Handling of Personal Information in Telecommunications Business

1. Purposes for collecting personal information

  1. DOCOMO collects and manages the personal information listed in section (2) below when providing telecommunications services (including various services provided by using the functions of communications devices, sale on installments, individual credit purchase brokerage, Internet connection services pertaining to docomo Hikari provided by partner companies, etc.; the same applies hereinafter), only as required to achieve the following purposes.
    Only lawful and fair means are used to collect personal information.
    Table of the purposes for collecting personal information
    Purposes for collecting personal information Personal information used
    ①To provide and maintain telecommunications service, calculate and bill usage charges and usage points (including billing for installment payments and collection on behalf of third parties), and conduct other related operations (including the implementation of subscription content based on the terms of the agreement, etc., regarding the telecommunications service). Personal information listed in ①, ② and ⑤ to ⑩of section (2) below.
    For billing of usage charges, this includes personal information listed in ③ of section (2) below.
    ②To verify the user's identity and family relationship at the time of application or using the services, etc. Personal information listed in ① to ⑥, ⑨ and ⑩ of section (2) below.
    ③To provide the user with information on products, services (including services other than telecommunications services), promotional campaigns, events, etc. (including information related to the services, etc. of business partners), display and distribute advertisements, ship ordered products, etc., conduct various surveys and ship rewards, etc., implement promotional campaigns and other sales promotion programs, select winners and ship free gifts for promotional campaigns and events etc., and provide other notices. Personal information listed in ①, ②, ⑤, ⑥, ⑦, ⑨ and ⑩ of section (2) below.
    ④To provide customer service in response to inquiries, requests, and opinions received from users. Personal information listed in ① to ⑩ of section (2) below.
    ⑤To conduct surveys and analysis of sales and usage, surveys and analysis of business policies and measure their effectiveness, planning, development, surveys and analysis of new products and services (including services other than telecommunications services), surveys and analysis to improve service quality and customer services, and various other surveys and analysis. Personal information listed in ①, ② and ⑤ to ⑩ of section (2) below.
    ⑥To investigate and respond to failures, malfunctions or accidents with products, services (including services other than telecommunications services), networks, etc. Personal information listed in ① to ③ and ⑤ to ⑩ of section (2) below.
    ⑦To prevent unauthorized or fraudulent subscriptions, unauthorized or fraudulent usage, and non-payment of charges; as well as to investigate and respond to the occurrence of such problems. Personal information listed in ① to ⑥ and ⑩ of section (2) below.
    ⑧To manage a subscriber's mobile phone number and freeze its registered credit related services when that subscriber's mobile phone number is registered for credit-related services (defined in section 1 (1) of "Handling of Personal Information for Credit Card Services") for a user other than the subscriber and when the telecommunications service subscription for that mobile phone number is changed. Personal information listed in ①, ⑤ and ⑩ of section (2) below.
    ⑨To provide content providers that support the age verification function (hereinafter referred to as "content providers") with the age information of users when the users use their services. Personal information listed in ① of section (2) below.
    Please note that personal information may still be used within the above mentioned purposes, even if the subscription for telecommunications service between DOCOMO and the user has been terminated.
    DOCOMO also may handle the personal information obtained when, for example, providing telecommunications services within the scope of the purpose of use of personal information published for other business areas.
  2. DOCOMO uses the following personal information (including personal information obtained from a third party and obtained in other business areas) for the purpose listed in section (1) above.
    1. Name, address, date of birth, and other information
      • Name, address, date of birth, telephone number, e-mail address, etc.
      • Mailing address, name, telephone number, etc. for bills and receipts
      • Name and date of birth of the user provided by the subscriber
      • docomo Hikari subscription ID of the docomo Hikari subscriber, address where the docomo Hikari related equipment is installed, ISP name, etc.
    2. Details of usage charges etc.
      • Amounts billed, payment status, method of payment, and other details of usage charges
    3. Details of account used for payment
      • Financial institution account number, account name, credit card number, etc.
    4. Information on official identification documents etc.
      • Information on driver's licenses, passports, and other documents to verify a person's identity
    5. Information related to a service for which a user applies
      • Information related to telecommunications service such as FOMA service, Xi service, and docomo Hikari service
      • Information related to optional services such as Voice Mail Service and Call Forwarding Service
      • Information related to members-only services such as d POINT CLUB and docomo My Shop
      • Information related to various services provided by using the functions of telecommunications devices
      • Information related to various other services and products handled by DOCOMO, such as d CARD
      • The above information includes information on the usage and purchase of various services and products.
    6. Information related to the telecommunications device used
      • Model name, serial number, and other information related to the telecommunications device (Includes identifiers such as cookie ID, advertising ID (AdID), and Advertising Identifier (IDFA), but they are not the only information.)
    7. Call History details
      • The time when a call starts/ends, length of the call, phone number called, and other Call History details
    8. Location information
      • Information related to location information
    9. Other information: record of applications received; content of inquiries, requests, and opinions; and other accompanying details acquired through the provision of telecommunications service
    10. Other information obtained from a third party
  3. Personal information used to carry out business entrusted to DOCOMO from other carriers will be used as necessary to complete the relevant business.
  4. If DOCOMO recognizes that any of the following cases apply, personal information may be used for purposes other than the original purpose of data collection, while giving the utmost consideration to the rights and interests of the user.
    1. If laws or regulations apply;
    2. If it is necessary for the protection of a person's life, body, or assets, and receiving consent from the user is difficult;
    3. If it is especially necessary for the improvement of public health or promotion of the sound growth of children, and receiving consent from the user is difficult; or
    4. If cooperation is required to conduct duties stipulated in laws and regulations of government institutions/local authorities or parties entrusted by them, and there is concern that receiving consent from the user may interfere with the conduct of those duties.

