Privacy Policy

By bringing safety and comfort through provision of comprehensive assistance services, we build up reliability and satisfaction among our customers, clients, service networks, employees as well as communities, and we are committed to contribute to the development of a prosperous and vibrant society.

In view of importance of personal information(including specific personal information), we, as a call center that provides assistance services with the above-stated management philosophy in mind, fully recognize that it is our imperative social responsibility to establish and provide safety control measures in order to properly protect personal information of people who are involved in our services. Therefore, based on the following policy, we shall strive to thoroughly protect such personal information and do our best to meet people's expectations:

1. Acquisition, Usage, Provision of Personal Information
We consider the details and scale of the services and take sufficient safety control measures, then acquire personal information within the extent necessary for our services through lawful and fair means.
The personal information we acquired shall be used only within the extent necessary for our business operation and to the extent permitted by law, and shall not be used for any other purposes (Prohibition on Unintended Use). To that end, we take the necessary measures and officially announce the purposes of the usage on our web site.
When we need to outsource management or handling of personal information, we supervise the outsourcing contractor to ensure that the proper use of personal information is maintained at the contractor's site.
The personal information we acquired shall not be disclosed or provided to any third party without prior personal consent unless otherwise specified by law.
2. Compliance with Laws and Regulations on Personal Information
We comply with the law on protection of personal information ("Act on the Protection of Personal Information"), the law on social security and tax number system ("Act on the Use of the Numbers to Identify a Specific Individual in the Administrative Procedures"), and other laws, regulations and guidelines issued by the Japanese government, and properly handle personal information including specific personal information.
3. Management of Personal Information
We maintain accuracy and up-to-datedness of personal information and ensure that we manage them safely, while implementing necessary and adequate information security measures in order to prevent loss, falsification, and leakage of such information.
If there are any defects, we swiftly take measures to ensure correction of such defects and to prevent recurrence of them.
4. Enquiries on Personal Information

We stipulate internal regulations to respond to complaints and enquiries on handling of personal information, and adequately handle such complains and enquiries.

Contact: Customer Consultation Room
TEL: 04-2937-7733
(Monday to Friday 9:00 AM to 5:00 PM, except the period of New Year's Holiday)
5. Continuous Improvement of Personal Information Protection Management System
As a target entity of the Accredited Personal Information Protection Organizations, we construct a management system for the protection of personal information, and establish a framework for implementing proper handling and management of personal information to be used for our services, and continuously review and improve the entire system.

Established: April 1, 2005
Last Revised: October 1, 2020
Sumitaka Taira
President & Representative Director
MS&AD GRAND ASSISTNACE Co., Ltd.

Contact number for inquiries about personal information

Contact: Customer Consultation Room
TEL: 04-2937-7733
(Monday to Friday 9:00 AM to 5:00 PM, except the period of New Year's Holiday)

Name of accredited personal information protection organization: JIPDEC (formerly: Japan Information Processing and DEvelopment Center)

Contact information for resolving complaints: Consumer Consultation Services, PrivacyMark Promotion Center
in Roppongi First Building, 1-9-9 Roppongi, Minato-ku, Tokyo 106-0032
TEL: 0120-116-213
(Consumer consultation reception time: 9:30 AM to 12:00 PM, 1:00 PM to 4:30 PM)

Publication of matters related to personal information

Based on the requirements of the JIS Q 15001 Personal Information Protection Management System, we will officially announce the matters related to the personal information to be disclosed.

1. Name of Business Operator

MS&AD GRAND ASSISTANCE Co., Ltd.

2. Chief Information Manager (Personal Information Protection Manager)

Director in charge of the Corporate Quality Promotion Department

3. Purpose of Use of Personal Information

The personal information we use in the course of our business and the purposes for which it is used is as follows:

1) Personal information acquired by us: Personal information subject to disclosure (excluding personal information entrusted to us)

