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Privacy Policy: Handling of Information Belonging to Customers, Shareholders, etc.
Revised: April 2022
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.”
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 and to provide other products and services, or from publications such as telephone directories and house maps. We will use such information for the purposes set forth below.
*2: Added on March 1, 2022
*3: Added on April 1, 2020
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.
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.
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*4, genders*4, addresses, telephone numbers, and family compositions*4; information on customers’ residences*4; customer identification numbers; Contract number and other customer-specific identification numbers, sales (including leases and rentals) information and installation information and repair history (details and outcomes of repairs, and causes of defects) with respect to energy supply facilities and appliances (including incidental facilities) and alarms, etc (collectively hereinafter, “Gas Appliances, etc.”). ; Details of Contract and usage of products/services associated with us or joint users of Customer Information*4; usage of our website or the websites of joint users*4; the results of various surveys conducted by us or joint users*4; and the history of communications with and visits from us or joint users*4. |
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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 partners*5, 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, manufacturers, sellers, etc. of Gas Appliances, etc., and Daigas Group companies*4 |
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) or proposal of energy equipment and Gas Appliances, etc., repairs of Gas Appliances, etc. within warranty periods and other repairs, the smooth performance of safety operations, Introduction and proposal of products and services associated with the aforementioned, introduction and proposal of Daigas Group products and services*6, and the settlement of debts and credits among joint users generated in relation to the aforementioned products and services, such as energy equipment and/or Gas Appliances, etc. |
The entity responsible for control of Customer Information | Details of Contract and usage of products/services involving joint users, usage of the joint users’ website, 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*4 Information other than the above: Osaka Gas Co., Ltd. |
*4: Added on April 1, 2016
*5: Renamed from Osaka Gas air-conditioning appliance agents
*6: Added on April 1, 2020. The scope of the parties to be used jointly for this purpose shall be Daigas Group companies.
In addition to the above, we will also share some of our customers' information as follows in order to conduct our respective businesses.
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 Information on negawatt trading: amount of electricity generated and sold, amount of demand procured, amount of demand curtailment, baseline Information on capacity market trading: amount of electrical energy received |
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Scope of joint users of Customer Information*7 | Electricity retailers*8, General electricity transmission and distribution utilities*9, Organization for Cross-regional Coordination of Transmission Operators, Japan and Demand control contractor*10 |
Users’ purposes of utilization |
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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 Information on negawatt transactions: Demand control contractor Information on capacity market transactions: Osaka Gas Co., Ltd. |
*7: 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 and demand control contracor.
*8: 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 ※Japanese only: http://www.enecho.meti.go.jp/category/electricity_and_gas/electric/summary/retailers_list/)
*9: General electricity transmission and distribution utilities are the following entities: Hokkaido Electric Power Network Co., Inc.; Tohoku Electric Power Network Co., Inc.; TEPCO Power Grid, Incorporated; Chubu Electric Power Grid Co., Inc.; Hokuriku Electric Power Transmission & Distribution Company; Kansai Transmission and Distribution, Inc.; Chugoku Electric Power Transmission & Distribution Co., Inc.; Shikoku Electric Power Transmission & Distribution Co., Inc.; Kyushu Electric Power Transmission and Distribution Co., Inc.; and The Okinawa Electric Power Company, Incorporated.
*10: Demand control contractor is a business operator that has concluded a demand suppression volume adjustment supply contract with a member that is a general transmission and distribution business operator (including a business operator that has obtained a business operator code before concluding the contract). (For the names and locations of service providers, please refer to the website of the organization for Cross-regional Coordination of Transmission Operators ※Japanese only: https://www.occto.or.jp/privacy/negawatt-jigyousya.html)
*11: “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.
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, Inner pipe construction number*12, 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*13 |
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Scope of joint users of Customer Information*14 | Gas retailers,*15 and general gas pipeline service providers*16 |
Users’ purposes of utilization |
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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) |
*12: Added on July 1, 2018
*13: 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).
*14: 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.
