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Service Information

This section provides information about actual or expected delays of 15 minutes or more for train services.

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Privacy Policy

Tokyo Metro Co., Ltd. (the "Company" from here on) is undertaking the following measures with the purpose of responsibly protecting the personal information we handle (this is the personal information used to identify individuals when necessary).

Compliance with laws and regulations regarding personal information

  1. The Company complies with the applicable laws and guidelines regarding the protection of personal information.

Responsibilities as a business operator handling personal information

  1. The Company only asks for customers' personal information after clarifying the intended uses and explicitly stating whether it plans to provide this personal information to third parties, and then uses this information accordingly.
  2. The Company's use of customers' personal information will be restricted to the range indicated in advance.
  3. The Company, except when required by law, will not provide or disclose customers' personal information to third parties without their express consent.
  4. In case the Company should provide all or part of a customer's personal information or entrust its handling to a third party, the appropriate care shall be taken in the selection of contractors, who will be instructed and directed as to how to manage the personal information according to the Company's regulations.
  5. In case a customer requests disclosure, correction, deletion, etc. of personal information held by the Company, we will respond in accordance with the Law, and within a reasonable time range.

Creation of thorough security measures relating to personal information

  1. The Company is committed to proper management of personal information by taking measures such as placing a personal information supervisor in each department handling personal information.
  2. The Company will manage customers' personal information by establishing the necessary framework to develop unique internal regulations and rules, etc., and by implementing the appropriate safety measures.

Continuous improvement

  1. The Company will seek to continuously improve its handling of personal information through regular review of its policies.

Official Matters Based on the Privacy Act

Below can be found an explanation regarding matters for which the Company is officially obliged by the Act on the Protection of Personal Information (the "Act" from here on) when handling personal information.

1. Name and address of the person handling personal information, and the name of the representative (Article 32, Paragraph 1, No. 1 of the Act)

Akiyoshi Yamamura,
Tokyo Metro Co., Ltd.
3-19-6, Higashiueno, Taito-ku, Tokyo

2.Matters concerning the public disclosure of the intended use of the retrieved personal information (Paragraph 1 of Article 21 of the Act)

The purpose of obtaining personal information in ways outside of writing—directly or indirectly:
In case of obtaining personal information directly from the customer in written form, the Company will communicate the intended use each time. In any other case of obtaining personal information directly or indirectly, the person to whom this information applies will be notified of its intended use when the information is acquired.

3. Procedures for responding to requests for disclosure of retained personal data (Article 32 Paragraph 1 No. 3 and Article 37 of the Act)

The Company stipulates the following procedures for responding to requests for disclosure, purpose-of-use notification, correction, etc., suspension of use, etc., and suspension of provision to third parties of retained personal data (hereinafter "disclosure, etc."), and in the event of a request from an individual or a representative for disclosure, etc. of retained personal data, the Company will take necessary and reasonable actions according to these procedures.

4. Matters related to the reception desk for complaints regarding the handling of personal information (No. 4 of Article 32, Paragraph 1, and Article 40)

Contact information for complaints regarding the handling of personal information
Please direct your complaints regarding the Company's handling of personal information to the contacts below:

Tokyo Metro Co., Ltd.
19-6, Higashi-ueno 3-chome, Taito-ku, Tokyo
110-8614
Compliance Promotion Office, Legal Affairs Division, General Department: 03-3837-7942
(10:00–12:00, 14:00–17:00, except Saturdays, Sundays, national holidays, and the new year holiday season.)

The Intended Use of Personal Information

The Company uses the personal information obtained from its customers for the following purposes.

