Privacy Policy: Handling of Information Belonging to Customers, Shareholders, etc.

Revised: March 2018
Osaka Gas Co., Ltd.

We would like to inform you of our policy on the handling of information that pertains to our customers, shareholders and others, as described below. We will strive to protect the information of our customers, shareholders and others appropriately in accordance with this policy, and appreciate your understanding and cooperation in this matter.

In order for our customers to use our gas and other products and services safely and with peace of mind, for us to conduct our businesses smoothly, for our shareholders to exercise their rights in an efficient manner, and for the implementation of the operations prescribed in applicable laws including the Companies Act, we collect and use the information of our customers, shareholders and others, including their names, addresses, telephone numbers, email addresses, etc. (collectively hereinafter referred to as “Personal Information”), and their Individual Numbers(*1) (collectively hereinafter, “Personal Information, etc.”), in the course of business.
　*1: An “Individual Number” is a number assigned to each individual person to identify him/her, pursuant to the Act on the Use of Numbers to Identify a Specific Individual in Administrative Procedures (hereinafter, the “Number Usage Act”). Furthermore, personal information containing any Individual Number is called “Specific Personal Information.”

1. (1)We will treat Personal Information, etc. appropriately in compliance with the Act on the Protection of Personal Information, the Number Usage Act, and other relevant laws and regulations. We will also strive to improve the handling of Personal Information as necessary.
2. (2)We will clarify our rules on the handling of Personal Information, etc. and fully disseminate them to our employees. In addition, we will request that our business partners, etc. treat Personal Information, etc., appropriately as well.
3. (3)When collecting Personal Information, etc., we will specify the purpose of utilization, notify or publish it, and treat said Personal Information, etc., in accordance with such purpose. Furthermore, we will not treat Personal Information, etc., in ways that violate the Antimonopoly Act, for example, by taking advantage of Personal Information, etc., to exclude other enterprises and, as a result, impede fair trade or other principles, even when we use Personal Information, etc., within the scope of the purpose of utilization.
4. (4)We will control Personal Information, etc., appropriately by implementing necessary measures to prevent leakage, loss, falsification, etc.
5. (5)We will accept and sincerely respond to a request made to our service desk by a person whose Personal Information, etc., is held by us for the disclosure, amendment, deletion or suspension of use of his/her Personal Information, etc.
6. (6)We will also treat the information of our corporate or other institutional customers and shareholders appropriately in accordance with our policy described above and in compliance with the relevant laws and regulations, with due consideration to the purpose of utilization, public nature and other aspects of such information.

1. Purpose of utilization

We acquire our customers’ information, including customers’ names, addresses and telephone numbers (excluding Individual Numbers and Specific Personal Information) (collectively hereinafter, “Customer Information”), directly or via our contractors, etc., when we receive various applications or conduct safety inspections, sales of appliances or installation work in order to supply various types of energy including gas, electricity and heat, or from publications such as telephone directories and house maps. We will use such information for the purposes set forth below.

1. (1)Energy supply and the facilitation of its expansion
2. (2)Installation work of energy supply facilities
3. (3)Safety operations including repair, replacement and inspection of energy supply facilities and energy appliances (for kitchens, water heaters, air-conditioners, etc.)
4. (4)Provision of services relating to the energy supply business including automated leakage/fire alarm systems and remote supply shutoff systems
5. (5)Sale (including leasing, rental, etc.), installation, repair and inspection, product development and after-sales services of appliances including energy appliances and alarm systems, and housing equipment
6. (6)Public notices, advertisements, surveys and data accumulation/analysis, and research and development of services and products relating to the businesses described above
7. (7)Implementation of other business activities incidental to (1) to (6) above

In order to conduct the businesses described above smoothly, we may entrust some part of our business operations to financial institutions, credit card companies, convenience stores, collection agencies, information processing companies, other business partners (servicing shops, construction companies and others), and Daigas Group companies. When we entrust our operations to these contractors, we may disclose Customer Information to them to the extent necessary. In such cases, we will exercise appropriate supervision over such companies, for example, by executing agreements with them pertaining to the handling of Customer Information, etc.