2. Provision of personal information to third parties

  1. When DOCOMO assigns a credit obligation regarding the charges of telecommunications services, etc. (hereinafter referred to as the "applicable credit obligation") to a third party based on the terms of the agreement, etc., DOCOMO will provide the assignee of the applicable credit obligation with personal information to be used for the assignee to bill and collect the applicable credit obligation.
    1. Personal information provided
      • Name, address, date of birth, telephone number, mailing address/name/telephone number, etc. needed to send the bill and receipt of charges, etc.
      • Information on the usage charges, such as the amount billed and payment method
      • Financial institution's account number, account holder name, credit card number, etc.
      • docomo Hikari subscription ID of the docomo Hikari subscriber, address where the docomo Hikari related equipment is installed, ISP name, etc.
    2. Assignee of the applicable credit obligation to whom personal information is provided
      NTT FINANCE CORPORATION
    3. Entity responsible for managing personal information provided
      NTT DOCOMO, INC.
  2. DOCOMO provides personal information to third parties for procedures related to the provision of docomo Hikari, Internet connection services pertaining to docomo Hikari provided by partner companies, services associated with docomo Hikari, etc.
    1. Personal information provided
      • Name, address (including address where the docomo Hikari related equipment is installed), date of birth, telephone number, docomo Hikari subscription ID, ISP name, etc.
    2. Third parties to whom personal information is provided
      Nippon Telegraph and Telephone East Corporation, Nippon Telegraph and Telephone West Corporation, CATV companies pertaining to docomo Hikari, DOCOMO's partner ISPs pertaining to docomo Hikari, and DOCOMO's partner companies pertaining to docomo Hikari
      Service type: Services using SKY Perfect JSAT equipment
      Purpose for provision: Provision of docomo Hikari TV Option
      Provision destination: SKY Perfect JSAT Corporation
      Information provided: docomo Hikari subscription ID, name, address, telephone number, and other information related to the docomo Hikari TV Option service
    3. Entity responsible for managing personal information provided
      NTT DOCOMO, INC.
  3. Regarding users with outstanding payments, even after subscription is terminated, DOCOMO will exchange personal information with other telecommunications carriers who provide mobile phone, PHS, and BWA services as outlined below. This information includes personal information such as the payment status of the applicable credit obligation that DOCOMO obtained from the assignee of the applicable credit obligation.
    1. Personal information exchanged
      Name, address, date of birth, gender, phone number of the mobile phone before subscription is terminated, contact telephone number, and status of non-payment
    2. Telecommunications carriers with whom personal information is exchanged (as of January 1, 2019)
      • NTT DOCOMO, INC.
      • KDDI CORPORATION
      • KDDI VALUE ENABLER CORPORATION
      • Okinawa Cellular Telephone Company
      • SoftBank Corp.
      • WILLCOM OKINAWA, Inc.
      • RANET Co., Ltd.
      • UQ Communications Inc.
      • Yamada Denki Co., Ltd.
      • suggestum inc.
      • Shiodome MOBILE, Inc.
      • Nojima Corporation
      • K-Opticom Corporation
      • Japan Communications Inc.
      • NIFTY Corporation
      • East Japan Railway Company
      • UQ mobile OKINAWA Corporation
      • FreeBit Co., Ltd.
      • Tone mobile Inc.
      • accessell
      • BIGLOBE Inc.
      • SORASIM Co.Ltd
      • Link Life
      • Rakuten, Inc.
      • BTV CO., LTD.
      • Jupiter Telecommunications Co., Ltd.
    3. Party responsible for managing the exchanged personal information
      NTT DOCOMO, INC.
    4. Objective of exchanging personal information