*15: 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*12 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 ※Japanese only: https://www.enecho.meti.go.jp/category/electricity_and_gas/gas/liberalization/retailers_list/)
*16: General gas pipeline service providers are business operators that have obtained a license pursuant to Article 35 of the Gas Business Act*13 (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: ※Japanese only: https://www.gas.or.jp/jigyosya/)
*17: “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.
*18: Pursuant to the provision of paragraph 4 of Article 159 of the Gas Business Act,*12 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.
*19: Added on April 1, 2020
Types of Customer Information to be jointly used | Customer's names, addresses, inner pipe construction numbers, meter information, usages, types of wheeling service contracts, and pre-registration numbers |
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Scope of joint users of Customer Information | Osaka Gas Network Co., Ltd. |
Users’ purposes of utilization | handling claims and debts among joint users that arise in connection with the expansion of wheeling services |
The entity responsible for control of Customer Information | Customer's name and address: Osaka Gas Co., Ltd. Information other than the above: Osaka Gas Network Co., Ltd. |
Types of Customer Information to be jointly used | Basic information (customers' names, ages, genders, addresses, telephone numbers, family compositions, information related to subscribed services), equipment information (information related to customer's residences, electrical appliances, gas appliances, etc.), customer contact information (history or future schedule of communication , history or future schedule of visit , contents of customer's request and our response, customer's use of our website, results of questionnaires, etc.) customer's use of the Company's website, results of questionnaires conducted by the Company, etc.) |
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Scope of joint users of Customer Information | CD Energy Direct Co., Ltd., Tokyu Electricity & Gas Support, and Tokyu Power Supply Co., Ltd. |
Users’ purposes of utilization | To propose, provide, develop, and improve products and services in the Tokyo metropolitan area by the joint users, and to conduct operations incidental thereto. |
The entity responsible for control of Customer Information | Joint users who have obtained the personal information in the first instance |
Types of Customer Information to be jointly used | Basic information (customers’ names, ages, genders, addresses, telephone numbers, family compositions, and Information related to subscribed services) Equipment information (information related to the customers’ residences, electrical appliances, gas appliances, etc.) Customer contact information (history or future schedule of communication , history or future schedule of visit, details of customer requests and our response, customer use of our website, results of questionnaires conducted by us, etc.) |
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Scope of joint users of Customer Information | CD Energy Direct Corporation and Chubu Electric Power Co.,Inc. |
Users’ purposes of utilization |
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The entity responsible for control of Customer Information | Joint users who have obtained the personal information in the first instance |
Types of Customer Information to be jointly used*20 | Customer's names, addresses, service point identification numbers, and dates of completion of inner pipe construction |
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Scope of joint users of Customer Information*14 | Gas retailers *15, general gas pipeline operators*16 |
Users’ purposes of utilization | Conducting activities to reduce the risk of CO poisoning accidents |
The entity responsible for control of Customer Information | Joint users who have obtained the personal information in the first instance |
*20: Information on commercial kitchen facilities and barber/beauty salons that was obtained during the inner pipe construction.
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.
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.
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.)
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 |
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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)*21, we will reply to the customer in writing, by providing electronic records, or by other method which we designate. 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 if any cost arises in order to reply.
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(2)Service Desk |
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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.
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.)
Stock Transfer Agency Business Planning Department
Sumitomo Mitsui Trust Bank, Limited
8-4, Izumi 2-chome, Suginami-ku, Tokyo, 168-0063
(Inquiry by telephone) 0120-782-031 (toll free)
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.
We neither disclose nor provide Individual Numbers or Specific Personal Information to any third party beyond the extent specified by the Number Usage Act.
(1)With respect to the Individual Numbers or Specific Personal Information of shareholders | ||
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As explained in “2. Inquiries regarding disclosure, corrections, etc.” of “III. Shareholders’ Information” above |
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(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. |
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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)*22, we will reply to you by providing electronic records, in writing, or by other method which we designate. 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 if any cost arises in order to reply. More details of the request/inquiry procedure will be explained to you at the time you make a request/inquiry. *22: 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. |
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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://www.osakagas.co.jp/ssl/form/mailshori_en/ |