Protecting customers' personal data

Targets and specific measures taken in the fiscal year ended March 31, 2022

In February 2006, JACCS received PrivacyMark certification as a business organization “having established a system that takes appropriate measures to protect personal information.” In March 2022, the Company renewed its PrivacyMark certification for the eighth time.

Based on thorough adherence to its Personal Information Protection Policy, JACCS is committed to further enhancing appropriate protection of customers’ personal information, credit card numbers, and other data.

Privacy Mark 10660038

Results of measures taken in the fiscal year ended March 31, 2022

  1. In the fiscal year ended March 31, 2022, the Company continued to implement training programs on personal information protection covering all employees. Furthermore, a total of 211 JACCS employees passed the qualification test for Managers Handling Personal Information. This qualification is managed by the Japan Consumer Credit Association, which is an Authorized Personal Information Protection Organization recognized by Japanese government agencies.
  2. The Company implemented personal data protection audits covering all departments and organizational units. The content of these audits was updated in response to changes in risk and revisions to relevant laws and regulations.
  3. JACCS conducted checks on all outsourcing contractors that handle personal data to confirm the implementation status of operations. This included requiring contractors to submit answers to a questionnaire from JACCS, as well as conducting interviews and other measures—when deemed necessary—regarding the status of specific initiatives.

Planned measures and improvements during the fiscal year ending March 31, 2023

In the fiscal year ending March 31, 2023, JACCS plans to continue to thoroughly implement its Personal Information Protection Policy, and by doing so the Company aims to further enhance appropriate protection of customers’ personal information, credit card numbers, and other data.

Computer System Security

Targets and specific measures taken in the fiscal year ended March 31, 2022

Information received from customers is centrally managed on JANET―JACCS’ core computer system―and is protected by a sophisticated level of system security.

To maintain and enhance system security on an ongoing basis, JACCS has established an information security management system (ISMS), and has received certification under ISO/IEC 27001, the international standard relating to information security.

With regard to the Company’s core computer system (JANET), Web-based systems, and authorization system, JACCS has received conformity certification under the Payment Card Industry Data Security Standard (PCIDSS), which is an internationally recognized standard relating to credit card information protection. In conjunction with this, JACCS undertakes ongoing measures to maintain system security.

Results of measures taken in the fiscal year ended March 31, 2022

To strengthen security for information received from customers, JACCS implemented a range of measures, including those that further increase the stringency of information handling procedures. JACCS also renewed its certification under ISO/IEC 27001 and PCIDSS.

Planned measures and improvements during the fiscal year ending March 31, 2023

To realize an even greater level of robustness in computer system security, JACCS will continue to advance its ISMS, as the Group strives to enhance the trust placed in it by customers.

Scope of certification
Management of development, maintenance and operation of the following computer systems
  • Core system within credit, credit card and financing operations (JANET)
  • System that provides a range of Internet-based services in conjunction with the core system, for customers, member stores, alliance partners and other parties (Web system)
  • System that performs input/output (I/O) data exchange in conjunction with the core system, with such parties as member stores and alliance partners (IPC system)
Date of certification / date of renewal
March 24, 2006 / March 24, 2021
Certification standard
ISO/IEC27001:2013 / JIS Q 27001:2014
JQA(CERTIFIED MANAGEMENT SYSTEM)JQA-IM0324

Mechanism for Reflecting Customer Feedback in JACCS’ Operations

Targets and specific measures taken in the fiscal year ended March 31, 2022

To reflect customer opinions, requests and inquiries in JACCS’ business operations, JACCS integrates customer feedback into a database. In cases where improvement, corrective action or guidance was necessary, JACCS utilized a system in which either a response or review was undertaken promptly.

The Company aggregated the customer opinions and requests it received―through the customer center and other channels―as well as the results of the Company’s responses, and worked to share this information on a Companywide basis.

Results of measures taken in the fiscal year ended March 31, 2022

Matters raised by customers were addressed on a continuous, Companywide basis to implement improvements and corrective action.

The following are key examples of improvements made during the fiscal year ended March 31, 2022.

  1. Commenced receiving applications via the web for the following procedures: early lump-sum repayment (repayment in full) for shopping credits and auto loans; issuance of various types of documents; and procedures for the release of ownership rights

    From the commencement of this service, it is now possible for customers to carry out these procedures anytime, 24 hours a day, 365 days a year.

  2. Commenced handling enquires regarding specific contracts via email and online chat.

    JACCS has previously accepted general enquires via email and online chat. This change means we have begun handling enquires regarding specific contracts.
    Through the commencement of this service, we are now able to provide information on a customer’s credit usage status. We have also introduced the use of AI chatbots to enable the provision of more satisfactory answers to many of the enquires we receive from customers.

Planned measures and improvements during the fiscal year ending March 31, 2023

In the fiscal year ending March 31, 2023, we will continue to sincerely take on board the feedback and opinions of our customers, while implementing improvements and taking corrective action based on a customer-centric perspective.