      Regarding users with outstanding payments, even after subscription is terminated, DOCOMO will exchange personal information with other telecommunications carriers to screen subscriptions at the time of application, thereby preventing recurrences of non-payment and ensuring the fairness and benefit of all users. (Applications may not be accepted depending on non-payment status.)
  4. Regarding users who have had their subscription suspended (or terminated) due to reasons such as sending spam e-mail, DOCOMO will exchange personal information with other telecommunications carriers who provide mobile phone and PHS services as outlined below.
    Also, if notification of the sending of spam e-mail, etc. by Short Message Service, etc. is received, DOCOMO will exchange personal information with other telecommunications carriers who provide mobile phone and PHS services to enable the sending of spam e-mail to be confirmed.
    1. Personal information, etc. exchanged
      Name, address, date of birth, gender, phone number of the mobile phone before the service was suspended, contact telephone number
      Also, if notification of the sending of spam e-mail, etc. by Short Message Service, etc. is received, the information exchanged will include the sender's phone number, date and time of reception, recipient's phone number, and Short Message Service text.
    2. Telecommunications carriers with whom personal information is exchanged (as of January 1, 2019)
      • NTT DOCOMO, INC.
      • KDDI CORPORATION
      • Okinawa Cellular Telephone Company
      • SoftBank Corp.
      • WILLCOM OKINAWA, Inc.
    3. Party responsible for managing the exchanged personal information
      NTT DOCOMO, INC.
    4. Objective of exchanging personal information
      Personal information of users, who have had their service suspended due to reasons such as sending spam e-mail with a mobile phone or PHS, will be exchanged with other telecommunications carriers and used to screen subscriptions at the time of application. This is to prevent those users from continuing to send spam e-mail and causing interference in the exchange of electronic mail by switching subscription from one telecommunications carrier to another. (Applications will not be accepted from users who have had their service suspended.)
  5. Regarding the personal information of a user who refused to provide information in response to a request of identity verification for a line received from the police based on the Act for Prevention of Improper Use of Mobile Phones and whose service has been suspended, DOCOMO will exchange personal information with other telecommunications carriers who provide mobile phone and PHS services as outlined below.
    1. Personal information exchanged
      Name, address, date of birth, gender, phone number of the mobile phone before the service was suspended, contact phone number
    2. Telecommunications carriers with whom personal information is exchanged (as of January 1, 2019)
      • NTT DOCOMO, INC.
      • KDDI CORPORATION
      • Okinawa Cellular Telephone Company
      • SoftBank Corp.
      • WILLCOM OKINAWA, Inc.
    3. Party responsible for managing the exchanged personal information
      NTT DOCOMO, INC.
    4. Objective of exchanging personal information
      Personal information of a user who refused to provide information in response to a request for identity verification received from the police and whose service has been suspended will be exchanged with other telecommunications carriers and used to screen subscriptions at the time of application in order to prevent fraudulent use for crimes such as bank transfer scams. (Applications will not be accepted from any user whose service has been suspended by DOCOMO or another telecommunications carrier.)
  6. To prevent unauthorized or fraudulent subscriptions, etc. resulting from the use of forged or falsified certificates and ensure the fairness and benefit of all users, DOCOMO will exchange personal information (name, address, date of birth, gender, etc.) related to forged or falsified certificates presented by customers and subscription applicants with other telecommunications carriers who provide mobile phone, PHS, and BWA services.