2.Disclosure/provision to a third party

We neither disclose nor provide Customer Information to any third party except in the cases stated in “1. Purpose of utilization” or any of the following cases.

1. (1)Cases in which the customer gives consent
2. (2)Cases in which disclosure or provision is required by laws or regulations
3. (3)Cases in which the provision of Customer Information is necessary for the protection of the life, body or property of an individual, and in which it is difficult to obtain the consent of the customer
4. (4)Cases in which the provision of Customer Information is especially necessary for improving public health or promoting the sound growth of children, and in which it is difficult to obtain the consent of the customer
5. (5)Cases in which it is necessary to cooperate with the national government or local public entities in their performance of public affairs through our provision of Customer Information, and in which obtaining the consent of the customer is likely to impede the execution of such affairs
6. (6)Cases in which Customer Information is provided to the parties listed in Section 3 below

3.Joint Use

We will jointly use part of Customer Information with certain parties as set forth below.

Types of Customer Information to be jointly used	Customers’ names, ages,*2 genders,*2 addresses, telephone numbers, and family compositions*2; information on customers’ residences*2; customer identification numbers; sales (including leases and rentals) and installation information and repair history (details and outcomes of repairs, and causes of defects) with respect to supply facilities, gas appliances (including incidental facilities) and alarms (collectively hereinafter, “Gas Appliances, etc.”); contractual details with respect to their electricity retail supply contracts or electricity receipt contracts (collectively hereinafter, “Contracts for Retail Supply, etc.”)*2; usage of services/devices associated with us or joint users of Customer Information*2; usage of our website or the websites of joint users*2; the results of various surveys conducted by us or joint users*2; and the history of communications with and visits from us or joint users.*2
Scope of joint users of Customer Information	Osaka Gas service shops, Osaka Gas bath equipment shops, Osaka Gas housing eqiupment dealers, Osaka Gas air-conditioning appliances dealers, Osaka Gas air-conditioning appliance stores, Osaka Gas air-conditioning appliance agents, Osaka Gas business appliance and facility stores, Osaka Gas business air-conditioning appliance maintenance service companies, Osaka Gas gas engine heat pump air-conditioner dealers, Osaka Gas maintenance service companies, business partners for gas development businesses, Osaka Gas outer piping work companies, Osaka Gas inner piping work companies, manufacturers, sellers, etc. of Gas Appliances, etc., and Daigas Group companies*2
Users’ purposes of utilization	Collection of information for the purpose of improving the safety and quality of Gas Appliances, etc., the sale (including leases and rentals) of energy equipment and Gas Appliances, etc., repairs of Gas Appliances, etc. within warranty periods and other repairs, the smooth performance of safety operations, and the settlement of debts and credits among joint users generated in relation to energy equipment and/or Gas Appliances, etc.
The entity responsible for control of Customer Information	Customers’ usage of services and/or appliances involving joint users, the results of various surveys conducted by joint users, and the history of communications with and visits from joint users: the joint users that primarily obtain the relevant Personal Information*2 Information other than the above: Osaka Gas Co., Ltd.

*2: Applicable to Personal Information that is newly obtained on or after April 1, 2016, and that is subject to joint use

In addition to the aforementioned information, we will jointly use part of Customer Information obtained on or after January 1, 2016 for the purpose of our electricity retail business commenced from April 1, 2016.

