Adopted: April 1, 2005
Latest revision: March 26, 2019
Emergency Assistance Japan Co., Ltd.
Kiyoshi Kurata, Chief Executive
I. Personal Information Protection Policy
The Company seeks to contribute to comfortable social activities and economic development through the provision of high-quality medical and lifestyle-related assistance services so that customers can live safely, securely, and enjoyably while overseas.
The services that we provide have a high degree of social value and public utility, and the starting point of our business is gaining the trust of our customers.
It is from this perspective that protecting personal information is one of the most important aspects of our business, and we are aware that properly managing and protecting the personal information that we handle in our operations is a major responsibility.
In order to properly protect personal information, we have adopted a personal information protection policy that includes the following matters, and we implement, maintain, and improve that policy.
- In order to comply with applicable laws and regulations, policies adopted by the national government, and other standards concerning personal information handled in all business activities as well as the handling of personal information of employees and others, the Company adopted and properly implements a personal information protection management system that complies with Personal Information Protection Management Systems—Requirements (JIS Q15001).
Also personal data of data subjects who are in the European Economic Area will be operated in compliance with the "General Data Protection Regulations (GDPR)" established by the European Union.
- The Company specifies the purpose of the use of personal information to the extent necessary for the performance of business and properly acquires, uses, and provides personal information. Acquired personal information is used only to the extent of the purpose of its use, and measures are taken to prevent use for any other purpose.
- The Company does not provide acquired personal information to third parties except in cases where the consent of the individual is obtained and in cases pursuant to the laws and regulations.
- In order to properly manage acquired personal information, the Company implements organizational, human, physical, and technological safety countermeasures and takes measures to prevent leaks, loss, and destruction of personal information and to improve personal information protection management systems.
- If the Company receives a complaint or inquiry concerning the handling of personal information, the Company promptly investigates the facts concerning the content and makes a good-faith response within a reasonable period.
- The Company continuously reviews and improves its personal information protection management systems in light of changes in social circumstances and technologies.
II. Handling of Personal Information
Personal Information Protection Manager
1. Acquisition of personal information
The Company acquires personal information to the extent necessary for its operations using lawful and fair means.
In some cases, the Company makes written or auditory records concerning transactions and inquiries.
2. Purpose and use of personal information
The Company uses acquired personal information only for the purposes of use set forth in (2) below, primarily within the extent of its overseas operations set forth in (1) below.
Except when provided by laws and regulations, the Company does not use personal information for any purpose other than the intended purposes and takes necessary measures to ensure this policy.
Further, in the event of any change to the purpose of use, notice of the details is provided to the individuals concerned or public notices are posted on the Company’s website.
(1) Business activities:
- (i) Provision of information concerning medical institutions, reservation services, medical interpretation, emergency transport, and other services to individuals who have become ill or were involved in a disaster or accident (medical assistance services);
- (ii) Provision of information, assistance, and consulting concerning medical and security and other medical and security-related services;
- (iii) Provision of support to obtain medical visas for foreign patients who wish to receive medical treatment in Japan, information concerning treating medical institutions, medical interpretation, medical payment services, and other integrated services (international medical coordination services);
- (iv) Provision of rescue, transport, and other services for disabled vehicles on the road, vehicles involved in accidents, and so on;
- (v) Reservation services for transportation, lodging, dining, events, and so on and concierge services for purchases, telephone reception, and so on;
- (vi) Travel agency services pursuant to the Travel Agency Act and comprehensive consulting services related to travel:
- (vii) Casualty insurance brokerage services; and
- (viii) All operations incidental to those in the preceding items.
(2) Purposes of Use:
- (i) To properly perform the operations set forth above including providing services in response to requests relating to each of the activities set forth above, engaging in communications, billing customers and collecting payments, and responding to inquiries and requests;
- (ii) To notify customers concerning products and services, provide information, conduct questionnaire surveys, and to gather and analyze data relating to the operations set forth above;
- (iii) To appropriately and efficiently perform services outsourced by other businesses;
- (iv) To maintain internal security including access control of facilities;
- (v) To conduct hiring screening for the Company; and
- (vi) To hire and manage employees.