    Party responsible for managing the exchanged personal information
    NTT DOCOMO, INC.
  7. Acquisition and provision of personal credit information from/to personal credit information agencies
    In order to check the credit of subscribers, DOCOMO will acquire the personal credit information of subscribers from personal credit information agencies that DOCOMO is affiliated with (hereinafter referred to as "Member Credit Information Agencies") and from personal credit information agencies partnering with Member Credit Information Agencies (hereinafter referred to as "Partner Credit Information Agencies") before the conclusion of individual credit purchase brokerage contracts or installment sale contracts, and use the acquired information to check the credit status and repayment ability of subscribers who enter into an installment contract. Also, DOCOMO will provide the personal credit information of subscribers to Member Credit Information Agencies and Partner Credit Information Agencies after the conclusion of individual credit purchase brokerage contracts or installment sale contracts.
    1. Personal credit information acquired and provided
      Full name, date of birth, address, telephone number, place of employment, symbols and numbers on documents verifying identity (including driver's license, etc.), type of contract, date of contract, number of installment payments, outstanding balance, installments payable, estimated annual billing amount, monthly billing amount, amount of payments, payment status, as well as transaction information (debt collection, debt adjustment, guarantee execution, compulsory cancellation, bankruptcy filing, transfer of receivables, etc.)
    2. Scope of Member Credit Information Agencies from/to which information acquired and provided
      Member Credit Information Agencies
      Name:New windowCREDIT INFORMATION CENTER CORP.
      (Designated credit information agency based on the Installment Sales Act)
      • Address: Shinjuku First West Bldg., 1-23-7, Nishi-Shinjuku, Shinjuku-ku, Tokyo 160-8375

      • Phone Number for inquiries:
        0120-810-414 (toll free, in Japanese only)
        *Cannot be called from mobile phones, PHSs, or IP phones
        0570-666-414 (charges apply, in Japanese only)
        *Can be called from mobile phones