  • (1)The conclusion of contracts detailing the provision of products and services related to our business activities such as tickets and passes (hereinafter "Products and Services"), and management of the subsequent execution of said contracts
  • (2)Communication necessary for the provision of Products and Services (including when sending product shipping requests to delivery services, etc.)
  • (3)Providing information about Products and Services and information about our other business activities
  • (4)Notifying customers of winning a prize or competition, etc., and handling product shipments (including when sending product shipping requests to delivery services, etc.)
  • (5)Requesting the completion of surveys and collecting feedback in order to develop new Products and Services and improve customer satisfaction, etc.
  • (6)Responding to customer inquiries, feedback, and requests
  • (7)Making contact in case of an emergency, or upon discovery of lost property
  • (8)Ensuring the security of customers and employees (images, etc. obtained from security cameras, etc. installed in stations, trains, etc. will be used for crime prevention and security purposes to the minimum extent necessary. For these purposes, we may also use artificial intelligence to estimate and analyze the sex, age, height, and other characteristics of people pictured in images obtained from security cameras, etc.)
  • (9)Review and development of software, systems, facilities, equipment (including security cameras), etc. for ensuring security
  • (10)Maintenance of facilities, equipment, and devices, and management of their use
  • (11)Conclusion and fulfillment of contracts agreed with business partners, and management of the execution of said contracts
  • (12)The fulfillment of obligations and the exercise of rights based on contracts or laws and regulations, and various associated actions
  • (13)Activities related to cooperation with in neighboring regions
  • (14)Market research and other kinds of research
  • (15)Business analytics
  • (16)Any items associated with the above purposes

In addition, according to the needs of the commissioned work, the obtained personal information may be provided when necessary.

Disclosure Requests Handling Procedures

1. Regarding the requested disclosure of specified retained personal data

When requesting the disclosure of retained personal data, please specify the information required.

If requesting the disclosure of retained personal data related to commuter passes, in order to specify the applicable retained personal data, please input the following information into the billing form for disclosure of personal information (a) under "4. Documents to Be Submitted in Case of Disclosure Request."

  • When the pass was purchased
  • The telephone number registered at the time of purchase
  • The date of birth registered at the time of purchase
  • The route(s) of the pass (departure stations, connecting stations, and arrival stations)
  • The type of pass (magnetic pass or PASMO)
  • *Note: Retained personal data related to commuter passes is limited to commuter passes issued by the Company. Before making a disclosure request, please check the company that issued the commuter pass.

In addition, please note and understand that the personal information denoted from (a) to (c) cannot be disclosed.

  1. (a)Information not included in "Retained Personal Data"
    • Data created by another entity, which the Company is not authorized to disclose
    • The retention (storage) period has expired
  2. (b)Information that cannot be disclosed under the provisions of Article 28, Paragraph 2 of the Act
    • Data, by the disclosure of which, the rights of the individual or a third party might be infringed upon
    • Data, by the disclosure of which, the proper execution of the Company's business can be significantly disturbed
    • Data, the disclosure of which, will be in violation of another law
  3. (c)Data which is not to be disclosed according to another law

2.Scope of disclosure

The subjects of retained personal data to be disclosed are name, address, phone number, email address, sex, age, date of birth, etc.

3.Billing for disclosure

If you would like to make a disclosure request, please send the designated billing form and necessary identification documents to the following address:
*For fees, see "6. Fees and Payment Methods for Disclosures Requests."

[Reception desk for complaints regarding the handling of personal information]


19-6, Higashi-ueno 3-chome, Taito-ku, Tokyo, 110-8614
Compliance Promotion Office, Legal Affairs Division, General Department, Tokyo Metro Co., Ltd.

4.Documents to be submitted in case of disclosure request

If the disclosure request is done by the person in question, download and print the below billing form (a), fill in all the required fields, including a signature by the person in question, enclose along with the identifying documents (b), and send to the "Reception desk for complaints regarding the handling of personal information" address in point 3 above.

  • *Note1: Please understand in advance that billing documents are limited to the prescribed forms of the Company and are not acceptable in any other form.
  • *Note2: Please understand in advance that the various documents sent for the purpose of disclosure request (including the documents for personal identification) will not be returned.
  1. (a)Billing form for disclosure of personal information
  • *Note1: Please understand in advance that if the required fields in the form are not filled, or if there are typographical errors or blurred areas, or the procedures could not be carried out due to some other deficiencies, then you will be notified by the Company to the address provided in the form. After that, in case there is no repeat application within two weeks time (including cases of lack of receipt), then the case will be treated as closed.
  1. (b)Documents for personal identification

Please enclose a photocopy of one of the below documents. Please make sure to include the part with your name and address on the photocopy.

