Handling of Personal Information in Telecommunication Business

[Note]
  • *
    Please note that this document is an unofficial translation and was prepared for reference purpose only. The original release is in Japanese.

1. Purpose of use of personal information

For the purpose of providing telecommunications services, etc., SoftBank Corp. and WILLCOM OKINAWA, Inc. (hereafter collectively called “SB”) uses, shares and provides a third party with personal information within the scope necessary to achieve the purposes below. SB will not obtain personal information by false statements or unlawful means.

1) Purpose of use of personal information

Purpose of useThe target personal information *
1. Customer support such as giving responses to customers inquires, information on procedures to use SB services or other information services [1]-[10]
2. Charge calculation [1], [3], [5], [6], [8], [10]
3. Billing [1]-[10]
4. Prevention of unauthorized use of SB services [1]-[10]
5. Marketing research and analysis [1], [3], [5]-[10]
6. Preparation of statistical data for management analysis and the use of the results of such analysis [1], [3], [5], [6], [8]-[10]
7. Guidance, etc. on products, services and campaigns of SB and other companies, and delivery and indication of advertisement of SB and other companies [1], [3]-[6], [8]-[10]
8. Notice to inform about information provision to contribute to the development of information and communication industry and improvements in customer service [1], [3], [8]-[10]
9. For performing support operations for the construction, maintenance, defect fixes of terminal equipment of SB services and for responding to the failure including software updates, etc. of SB services [1], [3]-[6], [8]-[10]
10. For providing relevant personal information to NIPPON TELEGRAPH AND TELEPHONE EAST CORPORATION (hereafter “NTT East”), NIPPON TELEGRAPH AND TELEPHONE WEST CORPORATION (hereafter “NTT West”, and “NTT East/West” combining with NTT East) and agreed operators for the sake of executing work and related work to interconnect with them. [1]-[3], [8]-[10]
11. For performing other operations necessary for providing SB services and ancillary services [1]-[10]
[Note]
  • *
    The personal information numbers are as follows.

The target personal information

  • [1] Personal information obtained from the applicant or contractor such as name, address, date of birth, gender, telephone number, occupation, workplace and email address
  • [2] Personal information filled in the form like the Identity verification documents
  • [3] Information related to your application such as service names, personal identification number, product name, application quantity and date of application
  • [4] Information regarding payment methods such as financial institution accounts, credit card information, etc.
  • [5] Information regarding billing and payment such as charge, payment status, payment date, etc.
  • [6] Information regarding call history or usage details such as outbound/inbound call history, called party number, amount of information transmission, etc.
  • [7] Location information
  • [8] Information such as dial number, etc. which are assigned by SB at the contract and information about communication equipment such as serial number of a terminal
  • [9] Content and history of feedback and inquiries
  • [10] Other acquired information which is for providing telecommunication services

In addition, SB will clarify the purpose of use and obtain prior consent from customers whenever using the relevant personal information for any purpose other than those above mentioned.

Modification of the purpose of use

When SB modify the purpose of use, SB does not change the purpose of use beyond the scope which is reasonably considered that the purpose of use after the change is duly related to that before the change.

2) Shared information

  • SB may jointly uses personal information obtained for the purpose of providing telecommunication service in the following cases. SB complies with the Guidelines for the Protection of Personal Information in the Telecommunications Business Field and shall not share them go beyond the scope defined in the Handling of Personal Information in Telecommunication Business that was agreed by customer.

  • a. Entities jointly using information with SB
  • b. Jointly used personal information

    All personal information of customers or landowners of base stations obtained by SB at the time of application and while providing services, and all personal information required for the business described in the article of “Purpose of joint use” such as names, corporate names, phone numbers, addresses, email address, customer ID, billing addresses, ages, gender, subscribed tariff plans and discounts, types of terminals placed and payment status (except cases where such information provision infringes the secrecy of communication)

  • c. Purpose of joint use
    • 1. Customer support such as answer to customers' enquiry, guidance on procedures to use services of joint users or other information service;

    • 2. Charge calculation;

    • 3. Billing;

    • 4. Marketing research and analysis;

    • 5. Guidance on products, services and campaigns of SB and other companies;

    • 6. Notice to inform about information provision to contribute to the development of information and communication industry and improvements in customer service;

    • 7. For determining whether or not to provide goods or services relevant to SB's joint users and their actual provision.