    3. Organization responsible for management of acquired and provided personal information
      NTT DOCOMO, INC.
    4. Use of acquired and provided personal credit information of subscriber
      The Member Credit Information Agency with which a subscriber's personal credit information is registered will provide the subscriber's personal credit information to other comprehensive credit purchase brokerage dealers and individual credit purchase brokerage dealers or installment sale dealers.
      The Member Credit Information Agency with which a subscriber's personal credit information is registered will provide the subscriber's personal credit information to other affiliated credit information agencies.
      The Member Credit Information Agency with which a subscriber's personal credit information is registered will provide the subscriber's personal credit information to other comprehensive credit purchase brokerage dealers and individual credit purchase brokerage dealers or installment sale dealers via other affiliated credit information agencies.
    5. Partner Credit Information Agencies that the Member Credit Information Agency (CREDIT INFORMATION CENTER CORP.) has partnerships with are as follows.
      New windowJapan Credit Information Reference Center Corp.
      (Designated credit information agency based on the Money Lending Business Act)
      Address: Sumitomofudosan Ueno Bldg. No.5, 1-10-14 Kitaueno, Taito-ku, Tokyo 110-0014
      Phone Number: 0570-055-955 (charges apply, in Japanese only)
      • For details such as affiliation qualifications and affiliated companies of Japan Credit Information Reference Center Corp., see the company's website noted above.
      New windowJapanese Bankers Association Personal Credit Information Center
      1-3-1 Marunouchi, Chiyoda-ku, Tokyo 100-8216
      Phone Number: 03-3214-5020 (charges apply, in Japanese only)
      • For details such as affiliation qualifications and affiliated companies of Japanese Bankers Association Personal Credit Information Center, see the center's website noted above.
    6. Information acquired and provided and provision period
      Fact that individual credit purchase brokerage contract or installment sale contract was applied for (application information): Period not exceeding six months from the day of acquiring.
      Objective facts of transactions related to individual credit purchase brokerage contract or installment sale contract (credit information): During the contract period and for five years from the day on which the contract expires (if payment has not been made in full, from the day on which the payment is made in full).
      Fact that payments were overdue, etc. (credit information): During the contract period and for five years from the day on which the contract expires (if payment has not been made in full, from the day the payment is made in full). If DOCOMO becomes affiliated with another Member Credit Information Agency during the period that the individual credit purchase brokerage contract or installment sale contract is valid and acquires and/or provides your personal credit information from/to that agency, you will be notified of that in writing to gain your approval.
    7. Disclosure, correction, or deletion of personal credit information acquired and provided from/to Member Credit Information Agencies
      You can make a request to Member Credit Information Agencies for disclosure of your personal information held by Member Credit Information Agencies. Please inquire with Member Credit Information Agencies regarding that.
    8. When individual credit purchase brokerage contracts or installment sale contracts are not concluded
      Even when individual credit purchase brokerage contracts or installment sale contracts are not concluded, DOCOMO will provide factual information related to application, etc. to Member Credit Information Agencies, regardless of the reason for non-conclusion of contracts.
  8. DOCOMO may, in procedures for mobile number portability and number portability (hereinafter referred to as "MNP, etc."), provide personal information such as the name, address, date of birth, and phone number of the customer (limited to that required for procedures pertaining to MNP, etc. for the applicable phone number) to other telecommunications carriers.
  9. DOCOMO may provide a content provider with the age information of the user provided by the subscriber after obtaining the consent of the user, so that the content provider can verify the age of the pertinent user who connects to the site of the content provider via the Internet.
    1. Age information items provided
      Information to verify that the age of the user provided by the subscriber is not below the age specified by the content provider
    2. List of content providers to which information is provided
      LINE Corporation
  10. DOCOMO may provide personal information to third parties such as international telecommunications carriers and i-mode content providers based on contract stipulations and usage regulations etc.
  11. If DOCOMO determines that confirmation is required of the details of a driver's license or other documents verifying the user's identity that are submitted when making a subscription, it may provide personal information of those documents verifying the user's identity to police or other government institutions. The purpose of that confirmation is to prevent crimes such as bank transfer scams by mobile phones illicitly subscribed for using falsified documents such as those for verifying the user's identity.
  12. When DOCOMO sends information, etc. related to providing telecommunications services to the subscription line based on contract stipulations, the personal information listed in ②, ⑤, and ⑨ of section 1 (2) may be provided to the person declared to be the user by the subscriber.
  13. Notwithstanding provisions (1)-(12) above, personal information may be provided to third parties while giving the utmost consideration to the rights and interests of the user, if DOCOMO recognizes that any of the following cases apply:
    1. If the user grants permission;
    2. If laws or regulations apply;
    3. If it is necessary for the protection of a person's life, body, or assets, and receiving consent from the user is difficult;
    4. If it is especially necessary for the improvement of public health or promotion of the sound growth of children, and receiving consent from the user is difficult; or
    5. If cooperation is required to conduct duties stipulated in laws and regulations of government institutions/local authorities or parties entrusted by them, and there is concern that receiving consent from the user may interfere with the conduct of those duties.

3. Disclosure and amendments of personal information etc.

  1. DOCOMO addresses inquiries regarding subscription status for various services, and requests to view or issue itemized billing statements etc. at Customer Support. When an inquiry or request is received, DOCOMO will act to verify that the personal information is that of the user.
  2. If a user requests disclosure of their personal information, DOCOMO will do so without delay. Procedures for disclosure are laid out below. Inquiries regarding procedures are accepted at Customer Support.
    1. Applying (Applications must be sent by post.)
      Once all items indicated on the "Application for Disclosure of Personal Information" (hereinafter referred to in this section as "Application Form") are filled out, the Application Form should be sent to the address below together with documents verifying the user's identity. The Application Form is available from the DOCOMO Information Center, or it can be downloaded from the website. "APPLICATION ENCLOSED" should be written in red ink on the envelope.
      Address:
      Personal Information Disclosure Application Postal Center
      NTT DOCOMO, Inc.
      Urbannet Ikebukuro Building, 9F
      3-16-3 Higashi-ikebukuro, Toshima-ku, Tokyo 170-0013
      (Subcontractor: DOCOMO CS, Inc.)
    2. Verifying the identity of the user
      Please enclose documents designated by DOCOMO for verifying the identity of the user in the envelope.
    3. Verification results
      Results will be sent by Simplified Registered Mail directly to the user (either the user's residence or billing address).
    4. Handling charges for disclosure (in Japan)
      The following handling charges will apply for the disclosure process. A handling charge of ¥400 [excl. tax] will be required for Basic Items on the Application Form per telephone number. For information other than Basic Items (listed under "Other Items" on the Application Form), a handling charge of ¥400 [excl. tax] will apply for each item. Postage for the response (In the case of standard-sized mail up to 25 g: ¥404 [tax included]) is not included and this will be added on top of the handling charge.

