Number of complaints submitted relating to customer privacy
FY 2016 results
FY 2017 results
Tire, MB, and sports products sales departments
Stance and Target
Why is “Customer Privacy” a critical issue to be addressed?
Explanation of the reason and background
The business activities of the Yokohama Rubber Group often involve holding the personal information of customers. We fully recognize the importance of the handling of personal information received from customers, and for this reason we acquire information through appropriate methods, and we use and store such information correctly.
Policies and stance towards handling complaints
At the Yokohama Rubber Co., Ltd. and the Yokohama Rubber Group (hereinafter, the “Company”), the carrying out of activities relating to our business operations frequently involves handling customers’ personal information. Being fully aware of the importance of safeguarding customers’ personal information, we view the taking of appropriate steps to protect personal information as a key responsibility, and we have implemented suitable measures for the protection of all personal information in line with the basic policy outlined below.
- In accordance with the establishment of the Personal Information Protection Act and the Company’s subsequent formulation of relevant compliance provisions, Yokohama works to ensure that all relevant employees are thoroughly aware of the protocol and procedures, and that they handle personal information in a proper manner.
- Yokohama collects and uses personal information only to the extent necessary, after informing or indicating to customers the purpose(s) of use (management of customers’ information, marketing or providing our services, etc.).
- Collected personal information is never provided to third parties unless consent from the respective customers has been given or unless such provision is permitted by law. This excludes cases where such disclosure is required by law, or where disclosure to the Company’s sub-contractors is necessary in order to realize the purpose of use. In cases where personal information is disclosed to a sub-contractor, the Company will implement all necessary supervision to ensure that the sub-contractor takes appropriate measures to safeguard the personal information in question.
- Yokohama is establishing regulations and safety measures to prevent and redress the illegal access, leakage, loss or destruction of personal information received from customers.
- A framework is in place to properly handle personal information through an information administrator and/or information administrative department.
- In the event that customers request that their personal information no longer be displayed, revised or used, or be removed from the database, such customers are requested to contact the personal information contact desk. The requested action will be taken within a reasonable period of time.
- Yokohama strives to accurately address changes in societal norms regarding the handling of personal information, and works to reassess and improve privacy policies and other compliance regulations as necessary.
Vision (attainment goal) / target
The Yokohama Rubber Group will establish a system for the use of personal information received from customers in product development, various notices such as new product introductions, and repairs and after-sales service, while managing this information rigorously to ensure that it doesn't leak outside the company.
Measures for vision achievement
- The department that manages personal information will be clarified for each product.
- Department personnel will be educated on the basics of personal information management.
- The results of activities and other matters will be reported at the Personal Information Protection Management Committee every quarter.
Review of FY 2017 Activities
Meetings of the Personal Information Management Committee were held two times in fiscal 2017. During these meetings, progress reports were made on the revised Personal Information Management Regulations based on the revised Personal Information Protection Act enacted in May 2017. In fiscal 2017, there were no issues concerning the personal information of customers raised as a topic.
In addition, using Workplace Learning, an education system for domestic members, the issue of personal information was covered in the first half of 2017. Topics included types of personal information and how to respond to inquiries from customers.
Issues and Future Improvement Measures
We have raised awareness among employees about personal information relating to Japan’s Individual Number (“My Number,” a unique 12-digit number used for social security and tax purposes) system, and reviewed operations based on revisions to related laws.