Privacy Policy

Our Basic Policy for the Handling of Personal Information

1. Basic concept

West Japan Railway Company (hereinafter referred to as "we", "our", "us") recognizes the importance of personal information and considers that it is our social responsibility to protect personal information. We comply with laws and internal rules regarding personal information and properly acquire, use and manage personal information handled by us, then work on continuous improvement.

2. Handling of personal information

We comply with the following matters regarding the handling of personal information.

(1)Clarification of the purpose of use

We clarify the purpose of use of personal information and utilize it within the scope of the purpose.

(2)Restriction on the use for unintended purpose

We will not use personal data for any purpose other than the purpose of use or provide personal data to a third party, unless we obtain prior consent of the customer or except as otherwise provided by law.

(3)Proper acquisition

We acquire personal information by lawful and fair means.

(4)Ensuring accuracy

We strive to keep personal data accurate and up-to-date.

(5)Safety protection

  • •  We assign a manager on each business that handles personal information.
  • •  We take security measures to prevent unauthorized access to personal information, loss, destruction, falsification or leakage of personal information.
  • •  We establish rules and manuals regarding the handling of personal information, then widely disseminate them throughout the company and group companies, and provide guidance and supervision.
  • •  We will properly select the outsourcing company and provide guidance and supervision to conduct appropriate management in the same way as we do in our company, when we outsource the processing of personal information to a third party.

(6)Disclosure, correction, deletion, etc.

When you request to disclose, correct or delete your own personal data, we will respond to the request according to the Act on Protection of Personal Information, etc.

(7)Responding to inquiries

We will respond appropriately and promptly to inquiries from customers regarding personal information.

3. Matters to be announced based on "Act on the Protection of Personal Information"

We announce the following matters based on "Act on the Protection of Personal information" regarding the personal information we retain. (However, for "Osaka General Hospital of West Japan Railway Company", please refer to "4. Medical information in "Osaka General Hospital of West Japan Railway Company".)

(1)Purpose of use

We use the customer's personal information within the scope of the following purposes.

  • •  To conclude and perform the contract about providing products/services and after-sales services, and to execute our business appropriately
  • •  To protect the security of our customers and employees
  • •  To deliver invitations and information by mail, telephone, e-mail, etc., about products and services or various events and campaigns, etc. handled by our company, our group companies and our affiliated companies.
  • •  To carry out questionnaire surveys by mail, telephone, e-mail, etc., in order to develop products, start new services or plan measures to improve customer satisfaction
  • •  To enhance the safety, investigate/research the use trends etc. of our customers and analyze the business
  • •  To consider and develop the software/system/facilities/devices etc. for new products/services and protecting the security
  • •  To respond to inquiries, opinions and requests sent from customers about products, services, etc., handled by our company, group companies and affiliated companies
  • •  To provide notification of lost property or conduct emergency contact, etc.
  • •  In addition, to carry out the work associated with each item above
    If we intend to use customer's personal information for any purpose other than the above, we will notify you of the purpose of use in advance, and we will not use it for unintended purposes without the consent.
    In addition, in connection with outsourcing of our business, we may provide customer information to the outsourcing company to the extent necessary for the business. In that case, we will conduct appropriate supervision, such as signing a contract, etc., on information handling with the outsourcing company.

(2)Provision to a third party

We do not provide personal information acquired from customers to a third party, except in the case described in the previous section or any of the following.

  • A) When the consent has been obtained from the customer
  • B) When it has been based on laws and regulations
  • C) When it is necessary to protect a human life, body or fortune, and when it is difficult to obtain the customer's consent
  • D) When it is particularly necessary to improve public health or promote the sound development of children, and when it is difficult to obtain the customer's consent
  • E) When it is necessary for a central government organization or a local government or a person entrusted to cooperate in carrying out the affairs prescribed by the law and when there is a risk of affecting the execution of the affairs by obtaining the consent of customer
    In addition, when providing personal information to a third party located in a foreign country, we will obtain your consent in advance, unless permitted by law, etc.

(3)Anonymously processed information

When creating anonymously processed information, we will comply with the Act on Protection of Personal Information and related guidelines, etc., and handle the information appropriately. During that process, we will comply with the standard of how to create anonymously processed information and the standard of the information security control measures about the anonymously processed information and the processing method, etc. Then appropriately, we will announce the information when we create anonymously processed information, and we will publish the information when we provide anonymously processed information to a third party.