Types of Customer Information to be jointly used	Basic information: customers’ names, addresses, telephone numbers, and contract numbers for their Contracts for Retail Supply, etc. (including contracts for supply to isolated islands and those for last resort services) Information concerning service points (at which electricity is received): such details of general electricity transmission and distribution utilities, which execute contracts for wheeling services or power generation quantity adjustment services (collectively hereinafter, “Contracts for Wheeling Services, etc.”), as their service areas, targets covered by the general provisions for isolated island services, service (electricity receipt) point identification numbers, contractual amounts under wheeling service contracts, upper limits of electric current, electricity connecting transmission service menus, power factors, supply methods, methods of decision-making under wheeling service contracts, meter information, lead-in pole numbers, the availability of grid interconnection equipment, dates of changes made in wheeling service contracts, meter inspection dates, contractual statuses, and methods of business abolition
Scope of joint users of Customer Information(*3)	Electricity retailers,(*4) general electricity transmission and distribution utilities,(*5) and organizations promoting wide-area electricity business operations
Users’ purposes of utilization	●The execution, amendment and termination of Contracts for Wheeling Services, etc. ●Intermediary service to terminate Contracts for Retail Supply, etc. (including contracts for supply to isolated islands and those for last resort services)(*6) ●Confirmation of information on service (electricity receipt) points ●Meter-reading for electrical energy measurement, the maintenance, check and replacement of facilities, inspections of facilities in the event of power failure, disasters, etc., and the execution of other operations of general electricity transmission and distribution utilities in accordance with Contracts for Wheeling Services, etc.
The entity responsible for control of Customer Information	Basic information: electricity retailers that have executed Contracts for Retail Supply, etc. (and general electricity transmission and distribution utilities in relation to the basic information of consumers receiving supply to isolated islands or last resort services) Information concerning service (electricity receipt) points: general electricity transmission and distribution utilities whose service areas cover relevant service (electricity receipt) points

*3: We jointly use the Personal Information of customers only with business operators whose involvement is necessary to accomplish the purposes of joint use; therefore this does not necessarily mean that we jointly use such Personal Information among all electricity retailers and general electricity transmission and distribution utilities.

*4: Electricity retailers are business operators to which none of the grounds for refusal of registration under paragraph 1 of Article 2-5 of the Electricity Business Act (Act No. 170 of July 11, 1964) applies, and which are registered as electricity retailers by the Minister of Economy, Trade and Industry (including business operators deemed to be registered as electricity retailers pursuant to the Supplementary Provisions of the Act for Partial Revision of the Electricity Business Act, etc. [Act No. 72 of 2014]). (For the names, locations, etc. of such business operators, please visit the following website of the Agency for Natural Resources and Energy:
http://www.enecho.meti.go.jp/category/electricity_and_gas/electric/summary/retailers_list/)

*5: General electricity transmission and distribution utilities are the following entities: Hokkaido Electric Power Co., Inc.; Tohoku Electric Power Co., Inc.; TEPCO Power Grid, Incorporated; Chubu Electric Power Co., Inc.; Hokuriku Electric Power Company; The Kansai Electric Power Company, Incorporated; The Chugoku Electric Power Co., Inc.; Shikoku Electric Power Co., Inc.; Kyushu Electric Power Co., Inc.; and The Okinawa Electric Power Company, Incorporated.

*6: “Intermediary service to terminate Contracts for Retail Supply, etc. (including contracts for supply to isolated islands and those for last resort services)” means that a business operator that has received a request for the execution of a new Contract for Retail Supply, etc. (including a contract for supply to an isolated island or for a last resort service) from a customer implements procedures for terminating the existing Contract for Retail Supply, etc. (or the existing contract for supply to an isolated island or for a last resort service) between the customer and the current business operator on behalf of the customer.

Furthermore, with the liberalization of gas retail business commencing from April 1, 2017, we jointly use part of Customer Information from January 1, 2017, as explained below, in addition to the aforesaid joint use.

Types of Customer Information to be jointly used	Basic information: customers’ names, addresses, telephone numbers, and contract numbers for their retail supply contracts Information concerning service points: service point identification numbers, meter information, the availability of load measuring instruments, information on gas meter valve locations, information on meter inspection, supply pressure, information on changes made in gas transportation service contracts, and information on buildings Information on the safety of Gas Appliances, etc. associated with service points: information concerning the notification prescribed in paragraph 4 of Article 159 of the Gas Business Act(*7)
Scope of joint users of Customer Information(*8)	Gas retailers,(*9) and general gas pipeline service providers(*10)
Users’ purposes of utilization	●The execution, amendment and termination of gas transportation service contracts ●Intermediary service to terminate retail supply contracts (including contracts for last resort services),(*11) and the provision of information on the safety of Gas Appliances, etc. following the switching of suppliers ●Confirmation of information on service points ●Meter inspection for measuring the gas volume used, the maintenance, check and replacement of facilities, emergency responses to gas leakage, etc., and the execution of other operations of general gas pipeline service providers in accordance with gas transportation service contracts ●Notification of gas appliance investigation results(*12)
The entity responsible for control of Customer Information	Basic information: gas retailers that have executed retail supply contracts (also, in relation to the basic information of consumers receiving last resort services, general gas pipeline service providers whose service areas cover the relevant service points) Information concerning service points: general gas pipeline service providers whose service areas cover relevant service points (including service points associated with the specified gas pipeline service business conducted by general gas pipeline service providers) Information concerning the safety of Gas Appliances, etc. associated with service points: gas retailers that have executed retail supply contracts (also, in relation to information on consumers receiving last resort services, the general gas pipeline service providers whose service areas cover the relevant service points)