Classification of personal information Purpose of use
Customer information in the travel service business To make arrangements for overseas and domestic travel, various types of transportation, accommodation arrangements, etc.
Information from the person in charge of the business partner and suppliers To communicate with and provide information on the Company's business activities
Specific personal information of business partners (individuals) who receive payment from us for compensation, leased properties, etc. For affairs related to Personal Identification Numbers (limited)
Information on applicants for employment To make a decision on employment, to communicate and notify the results of tests, interviews, and selection, and to provide information on new recruitment and other administrative procedures associated with the recruitment process
Information of our employees (including monitoring camera images, audio recordings, fingerprint characteristics, and medical examination results) For personnel management (history confirmation, personnel evaluation, assignment, attendance management, skill improvement, education, employee ID card production, etc.), for labor management (salary calculation, pension-related, insurance-related, etc.), welfare & Health Affairs, safety management (emergency communication, crime prevention, etc.), for public relations activities (creation of internal newsletters, websites, company brochures, etc.), for response operations (creation of response records, access rights, confirmation of response details, response quality management, information security, shift management, etc.)
Specific personal information of our employees For affairs related to Personal Identification Numbers (limited)
Information on our visitors (including security camera images) For crime prevention and information security

2) Personal information entrusted to us by an outsourcing company as an assistance service provider call center

Classification of personal information Purpose of use
Personal information (including records and audio recordings at the time of response) about users of client companies that are contracting with us To provide assistance services based on the outsourcing agreement, to confirm the content of responses, to improve the quality of responses, and to improve services
  • In order to provide better service to our customers, we will record the details of service requests and inquiries from our customers in writing, voice or electronic form.

4. Request for disclosure, correction, etc.

1) Inquiry desk

Please contact the following Inquiry desk for notification, disclosure, correction, or suspension of use of retained personal data (including specific personal information) based on the Personal Information Protection Law, as well as for complaints, consultations, and requests for disclosure concerning the handling of personal information subject to disclosure.

For inquiries, please contact MS&AD GRAND ASSISTANCE Co., Ltd. Customer Consultation Room
TEL: 04-2937-7733
(Monday to Friday 9:00 AM to 5:00 PM, except the period of New Year's Holiday)

2) Documents required for your request

If you wish to request disclosure, please fill out and submit our prescribed claim form, which will be sent to you. In addition, please submit the following documents to verify the identity of the person making the request.

1. If the claimant is the person in question

An original copy of a seal registration certificate (with your current address, issued within the last three months) or a copy of a certificate issued by a public institution such as a driver's license, health insurance card, or passport

2. If the claimant is a representative, please submit all of the following:
  • Power of Attorney
  • An original copy of your seal registration certificate (with your current address, issued within the last 3 months)
  • One of the following documents proving the identity of an representative (An authenticated copy of a seal registration certificate, a copy of a document issued by a public institution such as a driver's license, health insurance card or passport, a copy of the judgment of commencement of guardianship, a copy of a certificate of registration of adult guardianship, or any other document that verifies the identity of the representative.)

3) Fees

For "Notice of Purpose of Use" and "Request for Disclosure" of personal data in our possession, the claimant shall bear the expenses required for all operations and the costs required for the delivery.

4) Regarding the response

In principle, in the event of a request, we will confirm and investigate the details of the request, and respond in writing to the principal claimant at a later date. In the case of a request by a representative, we will respond to the representative. Please note that we may not be able to respond to all or part of your request if there is a risk of harm to the life, body, property, or other rights and interests of you or a third party by responding to your request for disclosure, etc., or if there is a risk of significant hindrance to the proper conduct of our business, or if it would violate other laws and regulations. In that case, we will respond with the reasons.

5. About Accredited Personal Information Protection Organizations

If a complaint regarding the handling of personal information cannot be resolved between the parties concerned, the following accredited personal information protection organizations may be requested to assist for resolving the complaint.

Name of accredited personal information protection organization: JIPDEC (formerly: Japan Information Processing and DEvelopment Center)

Contact information for resolving complaints: Consumer Consultation Services, PrivacyMark Promotion Center
in Roppongi First Building, 1-9-9 Roppongi, Minato-ku, Tokyo 106-0032
TEL: 0120-116-213
(Consumer consultation reception time: 9:30 AM to 12:00 PM, 1:00 PM to 4:30 PM)

Established: October 1, 2011
Last Revised: October 1, 2020

PrivacyMark

We received PrivacyMark Certification (*)in September 2005.
(Certification number No. 10860273(08))

  • PrivacyMark System: A system to certify organizations that handle personal information appropriately, based on certain criteria, and to allow the use of PrivacyMark. The examination and certification body is JIPDEC (formerly: Japan Information Processing and DEvelopment Center)
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