    • 8. Construction, maintenance and system trouble-support of communication network including the borrowing, loan, installation, preservation, management and other additional business and related business.

  • d. Chief privacy officer of jointly used personal information

    Information security manager of SB

3) Provision to third parties

For the purpose of providing personal information third parties, SB defines the followings. Furthermore, by transporting documents, sending electronically or magnetic way, SB may provide third parties with personal information treated by SB with complying with the rules of the Personal Information Protection Law, Telecommunications Business Law and other prescripts.

  • 1. In case any customer does not make payment of telecommunications services even though such payment is overdue or any dispute about nonpayment or amount in arrear arises, SB may provide mobile operators including mobile virtual network operators and BWA (broadband wireless access) service operators with a name, address, date of birth of such customer and information of such dispute, if any, for the purpose of preventing any nonpayment of telecommunications services from occurring. SB is responsible for the management of such personal information handled by SB.

  • 2. With the objective of preventing any improper subscriptions, any nonpayment of telecommunications services from occurring, etc. through practically screening subscribers when accepting telecommunications service applications, etc., SB may provide Yahoo Japan Corporation and its group companies, and Walt Disney Japan with the relevant customer's personal information or application subscriber's information (name, address, date of birth, gender, telephone number, occupation, workplace, identity verification documents' number, payment methods, charges payment, payment account number or credit card number, contract status, judgment result, record of fraud, timing of nonpayment, amount of nonpayment and the information if there is a dispute, etc. in arrears, etc.). SB is responsible for the management of such personal information handled by SB.

  • 3. If there is a person who violates the Law for Appropriate Transmission of Specified Emails (Law No. 26 of 2002) in cases in which a number of emails are sent at once or pose a problem for sending and receiving emails due to a large volume of email (spam mail behavior), we may provide the name, address, date of birth of the person who is given telecommunications service suspension or termination of contract in line with our service agreement for screening of prospective subscribers at the time of application, if any, to mobile phone business entities (including mobile virtual network operators, the same hereafter in this article) for the purpose of prevention of reoccurrence of any spam mail behavior beforehand and to protect against the disturbing of sending and receiving emails in cases in which the person concludes a contract with mobile phone business entities. SB is responsible for the management of such personal information handled by SB.

  • 4. SB may provide a contracting operator with names, addresses, phone numbers, subscribed services and any other personal information required for providing telecommunications services to carry out operations necessary for interconnection with such contracting operator such as setting out customer contracts and smooth provision of telecommunications services.

  • 5. We may provide personal information such as the name, address, date of birth, mobile phone number, PHS number and detailed Mobile Number Portability (“MNP”) procedures with mobile phone business entities for the purpose of handling MNP.

  • 6. We may, for the purpose of verifying a scope of application of a discount/flat-rate service between mobile phones specified by SB, provide the subscriber of such discount/flat-rate service with information about the applicability of such discount/flat-rate service to the mobile phone number as well as price plan, that mobile phone number, subscriber's name, etc.

  • 7. When a customer uses telecommunications services/other companies' services and a combined bill service in which SB charges for telecommunications services together with other paid services/products offered by a provider other than SB (“Combined Bill”), SB may provide the relevant paid services/products provider with such customer's personal information (order, usage, payment information, billing date or the like) for the purpose of charge payment to that provider. In addition, SB may also provide such paid services/products provider with the relevant customer's personal information (name, address, phone number, information concerning Combined Bill payment status or the like) for the purpose of the bill collection only if such customer fails to pay Combined Bill even though such Combined Bill is overdue.

  • 8. When a customer, its family member(s) or person admitted by SB (“Customers”) subscribe a service offered by a provider specified by SB, SB may provide the relevant service applicant with such Customers' personal information (name, address, subscription status of telecommunication services, billing information, etc.) to offer Combined Bill service in which SB charges for its telecommunication services together with charges of the subscribed service.

  • 9. For the purpose of responding to enquires about numbers covered by the discount service between SB-specified mobile phone and SB-specified IP phone as well as giving notice of the relevant service subscription status, SB may offer, through the operator (including SB) of such SB-specified IP phone, personal information of the SB service subscriber (mobile phone number, phone number, customer ID, subscription status of such service or the like) to a subscriber of SB-specified IP phone or mobile phone operator (including SB), who is a family member of SB subscriber.