      Furthermore, please note that if DOCOMO recognizes that any of the following cases apply, requested personal information may not be fully or partially disclosed. If DOCOMO decides not to disclose the personal information, the user will be notified of the reason in writing. (In that case, payment of handling charges will not be required.)
      • If the address on the Application Form and documents verifying the user's identity differ from the address recorded at DOCOMO, or for some other reason that prevents verification of the user's identity
      • If the specified application documents are incomplete
      • If DOCOMO is not in possession of the requested personal information
      • If there is a risk that disclosure will harm the life, body, assets, or other rights and interests of the user or a third party
      • If there is a possibility that disclosure will cause significant interference with the proper conduct of DOCOMO business
      • If it violates some other law or regulation
  3. If a user requests amendments (amendment, addition, deletion, suspension of usage, or suspension of provision to third parties) to personal information, DOCOMO will investigate without delay. If, as a result, the relevant personal information is found to be inaccurate or it is found that the information has not been managed correctly, DOCOMO will make amendments without delay. (Requests for amendments are received at Customer Support.)
    Please note that even if there is a request for amendments, according to laws and regulations, DOCOMO may not fully or partially amend the requested personal information.
  4. Requests pertaining to (1) through (3) above regarding inbound roaming service and FOMA specified connection contracts or Xi specified connection contracts provided by DOCOMO will be addressed as follows.
    1. Requests regarding inbound roaming service provided by DOCOMO will be addressed by telecommunications carriers having a roaming agreement with DOCOMO.
    2. Requests regarding FOMA specified connection contracts or Xi specified connection contracts provided by DOCOMO will be addressed by the carrier providing service (contracting connection carrier) that was stipulated by the user when applying for a FOMA specified connection contract or Xi specified connection contract.
  5. DOCOMO will address requests to notify the purpose for which personal information is collected at Customer Support.

4. Opting out of direct mailing services

Users who prefer not to receive direct mail and other advertising services may choose to opt out by applying to DOCOMO. Please be aware, however, that the opt-out option does not apply to notices required for business operations, such as confirmation mailings when ordering telecommunications services.
To opt out of direct mailing services, please contact DOCOMO as listed below, or apply at a docomo Shop service counter.

DOCOMO Information Center

From landline phones

0120-005-250

Service available in English, Portuguese, Chinese, and Spanish.
9 a.m. to 8 p.m. (open all year round)

0120-800-000 (in Japanese only)

9 a.m. to 8 p.m. (open all year round)

From DOCOMO mobile phones

151 (toll free, in Japanese only)

9 a.m. to 8 p.m. (open all year round)

  • Communications charges do not apply for calls to numbers starting with 0120.

5. Customer Consultation Center for handling personal information

If you have any thoughts or comments regarding the way DOCOMO manages personal information in Japan, please call the Customer Consulting Office listed below.

Customer Consulting Office, NTT DOCOMO, INC.

0570-073-030 (charges apply, in Japanese only)

10 a.m. to 6 p.m. Monday through Friday (Japan Standard Time; closed Holidays & New Year's Holidays)

6. Qualified personal information protection organization

DOCOMO is a member of Japan Data Communications Association, an authorized organization to protect personal information. Any thoughts or comments regarding the way DOCOMO manages personal information can be sent to the contact below.

New windowTelecommunications Personal Information Protection Promotion Center (in Japanese only)

7. Measures for security and control

DOCOMO complies with the Info-Communications Safety and Reliability Standards (Ministry of Post and Telecommunications Notice No. 73 of 1987) and other standards to prevent unauthorized access and protect the information on the information communications network.

PDFApplication for Disclosure of Personal Information [PDF format: 621KB] (in Japanese only)


  • Unless otherwise specified, all indicated amounts exclude tax.
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