*7: The Gas Business Act means the Gas Business Act (Act No. 51 of March 31, 1954) amended pursuant to Article 5 of the Supplementary Provisions of the Act for Partial Revision, etc. of the Electricity Business Act, etc. (Act No. 47 of June 24, 2015).

*8: We jointly use the Personal Information of customers, for each item of information, only with business operators whose involvement is necessary to accomplish the purposes of joint use.

*9: Gas retailers are business operators to which none of the grounds for refusal of registration under paragraph 1 of Article 6 of the Gas Business Act(*7) applies, and which are registered as gas retailers by the Minister of Economy, Trade and Industry (including business operators deemed to be registered as gas retailers pursuant to the Supplementary Provisions of the Act for Partial Revision, etc. of the Electricity Business Act, etc. [Act No. 47 of June 24, 2015]). (For the names, locations, etc. of such business operators, please visit the following website of the Agency for Natural Resources and Energy:
http://www.enecho.meti.go.jp/category/electricity_and_gas/gas/liberalization/entry/pdf/gas_retailers_list.pdf)

*10: General gas pipeline service providers are business operators that have obtained a license pursuant to Article 35 of the Gas Business Act(*7) (including business operators deemed to have obtained a license to operate as a general gas pipeline service provider pursuant to the Supplementary Provisions of the Act for Partial Revision, etc. of the Electricity Business Act, etc. [Act No. 47 of June 24, 2015]). (For the names, locations, etc. of such business operators, please visit the following website of the Japan Gas Association:http://www.gas.or.jp/en/companies/)

*11: “Intermediary service to terminate retail supply contracts” means that a business operator that has received a request for the execution of a new retail supply contract from a customer implements procedures for terminating the existing retail supply contract between the customer and the current business operator on behalf of the customer.

*12: Pursuant to the provision of paragraph 4 of Article 159 of the Gas Business Act,(*7) gas retailers notify gas appliance investigation results to general gas pipeline service providers that engage in transportation services of gas used for gas retail businesses.

4.Disclosure

When a customer requests that we disclose his/her own Customer Information held by us, we will confirm that the person making the request is in fact the customer concerned and then fulfill the request within a reasonable time period and to a reasonable extent.

5.Corrections, etc.

When a customer requests that we make corrections or additions to, or deletions of certain details of, his/her own Customer Information held by us, we will confirm that the person making the request is in fact the customer concerned and then make the requested corrections, additions or deletions within a reasonable time period and to a reasonable extent if the original details of such information do not correctly reflect the facts.

6.Suspension of use and deletion

When a customer requests that we suspend our use of his/her own Customer Information held by us or to have such information deleted, we will confirm that the person making the request is in fact the customer concerned and then suspend our use of, or delete, such information within a reasonable time period and to a reasonable extent.

If the suspension of our use or deletion of part or all of such information has been implemented, we may not be able to continue to provide services as wished by the customer, despite our intention to do so. Therefore, we ask for our customers’ understanding and cooperation on this matter. (Please note that requests for the suspension of use or deletion of certain information held by us under relevant laws and regulations may not be accepted.)

7.Procedure and contact for making requests for disclosure and other matters

A customer can make a request for disclosure and other matters concerning his/her Customer Information (as set forth in 4., 5., and 6. above) held by us, or make an inquiry regarding our handling of Customer Information in accordance with the following procedure. Please be advised that a request for disclosure or other matters not in line with the procedure may not be accepted.