  • 10. In offering a service in which 2 mobile phone numbers and 2 email addresses are available in one handset, SB may, when registered subscribers for the relevant numbers and email addresses are different, provide one subscriber with the other's personal information (information about the subscription of various optional services, suspension of use or cancellation status).

  • 11. For the purpose of running a campaign organized by a SB dealer and a sale cooperating agency (“Campaign Organizers”) such as management of campaign or grant and delivery of privileges, SB may provide such Campaign Organizers with personal information of SB customers qualified for such campaign (identifiable information of a qualified customer such as his/her name, address or phone number).

  • 12. SB may, if deems it necessary to identify details of identity verification documents presented when telecommunication services are subscribed, provide a publisher of such documents with personal information of those documents (address, name, date of birth, etc.) for the purpose of preventing any unauthorized subscription.

  • 13. SB may, if asked to check the applicability and usage status of price discount services for SB phones provided by a SB-specified telecommunication provider, provide an applicant of such services with personal information of SB subscriber referred to (mobile number, name, reason for inapplicability of such service (incompatibility of the relevant price plan, etc.), etc.) through such provider for the purpose of informing checking results as long as the relevant applicant is a family member of SB subscriber in question.

  • 14. For the purpose of preventing any unauthorized subscriptions through making use of screening when receiving service applications, SB may, as requested by the police agency, provide mobile operators including mobile virtual network operators with personal information of a customer (name, address, date of birth, phone number, etc.) whose subscription was not accepted because such customer was unable to be identified. SB is responsible for the management of such personal information handled by SB.

  • 15. With the objective of introducing, providing, analyzing, improving, supporting, and so forth products, services and campaigns to applicant or contractor, SB may provide Yahoo Japan Corporation and its group companies and other companies that introduce, provide, analyze, improve, support and so forth the relevant products, services and campaigns with the applicant's or contractor's personal information (name, address, telephone number, etc.).

  • 16. If a customer subscribes to a service offered by a content provider forming a partnership with SB (“Content Provider”), SB may provide such Content Provider with personal information of the relevant customer (name, address, email address, date of birth, gender, etc.) for the purpose of simplifying data-entry operations required for the subscription.

  • 17. With the objective of providing a service offered by other companies forming a partnership with SB, SB may provide such company with personal information (name, address, phone number, email address, date of birth, gender, other information for identifying customers or carrying out operations of partner's services, etc.) required for subscribing or providing such services.

  • 18. With the objective of confirming observance of the concluded contract between SB and user, or between user and resale/rental company which contracts with SB for handling the services, or with the objective of using for the contract examination between resale/rental company and the user who made contract violation in the past, SB may provide the information (phone number concerned, subscriber's name, address, date of birth, etc.) regarding suspicious phone numbers of contract violation to resale/rental company forming a partnership with SB.

  • 19. Based on the report from our customer who received spam short mail service (SMS: mail which send characters, numbers or symbols with using control signal), in line with our customer contract, SB may provide customer's personal information (mobile phone number, PHS number, reported contents, etc.) to the other mobile phone business entities (entities include mobile virtual network operators) for the purpose of prevention of reoccurrence of any spam mail behavior beforehand and to protect against the disturbing of sending and receiving emails.

  • 20. In case a SB customer sent spam mails through the short mail service (SMS: mail which send characters, numbers or symbols with using control signal), based on the report from the other mobile phone business entity's (entity include mobile virtual network operators, the same hereafter in this article) customer who received the message (hereafter receiver), the mobile phone business entity which provide telecommunication services to the receiver may provide the information regarding the spam mail (mobile phone number, PHS number, sent date/time, contents, etc.) to the other mobile phone business entities including SB.

  • 21. With the objective of preventing a crime which uses the services provided by contents provider, SB may provide such provider with personal information (age-group, contract status (personal use or not), etc.) regarding the mobile phone user (registered as the actual mobile phone user).

  • 22. SB may obtain the location information of the person who need rescue responding to the request from relief agency such as police agency, Japan Coast Guard, fire department, etc. that search the rescuee, and may provide the relief agency with the location information. In case the contract has been unestablished or cancelled, SB may provide the relief agency with the status. And if the rescuee has moved to the other mobile operator by MNP then SB may provide the agency with the operator's name.