  • Driver's license
  • Passport
  • Any insurance card (the medical record part is not necessary)
  • Basic resident registration card
  • Extract of family register (only the part with name and address is necessary)
  • A copy of resident card (only the part with name and address is necessary)
  • Pension book
  • *Note: If your name or address is different from the name and address registered in the retained personal data due to moving house or changing name, etc., personal identification will not be possible, so please follow the information amendment request procedure along with your disclosure request. In this case, please enclose copies of documents that confirm your change of name/address.

5.In case of disclosure request by a representative

If a disclosure request is made on behalf of the requester by a nominated or legal representative, please enclose the below documents (1) or (2), in addition to the abovementioned 4. (a).

  • (1)In case of a legal representative
  1. (a)In case of a minor's legal representative:
    • One copy of an application form for disclosure by a representative designated by the Company (please download and print)
    • Documents to certify the representative's right as a legal representative:
      A relative of the individual: 1 copy of the resident card, on which the relationship between the two is noted
      In case of a principal guardian of a minor: 1 copy of the resident card, on which the relationship between the two is noted
    • 1 copy of a document to show the representative's right as the minor's legal representative (same as 4.b) above.
  1. (b)In case of legal representative of an adult
    • One copy of an application form for disclosure by a representative designated by the Company (please download and print)
    • 1 copy of the written transcript of the trial, by which the individual is appointed as the principal guardian
    • 1 copy of a document to show the representative's right as the adult's legal representative (same as 4.b) above.
  1. (2)In case of a delegated representative
    • One copy of the Company's specified proxy agreement (download, print and fill it out.)
    • 1 copy of a document to show the representative's right as a delegated representative (same as 4.b) above.

6.Procedures related to the disclosure request and payment method

  1. (1)In the case of disclosure or purpose-of-use notification request
    • Fee: 1000 yen per request (including consumption tax).
    • Payment method: Bank transfer to the account indicated by the Company.
  • *Note1:All fees related to payment, such as transfer fees, will the responsibility of the customer.
  • *Note2:The bank account indicated by the Company will be sent separately to the person applying once the request has been received. Please pay fees within two weeks of guidance being sent (or until the next business day if the due date falls on a holiday for financial institutions) (details of the due date will be provided along with the rest of the guidance).
  • *Note3:If the postage fee, etc., changes, please note that the fee incurred by your disclosure or purpose-of-use notification request may also change.
  • *Note4:If you do not enclose the full required fee, the Company will inform you as such and ask that you provide the correct amount within two weeks of your request (or until the next business day if the due date falls on a financial institution holiday). If payment is not made during that period (or has not arrived by the deadline), it will be treated as though no disclosure or purpose-of-use notification request was made.
  • *Note5:Fees paid are not refundable under any circumstances.
  1. (2)Requests for correction, etc., suspension of use, etc. or suspension of provision to third parties
    • There is no fee for requests for correction, etc., suspension of use, etc. or suspension of provision to third parties of the specified retained personal data.
  • *Note: Please note that all expenses related to disclosure requests, including printing, copying, acquisition of identification documents, postage fees, etc., are the responsibility of the person making the request.

7.Method of responding to disclosure, etc. requests

In the case of a disclosure or purpose-of-use notification request, the Company will generally notify you using your preferred method (if no preferred method is specified, it will be sent by mail to the address specified in the request form under 4 (a)).

  • *Note1: Please note that it normally takes around two weeks to respond to requests. It may also take longer if the request form is not filled out correctly.
  • *Note2: Please note that aside from cases where it is the fault of the Company, we cannot accept any responsibility for issues regarding postage.

8.Intended use of the personal information obtained connected with disclosure requests

Obtained personal information related to disclosure requests is used only to the extent required for disclosure requests.
The identification documents submitted by the individual are disposed of in an appropriate manner and without delay as soon as notification about the disclosure request has been made.

9.Non-disclosure

In the event that the Company is unable to carry out the disclosure, etc., the requester will be notified of the reason.

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When you register personal information on this site, we use SSL (Secure Sockets Layer) data encryption technology as a network security measure.

By using a browser which supports these security features, the personal information, such as name, address, or phone number, etc., is automatically encrypted when sent, so there is no chance that any personal information could be stolen even if intercepted by a third party.

If your browser does not support SSL, then it is possible that you cannot access our website, or cannot enter information in the online forms.