3. Provision of personal information to third parties
Except in the following cases, the Company does not provide personal information to third parties without the individual’s consent:
(1) In cases pursuant to laws and regulations;
(2) In cases when necessary to protect the life, person, or property of a person and obtaining the consent of the individual whom the information concerns is unfeasible;
(3) In cases when necessary to improve public health or for the sound development of children and obtaining the consent of the individual whom the information concerns is unfeasible; and
(4) In cases where it is necessary to cooperate with the performance of duties specified by laws or regulations of a national or local government agency or other body entrusted by a national or local government agency and there is a likelihood that obtaining the consent of the individual whom the information concerns would interfere with the performance of those duties.
4. Entrustment of personal information to third parties
The Company sometimes entrusts personal information to other businesses to the extent necessary to achieve the purposes of use. In these cases, the Company rigorously manages the service provider in accordance with the Act on the Protection of Personal Information and the provisions of the personal information protection management system.
5. Handling of sensitive information
The Company does not acquire, use, or provide to third parties sensitive information such as healthcare status or medical history except when provided by the Act on the Protection of Personal Information or other laws, regulations, or guidelines.
Note: Sensitive information refers to personal information specified in Article 6 of the Guidelines for Personal Information Protection in the Financial Field.
6. Contact information for inquiries concerning personal information
Please submit complaints and inquiries concerning the Company’s handling of personal information to the contact indicated below.
Contact for Inquiries
Customer Consultation Desk
Emergency Assistance Japan Co., Ltd.
Address: NRK Koishikawa Building, 1-21-14 Koishikawa, Bunkyo-ku, Tokyo, Japan 112-0002
Hours: 10:00 a.m. – 4:00 p.m. (excluding Saturdays, Sundays, and holidays)
7. Contact information for authorized personal information protection organization regarding complaints and resolutions
Japan Institute for Promotion of Digital Economy and Community (JIPDEC)
Contact: Personal Information Protection Complaints
Address: Roppongi First Building, 9-9 Roppongi 1-chome, Minato-ku Tokyo, 106-0032
Phone: 03-5860-7565, Toll Free: 0120-700-779
*Note: Above contact is not for information regarding our products or services.
III. Procedures for Disclosure and Correction of Personal Information
The Company will provide notice of the purposes of use, disclose and correct personal information, and terminate use of personal information (referred to as “Disclosure, etc.”) pursuant to requests from individuals and their representatives in accordance with the following procedures and summary.
[Summary of Procedures for Disclosure, etc. Requests]
- Where to submit requests for Disclosure, etc.
Please submit inquiries to the Customer Consultation Desk indicated in II. 6 above.
The Company will send you a Disclosure Application. Please attach the required documentation and mail the application to the Company.
- Documentation to be submitted
(1) Disclosure Application specified by the Company
(2) Personal identification document
- (i) If you are making a request on behalf of yourself
Any of the following documents:
- Original certificate of seal impression registration (with current address and issued within the previous three months)
- Copy of driver’s license, health insurance certificate, passport, or other document issued by a public agency
- (ii) If you are making a request on behalf of another person
In addition to the personal identification documents specified in (i) above, documents confirming the agent’s identity and documents confirming the agency relationship.
[Documents confirming the agent’s identity]Any of the following documents:
- Original certificate of seal impression registration of the agent (with current address and issued within the previous three months)
- Copy of the agent’s driver’s license, health insurance certificate, passport, or other document issued by a public agency
[Documents confirming the agency relationship]Any of the following documents:
- In the case of a legal representative, documents confirming that the person has legal rights of representation
- In the case of representation by entrustment, power of attorney (with the individual’s personal seal affixed)
- (i) If you are making a request on behalf of yourself
After submitting a request, requests for disclosure and notification of the purposes of use require payment of a fee of 800 yen (not including consumption tax) per request. Please remit the fee to the account specified by the Company. The requester must pay the fees associated with the remittance.
- Method of response
After confirming and investigating the contents of the request and confirming payment of the required fees, the Company shall provide a written notice to the person whom the information concerns. Even in the case of request made by a representative, the response shall be provided to the person whom the information concerns except in cases where a request is made by a legal representative.
In cases where responding to a request for Disclosure, etc. would pose a risk of harm to the life, person, property, or other rights and interests of the person whom the information concerns or a third party and in cases where responding would violate laws or regulations, the Company cannot respond to requests for Disclosure, etc., and in such cases, the Company shall provide a response detailing the reasons.