  • 23. With the objective of improving product quality, etc., SB may provide Walt Disney Japan with serial number of a terminal.

  • 24. With the objective of preventing any improper subscriptions, any nonpayment of telecommunications services from occurring, etc. through making use of screening when receiving telecommunications service applications, etc., or through the investigation after the subscription, SB may provide mobile operators including a part of mobile virtual network operators with the personal information (name, Japanese katakana of name, date of birth, address, postal code, type of certificate, certificate number, certification authority, date of application, phone number, information about arrest, tricks of forgery, result of screening, etc.) related to the forged or tampered identity verification documents that is presented by customers or application subscribers. SB is responsible for the management of such personal information handled by SB.

  • 25. In cases where SB's telecommunication services are used as telecommunications facility for mobile phones, SB may provide mobile phone subscriber with the personal information (subscription status, changes in information, etc.) of the telecommunication service subscriber for the purpose of determining whether or not to provide the service and of performing the appropriate maintenance of registered information.

  • 26. In case where SB provides telecommunication service and the internet connection service using optical fiber (hereafter “optical service”) with utilizing optical collaboration model that is provided by NTT East and NTT West, SB may provide NTT East or NTT West with the applicant's or contractor's personal information (name, address, phone number, email address, date of birth, gender, other information for identifying the applicant or users, etc.) for the purpose of performing such optical service related operations as registration (including changeover from FLET'S Hikari to optical service), provisioning, deployment and maintenance performed by NTT East or NTT West. NTT East/West may disclose the applicant's or contractor's personal information to third parties based on the prescript of NTT East/West.

  • 27. With the objective of introducing, analyzing and so forth products, services and campaigns to contractor, SB may provide Yahoo Japan Corporation the access status of this Web site linked by the contractor's personal information (customer ID, etc.).

  • 28. With the objective of advertising product, service and campaign of other companies and ours to a customer, or the objective of analyzing it, etc., SB may provide the customer's personal information (Advertising Identifier: it linked the access status of our Web site or the use status of our application by customer ID) with the companies which provide a platform related to advertisement delivery.

4) SB may provide third parties with modified information that is transformed personal information SB handles into indistinguishable individuals.

5) SB properly handles information in relation to the secrecy of communication such as communication and call logs or caller's information in accordance with Article 4 of the Telecommunication Business Law, other relevant rules and guidelines.

6) In addition, when personal information related to the landowners, leaseholders, and/or operators of telecommunications facilities, etc., is gathered, the purpose of its use shall be clarified for each instance of collection.

2. Disclosure, correction and suspension of use of personal information

1) SB, if requested to inform about the purpose of use, disclose or correct personal information by an individual of such information, gives a reply in writing (SB replies as agreed with the relevant individual). SB may charge a fee to the extent deemed reasonable in consideration of actual costs.

2) A customer enquiring for disclosure or correction of his/her own personal information obtained by SB or complaining about the handling of such personal information is asked to communicate with the following contact.

Contact Personal Information Enquiry (Japanese only) regarding products or services of SoftBank Corp. *1
Personal Information Enquiry address “” regarding products or services of former SoftBank BB Corp. *2
Personal Information Enquiry address “” regarding products or services of former SoftBank Telecom Corp. *3
Personal Information Enquiry address “” regarding products or services of former Ymobile Corporation *5,*4
A receptionist phone number Personal Information Enquiry Phone Number “0088-210-051 (Toll free/Japanese only)” regarding products or services of SoftBank Corp. *1
(from landline phones, mobile phones, PHS and payphones)
Personal Information Enquiry Phone Number “0120-981-928 (Toll free)” regarding products or services of former SoftBank BB Corp. *2 (not available from mobile phones, PHS and payphones)
Personal Information Enquiry Phone Number “0088-21-5814 (Toll free)” regarding products or services of former SoftBank Telecom Corp. *3 (not available from payphones)
Personal Information Enquiry Phone Number “044-382-0404 (Chargeable)” regarding products or services of former Ymobile Corporation *5,*4
Service hours Personal Information Enquiry Service Hours “10:00 - 17:00 (Monday through Friday)” regarding products or services of SoftBank Corp. *1
(excluding public holidays, year-end through New Year holidays, during facility inspection and during system maintenance)
Personal Information Enquiry Service Hours “10:00-18:00 (Monday through Friday)” regarding products or services of SoftBank BB Corp. *2
(excluding public holidays, year-end through New Year holidays, during facility inspection and during system maintenance)
Personal Information Enquiry Service Hours “09:00-18:00 (Monday through Friday)” regarding products or services of former SoftBank Telecom Corp. *3
(excluding public holidays, year-end through New Year holidays, during facility inspection and during system maintenance)
Personal Information Enquiry Service Hours “10:00-17:00 (Monday through Friday)” regarding products or services of Ymobile Corporation *5,*4
(excluding public holidays, year-end through New Year holidays, during facility inspection and during system maintenance)

