Risk Management

We constantly strive to strengthen risk management under a basic policy of identifying and responding to business risks as early as possible.
Business risks are regularly identified on the basis of the Risk Management Principles. The Internal Control Committee designates risks that require company-wide management, and then corresponding management policies are formulated. In line with these policies, we put measures in place to appropriately prevent the risks from occurring and to be ready if they do occur.

DOCOMO has been entrusted with personal information (customer information) for 58 million people, and accordingly ensuring information security is an important management issue.
As a telecommunications company with a public nature, the rigorous management and protection of customer information is our most important duty. Our Privacy Policy has been established to put customers at ease and engender their trust.
The Information Management Committee, which is chaired by the Senior Executive Vice President (Chief Privacy Officer), meets on a regular basis and considers and promotes measures to protect personal information. It also regularly surveys and investigates how personal information is being handled and managed.
We also maintain structured internal rules, create educational tools related to the handling and management of personal information, and conduct ongoing, repetitive training for corporate officers, employees, temporary staff and staff at docomo Shops, our business partners. In fiscal 2010, we focused on reconfirming the importance of information management and worked to promote information security knowledge and increase understanding through well suited training based on the corporate hierarchy.
Going forward, we will continue to protect personal information so that customers may use our mobile phones and variety of services with constant and complete peace of mind.

Privacy Policy regarding Personal Information of our Customers

To prepare for the possibility of a communicable disease epidemic, caused by a new strain of the influenza virus for example, DOCOMO has created an action plan with a basic policy of maintaining communication networks and customer services and minimizing infection among employees. We have also developed various actions manuals to facilitate an accurate, speedy response to an outbreak. Further, offices have been stocked with mouthwash, masks and other items to prevent the spread of infections.

Information systems are critical infrastructure that support day-to-day business operations—customer information management, service order processing (requests, launch, discontinuation and termination), billing processing (calculation, charge and collection), and management control. These information systems, both hardware and software, are monitored 24 hours a day, 365 days a year to prevent them from being adversely affected or disrupted by external threats such as computer viruses. When monitoring foresees or detects a threat, there are mechanisms in place by which the situation is immediately checked out, recovery measures taken and relevant staff promptly contacted. The equipment used for information systems is set firmly in place using predetermined methods designed to prevent equipment from being dislodged during earthquakes. Floors housing information facilities are also equipped with extinguisher systems that automatically douse any fires that are detected. Critical facilities are concentrated in buildings equipped with vibration damping and seismic mitigation to ensure continuity during earthquakes and other disasters. Other steps such as redundancy of power supply and communication networks have also been taken.
Further, we have back-up centers at separate locations in case a fire or human-related disasters occurs in a building with critical facilities. Procedures are also in place for safeguarding important information, such as customer data and charges, and the continuation of customer services. Disaster preparedness drills are run every year so that our emergency response measures will be effectively implemented when needed. We have acquired ISO 27001 (Information Security Management System) certification for information security management systems on a continuous basis since March 2003. This helps protect against the potential impact of information security risks like major system failure or information leaks or loss, ensure necessary measures are carried out quickly and smoothly, and minimize the impact on customers

Monitoring is conducted on a 24-hour basis to quickly detect and respond to any trouble that may occur at i-mode Center, which is a form of social infrastructure.
Moreover, a backup center has been established for i-mode Center in an effort to ensure stable operations even if a fire or other man-made disaster occurs in the building that houses the main equipment.
In fiscal 2011, we installed a new operating system that limits power consumption to prepare for the possibility of sudden blackouts caused by power shortages during the summer.

DOCOMO holds regular drills that involve confirming the safety and well-being of employees from the standpoint of business continuity during disasters. In fiscal 2010, a drill on confirming the safety and well-being of all Group employees was held, and the safety of 98.3% of participating employees was confirmed by 5:00 p.m. on the day of the drill using the DOCOMO Group Employee Safety Confirmation System.
Owing in part to having regularly done this drill, when the Great East Japan Earthquake occurred on March 11, 2011, we were able to successfully confirm the safety and well-being of all Group employees in the Tohoku area as of 1:00 p.m. on March 12, 22 hours after the earthquake.
In fiscal 2011, we plan to continue conducting these drills to prepare for emergencies.