(4)Shared use

We share personal information as follows:

1. Shared use for the personal data about shared point service "WESPO"

  • A) Items of personal data for the shared use
  • •  Name, age, gender, address, birthdate, phone number, email address, member number etc.
  • •  Purchase history (date, shop name, price, point number) etc. about the information of utilizing the WESPO registration card in our company and partners about WESPO service
  • •  Information about invalidation, deletion, loss, theft of the WESPO card
  • •  Information about the request of stopping sending DM etc.
  • C) Purpose of use
  • •  To provide the benefits and services provided by our company and WESPO partners
  • •  To provide the information about the events and services etc. of the commercial constructions operated by our company or WESPO partners
  • •  To investigate the market and developing the products based on the use status of the products and services about the commercial constructions operated by our company and WESPO partners
  • •  To improve the convenience of the products and services about the commercial constructions operated by our company and WESPO partners and providing the information interesting to the members at the appropriate timing
  • •  To contact the customers about the purchased or used products and services etc.in the commercial constructions operated by our company and WESPO partners
  • •  To respond to the customer's inquiries
  • •  In addition, to carry out the work associated with each item above
  • D) The entity name in charge of managing the personal data
  • •  West Japan Railway Company

2. Shared use for the personal data about setowa service application

  • A) Items of personal data for the shared use
  • •  Email address, birthdate, gender, residence area, use status
  • C) Purpose of use
  • •  To respond to the customers' inquiries, comments and requests related to the services etc.
  • •  To investigate, research and analyze the customers' use status etc.
  • D) The entity name in charge of managing the personal data
  • •  West Japan Railway Company

(5)Notification of disclosure and purpose of use

With regard to customer information retained by our company (limited to "retained personal data". The same shall apply hereinafter), if you wish to be notified of disclosure of your own information / purpose of use of your own information, after the identity verification, we will respond to the request within a reasonable period and scope.

(6)Correction, addition or deletion

If you would like to correct, add or delete the content of your own information regarding the customer information retained by our company, after the identity verification, and if there is some information different from the facts, we will correct, add or delete the information within a reasonable period and scope.

(7)Utilization cease, deletion

If you wish to cease the utilization or delete your own information regarding the customer information retained by our company, after the identity verification, we will cease the utilization or delete it within a reasonable period and scope. In addition, we may not be able to provide our services in line with your request, due to utilization cease or deletion, so we ask for your understanding and cooperation (in addition, based on the relevant laws and regulations, we may not be able to comply with your request for utilization cease or deletion of personal information).

(8)When not to make a disclosure, etc.

Please be aware in advance that we cannot make a disclosure, etc., if the situation is described as follows. If we decide not to disclose the information, etc., we will notify you with the reason.

(When we do not start the procedures to disclose the information, etc.)

  • •  When we cannot verify your identification
  • •  In case of the request from a representative, when we cannot verify if the representative has been delegated properly
  • •  When the submitted document is incomplete
  • •  When the customer has not paid the prescribed fee (612JPY of the stamp: postage for the service limiting the person themselves to receive the mail)
    (only in the case of "disclosure" and "notification of purpose of use")
    (When we do not disclose)
  • •  When the requested information does not correspond to "retained personal data"
  • •  When there is a risk of harming the human life, body, fortune or other rights of the person or a third party
  • •  When there is a risk that proper implementation of our business is seriously hindered
  • •  When it violates other laws and regulations
  • •  When special procedures are prescribed by the provisions of other laws and regulations
    (When we do not notify the purpose of use)
  • •  When the requested information does not correspond to "retained personal data"
  • •  When the purpose of use is clear
  • •  When there is a risk of harming the human life, body, fortune or other rights of the person or a third party
  • •  When there is a risk of harming the our rights or legitimate interests
  • •  When it is necessary for a central government organization or a local government to cooperate in carrying out the affairs prescribed by the law, and when there is a risk of affecting the execution of the affairs
    (When we do not correct, add, or delete the information)
  • •  When the requested information does not correspond to "retained personal data"
  • •  When the content of "retained personal data" is a fact
  • •  When special procedures are prescribed by the provisions of other laws and regulations
  • •  When it is not necessary to correct, add or delete the information considering the purpose of use
    (When we do not cease the utilization or delete the information)
  • •  When the requested information does not correspond to "retained personal data"
  • •  When we are handling the information within the range necessary to achieve the purpose of use specified in advance
    (including the case beyond the extent necessary for redressing the violation)
  • •  When the information is acquired in an appropriate manner
    (including the case beyond the extent necessary for redressing the violation)
  • •  When it is difficult to cease the utilization or delete the information, such a case as requiring a large amount of expenses, etc., and when we take alternative measures necessary to protect the rights and interests of the person
    (When we do not cease the third-party provision)
  • •  When the requested information does not correspond to "retained personal data"
  • •  When we provide it after obtaining the prior consent of the customer
  • •  When it has been based on laws and regulations
  • •  When it is necessary to protect a human life, body or fortune, and when it is difficult to obtain the customer's consent
  • •  When it is particularly necessary to improve public health or promote the sound development of children, and when it is difficult to obtain the customer's consent
  • •  When it is necessary for a central government organization or a local government or a person entrusted to cooperate in carrying out the affairs prescribed by the law, and when there is a risk of affecting the execution of the affairs by obtaining the consent of customer
  • •  When it is difficult to cease the provision to a third party, such a case as requiring a large amount of expenses, and in the case where we take alternative measures necessary to protect the rights and interests of the customer

