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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 of the entity handling personal information (No. 1 of Article 27, Paragraph 1)

Tokyo Metro Co., Ltd.

2.Matters concerning the public disclosure of the intended use of the retrieved personal information (Paragraph 1 of Article 18 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 27 Paragraph 1 No. 3 and Article 32 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 27, Paragraph 1, and Article 35)

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.

Railroad operations and related businesses (real estate projects, commercial tenant projects, IT projects)

  • (1)The execution and issuance of contracts, including the provision of railroad products and services such as regular and commuter tickets, as well as post-contract management.
  • (2)The execution and issuance of contracts, including the provision of services, as well as post-contract management.
  • (3)The necessary communication for the provision of railroad products and services (including cases of requesting the delivery of products by courier services).
  • (4)The necessary communication for the provision of products and services (including cases of requesting the delivery of products by courier services).
  • (5)Responding to inquiries, requests and feedback from customers.
  • (6)Prizes such as sweepstakes and material gifts, notice of adoption or product dispatch (including cases of requesting the delivery of products by courier services).
  • (7)The execution and issuance of contracts with clients, as well as post-contract management.
  • (8)Market research and other types of research
  • (9)Business analysis

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

A List of the Main Forms of Personal Data Retained by the Company

Railroad operations

  • Commuter pass purchase forms
  • Supporting documents needed to obtain the various kinds of discount fares
  • School certificates for student discount
  • Group ride application forms
  • Application documents for commuter passes and Passnet cards (in case of loss or re-issue)
  • Relevant documents required in case of using the lost item retrieval system
  • Medical crisis records, etc.; records pertaining to railroad operations
  • Records of opinions and requests received from customers
  • A list of contracts and other documents related to construction work
  • Records of construction and materials suppliers
  • Complete set of contracts and other related documentation pertaining to fixed asset management

Related businesses (real estate projects, commercial tenant projects, IT projects)

Contracts and other related documentation

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
    • Data scheduled to be deleted completely within 6 months
  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 request for disclosure, etc., please send an envelope containing the designated billing form, necessary identification documents and fee (postage stamps equal to 680 yen, in the case of a disclosure or purpose-of-use notification request only) to the following address:

[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 following billing form (a), fill in all the required fields, including a signature and seal, 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 the Company's specified application form (download, print and fill it out.)
    • 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 the Company's specified application form (download, print and fill it out.)<
    • 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: 680 yen per request (tax included)
    • Payment method: Enclose postage stamps equal to 680 yen with the request form.
  • *Note1:Breakdown (reference): Postage fee 140 yen + registration fee 435 yen + limited reception fee 105 yen
    If the postage fee, etc. changes, please note that the fee incurred by your disclosure or purpose-of-use notification request will also change.
  • *Note2:Please note that aside from cases where it is the Company's fault, we cannot accept any responsibility for issues regarding postage.
  • *Note3:If you do not enclose the required fee, the Company will contact you and ask that you provide the correct amount within 30 days of your request. 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.
  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 respond to you in writing by post at the address specified in the request form under 4 (a).

  • *Note: 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.

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 requestor will be notified of the reason. The fee will not be returned.

The Handling of Personal Information on this Site

Regarding cookies

This site uses cookies occasionally. Cookies are an important feature of the used browser, which are utilized by many websites as standard Web technology.
Cookies are used to improve the customer experience in a way which does not violate one's privacy.
It is possible to disable cookies through the settings of the used browser, but in such case some or all of the services of the website might become unusable.

Cookie policy

Regarding access history

Information pertaining to access to this site is saved as access history. In principle, this data is used for analytical purposes of the usage conditions and statistics for this site.
Web beacons may be used to obtain statistical information. The Company does not collect personal information via the web beacons, but in case of privacy concerns, the customer can refuse web beacons by limiting the browser settings on receiving cookies.
(Web beacons ("Clear GIF") are a technology which uses cookies to grasp the access status from the customer's computer, and thus can collect usage and other statistics regarding a specified web page).

Also, please note that, if required, the access history of the website might be disclosed to administrative agencies granted the appropriate legal proceedings are in place.

About security

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.