasonable period in accordance with laws and regulations after verifying your identity. For the procedures in detail, please refer to How to Request Disclosure, etc. of Retained Personal Data (however, in cases where we have obtained your consent, we will respond by the method to which you consented).

If you have any inquiries about our handling of personal information, etc., please inquire the inquiry counter referred to in "1. Inquiry counter" above.

3. Accredited personal information protection organization and addressee for complaint resolution requests

The accredited personal information protection organization to which Rakuten Mobile belongs and the addressee for complaint resolution requests are as follows.

Organization name: Japan Data Communications Association Personal Information-ICT Center
URL:https://www.dekyo.or.jp/en/

Revised: April 8, 2020