(1)Request/Inquiry Procedure
Please contact the designated service desk below by telephone, mail or email. After we confirm that the person making the request is in fact the customer (or his/her proxy),* we will reply to the customer in writing or by another method deemed appropriate by the customer and us. Depending on the nature of the request/inquiry, we may ask the customer to submit a written request form designated by us. Please note that for some requests it may take a certain number of days before we can respond. The customer will be required to pay our standard handling charge to receive our reply in writing. More details of the request/inquiry procedure will be explained at the time the customer makes a request/inquiry. 　*When a customer makes a request/inquiry, his/her identity will be confirmed by the measures set forth below: 　　 ●Verification of his/her information registered with us such as his/her name, address, telephone number, customer identification number, and bank account number for the payment of charges. ●Callback to his/her telephone number registered with us. ●Reference to his/her identification documents such as his/her driver’s license, passport, individual number card (the front of the card), basic resident registration card, health insurance card, or certification of seal impression 　　 When a request is made by a proxy representing the customer, confirmation will be made by receipt of a power of attorney granted by the customer with a certificate of a seal impression for the seal affixed thereto, and by making a telephone call to the customer in person, or taking other measures.
(2)Service Desk
Telephone: Dedicated toll-free number: 0120-011480 Service Hours:9:00–17:30 (Weekdays [closed on Saturdays, Sundays, National Holidays, May 1 and the period from December 29 to January 4]) By mail: To: Customer Information Desk, Osaka Gas Co., Ltd. 1-2, Hirano-machi 4-chome, Chuo-ku, Osaka-shi, 541-0046 By email: Please make your request/inquiry from our website:https://cgi.osakagas.co.jp/cgi-bin/ssl/mailshori.cgi Attention: To unfailingly verify the identity of customers, we may confirm with them information only known to them (as set forth in 7. (1)* above) when they make an inquiry by telephone. Please have materials indicating information on your gas bill payment method close at hand when you make an inquiry by telephone. Examples: a bank book or a bank cash card of the account from which the payments are made, or receipts for past gas bills paid

1.Purposes of utilization

We obtain information from our shareholders, which includes shareholders’ names, addresses, registered seals and telephone numbers (excluding Individual Numbers and Specific Personal Information) (collectively hereinafter, “Shareholder Information”), and use such information to ensure shareholders’ smooth exercise of their rights, and our performance of the duties set forth in the Companies Act and other relevant laws and regulations. We will use the Shareholder Information for the purposes set forth below.

1. (1)To respond to the exercise of rights by shareholders, etc. pursuant to the Companies Act and other relevant laws and regulations, and to fulfill our obligations
2. (2)To provide information on our and our group’s business activities as reference for shareholders’ exercise of their rights
3. (3)To compile data and process statistics incidental or related to (1) and (2) above

2.Inquiries regarding disclosure, corrections, etc.

We will process various inquiries regarding Shareholder Information in the following manner. (Requests for the suspension of use or deletion of certain Shareholder Information provided by shareholders under relevant laws and regulations may not be accepted. Please be advised that, depending on the nature of the request, we may ask you to submit such documents as a change request form.)

1. (1)If you have our company’s stock in your account at a securities company, etc.
   Please direct your inquiry to your account management institution, such as the securities company that manages the stock for you.
2. (2)If you have our company’s stock in a special account
   In the case where you did not deposit your share certificates in the Japan Securities Depository Center, Inc. (Hofuri) through your securities company, etc. by the date of the computerization of stock certificates (January 5, 2009), and if you have not subsequently completed the procedures for transferring such share certificates to an ordinary account, your stock is managed in a special account. In this case, please contact the Stock Transfer Agency Business Planning Department of Sumitomo Mitsui Trust Bank, Limited, which is the special account management institution for our stock.

1. Purposes of utilization

We obtain Individual Numbers and Specific Personal Information in order to perform our duties prescribed in the Number Usage Act and for the following purposes.