3) The following is assigned by us as an approved organization to protect personal information and to accept grievance resolution requests.
-Qualified Personal Information Protection Organization-

Contact
A receptionist phone number 03-5907-3803 (charged)
Service hours 10:00-12:00, 13:00-15:00 (Monday through Friday)
(excluding public holidays and year-end through New Year holidays)
[Notes]
  • *1
    Products or services of SoftBank Corp. means the products or services provided by SoftBank Corp. regardless of whether before March 31, 2015 or after April 1, 2015, however, except the former SoftBank BB Corp.'s, former SoftBank Telecom Corp.'s or former Ymobile Corporation's *5 products or services provided by SoftBank Corp. from April 1, 2015.
  • *2
    Products or services of former SoftBank BB Corp. means the products or services provided by former SoftBank BB Corp. before March 31, 2015 or former SoftBank BB Corp.'s products or services provided by SoftBank Corp. from April 1, 2015.
  • *3
    Products or services of former SoftBank Telecom Corp. means the products or services provided by former SoftBank Telecom Corp. before March 31, 2015 or former SoftBank Telecom Corp.'s products or services provided by SoftBank Corp. from April 1, 2015.
  • *4
    Products or services of former Ymobile Corporation means the products or services provided by former Ymobile Corporation before March 31, 2015 or former Ymobile Corporation's *5 products or services provided by SoftBank Corp. from April 1, 2015.
  • *5
    Former Ymobile Corporation contains WILLCOM OKINAWA, Inc.

Supplementary provisions

  • The present Handling of Personal Information in the Telecommunications Business shall be enforced from 1 April 2005.
  • Revised on May 17, 2005
  • Revised on July 1, 2005
  • Revised on August 31, 2005
  • Revised on December 1, 2005
  • Revised on July 16, 2006
  • Revised on August 23, 2006
  • Revised on October 1, 2006
  • Revised on December 25, 2006
  • Revised on March 31, 2007
  • Revised on June 25, 2007
  • Revised on October 1, 2007
  • Revised on December 3, 2007
  • Revised on February 1, 2008
  • Revised on April 1, 2008
  • Revised on May 7, 2008
  • Revised on June 3, 2008
  • Revised on July 18, 2008
  • Revised on December 1, 2008
  • Revised on February 3, 2009
  • Revised on March 1, 2009
  • Revised on March 6, 2009
  • Revised on April 1, 2009
  • Revised on May 26, 2009
  • Revised on July 1, 2009
  • Revised on December 1, 2009
  • Revised on April 1, 2010
  • Revised on May 10, 2010
  • Revised on September 1, 2010
  • Revised on June 1, 2011
  • Revised on July 1, 2011
  • Revised on September 7, 2011
  • Revised on February 1, 2012
  • Revised on March 1, 2012
  • Revised on April 2, 2012
  • Revised on September 3, 2012
  • Revised on February 14, 2013
  • Revised on April 1, 2013
  • Revised on June 1, 2013
  • Revised on September 1, 2013
  • Revised on December 1, 2013
  • Revised on April 1, 2014
  • Revised on May 1, 2014
  • Revised on June 1, 2014
  • Revised on July 1, 2014
  • Revised on October 1, 2014
  • Revised on October 15, 2014
  • Revised on January 15, 2015
  • Revised on February 4, 2015
  • Revised on April 1, 2015
  • Revised on July 1, 2015
  • Revised on September 10, 2015
  • Revised on May 13, 2016