(9)Contact

When you inquire to the following contact point, we will inform you about the necessary procedures for disclosure and correction, etc.

Personal information inquiry contact point

Phone number: 0570-00-8691
Reception hours 9:00AM ~ 5:00PM
(except Saturday, Sunday, Japanese national holidays, and from December 29th to January 3rd)

Please note that we cannot accept the inquiries directly at the station, etc.

Sample cases for the inquiry

  • - Disclosing the usage and purchase history of ICOCA with the owner's name version (Children ICOCA, ICOCA commuter pas, SMART ICOCA, SMART ICOCA commuter pass)
    (We do not accept the request to disclose the usage history of ICOCA without the owner's name version and the usage history among the commuter passes' area of ICOCA commuter pass with the owner's name version)
  • - Deleting the J-WEST Net's members registration information after the member resignation
  • - In addition, inquiries about processing the personal information

(10)How to process the request

  • •  We will send a written notification of procedures describing the "Application for disclosure of retained personal data, etc. application form", the addressee of the application form, fees, etc., to the contact information provided to our contact point.
  • •  Please mail the application form which you filled in the required items, identification documents, and stamps equivalent to the fee, etc., to the addressee.
  • •  The disclosure procedure, etc. shall be started when all the documents, etc. that you submit for the request for disclosure, etc., arrive at the addressee specified by us and we receive them.
  • •  The outline is as described above but please refer to the written notification we mail for the details.

Please note that we cannot respond to the requests for disclosure, etc. in case where this procedure has not been complied with (including the case where you come directly to our company such as a station, etc.).

(11)About accredited personal information protection group

The name of the accredited personal information protection group we are affiliated with, and the reception for complaints and consultation are as follows.

Japan Consumer Credit Association
Phone number for consultation service about personal information
03-5645-3360

(12)Changes in "Our Basic Policy for the Handling of Personal Information"

We may change this policy without notice but we will update the updated date at the bottom of this policy when we change this policy.

(13)Supplementary Provision

These terms are translated from the original Japanese. The original Japanese version takes precedence over this English translation.

4. About medical information in "Osaka General Hospital of West Japan Railway Company"

For medical information in "Osaka General Hospital of West Japan Railway Company", please inquire directly to the following about the purpose of use, disclosure procedure, etc.
The open hours for the dedicated reception is as follows, but we can respond in the other hours.

Osaka General Hospital of West Japan Railway Company

1-2-22, Matsuzakicho, Abeno-ku, Osaka, 545-0053
Phone number: 06-6628-2221 (Main)
Open hours for the dedicated reception: 1:00PM ~ 3:00PM
(except Saturday, Sunday, Japanese national holidays and from December 29th to January 3rd)

Please see below for the handling of the personal data of persons who are in the EEA.
"Privacy Policy on the Handling of the Personal Data of Persons Who are in the EEA"

Updated: December 1, 2019
President, Representative Director, and Executive Officer: Kazuaki Hasegawa