1. (1)Office work for the preparation and submission of payment records, etc. concerning the distribution of dividends and surpluses and the payment of interest on funds, in relation to shareholders to whom we have paid dividends, etc.
2. (2)Office work for the preparation and submission of payment records, etc. concerning consideration, etc. paid for the transfer of stock, etc., in relation to shareholders who have requested that we purchase their fractional shares
3. (3)Office work for the preparation and submission of payment records concerning our payment of remuneration, fees, contract money or awards to lecturers, lawyers, tax accountants, labor and social security attorneys, etc.
4. (4)Office work for the preparation and submission of payment records concerning the payment of real property usage fees, etc., in relation to real property lessors to whom we have paid rents, etc.
5. (5)Office work for the preparation and submission of payment records concerning our payments in consideration of real properties, etc. to the transferors of such real properties, etc.
6. (6)Office work for the preparation and submission of payment records concerning our payment of mediation fees to parties who have served as mediators in our sale, purchase or lease of real properties, etc.
7. (7)Any other purpose prescribed in the Number Usage Act.

2. Disclosure and provision to a third party

We neither disclose nor provide Individual Numbers or Specific Personal Information to any third party beyond the extent specified by the Number Usage Act.

3. Inquiries regarding disclosure of one’s own Individual Number or Specific Personal Information, and corrections, suspension of use, deletions, etc.

(1)With respect to the Individual Numbers or Specific Personal Information of shareholders
As explained in “2. Inquiries regarding disclosure, corrections, etc.” of “III. Shareholders’ Information” above
(2)With respect to Individual Numbers and Specific Personal Information other than those under (1)
(a)Disclosure If you request that we disclose your own Individual Number or Specific Personal Information held by us, we will confirm that the person making the request is in fact you, and then fulfill your request within a reasonable time period and to a reasonable extent. (b)Corrections, etc. If you request that we make corrections or additions to, or deletions of certain details of, your own information held by us pertaining to your Individual Number or Specific Personal Information, we will confirm that the person making the request is in fact you, and then make the requested corrections, additions or deletions within a reasonable time period and to a reasonable extent if the original details of such information do not correctly reflect the facts. (c)Suspension of use and deletion If you request that we suspend our use of your own information held by us pertaining to your Individual Number or Specific Personal Information, or to have such information deleted, we will confirm that the person making the request is in fact you, and then suspend our use of, or delete, such information within a reasonable time period and to a reasonable extent. If the suspension of our use or deletion of part or all of such information has been implemented, we may not be able to continue to provide services as wished by you, despite our intention to do so. Therefore, we ask for your understanding and cooperation on this matter. (Please note that requests for the suspension of use or deletion of certain information held by us under relevant laws and regulations may not be accepted.) (d)Procedure and contact for making requests for disclosure and other matters You can make a request for disclosure and other matters concerning your Individual Number or Specific Personal Information (as set forth in (a), (b), and (c) above) held by us, or make an inquiry regarding our handling of Individual Numbers or Specific Personal Information in accordance with the following procedure. Please be advised that a request for disclosure or other matters not in line with the procedure may not be accepted.
	i)	Request/Inquiry Procedure Please contact the designated service desk below by telephone, mail or email. After we confirm that the person making the request is in fact you (or your proxy),* we will reply to you in writing or by another method deemed appropriate by you (or your proxy) and us. Depending on the nature of your request, we may ask you to submit a written request form designated by us. Please note that for some requests it may take a certain number of days before we can respond. You will be required to pay our standard handling charge to receive our reply in writing. More details of the request/inquiry procedure will be explained to you at the time you make a request/inquiry. *When you make a request/ inquiry, your identity will be confirmed by the measure set forth below. Reference to your identification documents such as your driver’s license, passport, individual number card (the front of the card), basic resident registration card, health insurance card, or certification of a seal impression When a request is made by a proxy representing you, confirmation will be made by receipt of a power of attorney granted by you with a certificate of a seal impression for the seal affixed thereto, and by making a telephone call to you in person, or taking other measures.
	ii)	Service Desk (Telephone) Dedicated toll-free number: 0120-011480 Service Hours: 9:00–17:30 (Weekdays [closed on Saturdays, Sundays, National Holidays, May 1 and the period from December 29 to January 4]) (By mail) To: Individual Numbers and Specific Personal Information Desk Osaka Gas Co., Ltd. 1-2, Hirano-machi 4-chome, Chuo-ku, Osaka-shi, 541-0046 (By email) Please make your request/inquiry from our website: https://cgi.osakagas.co.jp/cgi-bin/ssl/mailshori.cgi