Relationships with Customers - CSR

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The NTT Group, Always Listening to Customers, is Continually Striving to Provide the Best Telecommunications Services.

At the NTT group of companies, customers may enquire about various services, including telephone services or fault assistance or give suggestions for the improvement of our services at a "Customer Assistance Centre" or by contacting us through our web site or email.

Also, structures have been established to answer customer queries. For example, NTT East's "Smile Committee" and the NTT West's "Customer First Activities Working Group" which are internally inter-connected systems have been established and designed to enhance the ability of branch and main offices to share information and customer suggestions to implement improvements in company operations. NTT DoCoMo, too, gives due consideration to customers' opinions and requests in improving its products and services.

*1: CS:Customer Satisfaction

The NTT Group believes that communication services are indispensable to allow for smooth communications among people and between people and society. Therefore, the NTT Group strives to develop and offer easy-to-use products and improve its customer services^*2 on the basis of its universal design concept so that they are used by as many people as possible. For example, NTT DoCoMo is establishing a DoCoMo hearty style consisting of three pillars-"development of products and services," "expansion of customer service windows^*3" and "implementation of various customer support measures"-to foster friendly relationships with the customers.

*2: See “Universal design guidelines for Web production” in Activity Topics

*3: See “Creating shops friendly to customers” in Activity Topics

In order to provide communication services that are indispensable to support safe, secure and comfortable life of people, the member companies of the NTT Group closely cooperate to monitor the Group's communication network 24 hours a day, 365 days a year. If some trouble occurs with the network, the Group has an organization that rushes for repair from the nearest maintenance center^*4

*4: See “The communications network for the protection of islands” in Activity Topics

As a communication company, the NTT Group has been striving to properly control personal information, including customer information. As the "Act on the Protection of Personal Information" were fully put into effect in April 2005, the NTT Group reinforced its organization for controlling the security of information^*5. Specifically, the Group formulated an "NTT Group's Information Security Policy" and each member company of the Group formulated and announced its "Privacy Policy." In addition, the Group systematically reviewed its existing rules and regulations and revised them where necessary. The Group also has provided all its employees with various types of training and carried out enlightenment activities. To protect personal information, the Group also supervises its contractors strictly on a continual basis. Despite those efforts, quite regrettably, personal information leaked from a certain member company of the Group. We offer our sincere apology for having caused much trouble to our customers. In the future, we intend to thoroughly review our system for controlling personal information in order to prevent the occurrence of similar troubles.

*5: Activity Topics"Promotion of information security management"

NTT Group's Information Security Policy

In order to continue supplying safe, secure services at all times and remain to be a company relied on by customers forever, the NTT Group, as one of the responsible companies that shoulder the information communication industry, shall strive to maintain the security of information and contribute to the sound development of ubiquitous broadband society in accordance with the following policy.
1	With a strong recognition of the importance of information security in ubiquitous broadband society, the Group shall strive to create a safe, secure, convenient communication environment and maintain information security.
2	All the board members and employees of the NTT Group shall fully recognize that protecting information is the base of the Group's business activities and an important social responsibility of any company, and the Group shall strictly observe the secrecy of communications and comply with the relevant laws and regulations, including the Personal Information Protection Act.
3	The Group shall reinforce its organization for maintaining information security, take thoroughgoing measures to prevent illegal access to information and loss, alteration, leak, etc. of information and implement activities necessary for protection of information, including thoroughgoing employee education and proper supervision of contractors, on a continual basis.

Universal Design Guidelines for Web Production

Universal Design Guidelines
(Japanese)

NTT Cyber Solutions Laboratories have developed guidelines for Web production that can be used by many people, including the elderly and the disabled. The NTT Group introduces the guidelines to corporate users such as public offices and provides Web solutions based on them.

The guidelines consist of 61 items compatible with JIS X8341-3. For example, they describe in detail the expressions and design that should be provided to permit visually impaired persons to utilize Voice Browser.

Creating Shops Friendly to Customers

Customer Support by TV Phone

Aiming to create shops that the customers can use with a sense of security, NTT DoCoMo began installing TV phones for supporting communications in the sign language in its shops and making the shops barrier-free in 2003.

In addition, the company has opened DoCoMo Hearty Plaza designed and equipped in accordance with the universal design concept. The Plaza has attendants who can talk with the signs and provides a variety of unique services which make the customers feel at ease.

The Communications Network for the Protection of Islands

Wireless Transmission Equipment being Inspected

In Japan, other than the five home islands, there are 6,847 islands^*6 and many people make their living. Ensuring the maintenance of communications network that is a lifeline to these islands is an extremely important issue.

NTT East and NTT West have laid approximately 5,100 kilometers of under-sea cables and used extensive microwave transmission equipment to guarantee the communications network between these islands and the mainland as well as between the islands themselves. Currently, we ensure communications network for inhabited islands and that there are no inhabited islands without telephone access.

*6 Source: 54th Japan Statistical Yearbook 2005

Promotion of Information Security Management

Promotion of Information Security Management Security Policy Handbook (Japanese)
Security Card(Japanese)

Each member company of the NTT Group implements information security management in a way appropriate to the mode of its business under the NTT Group's Information Security Policy.

For example, NTT Communications, as a global IP solution company, with security positioned as the top priority item in supplying services, positively tackles total information security management involving not only technology but also humans and processes. Having specified behavior that must never be allowed, the company strives to uplift the employees' security consciousness using a security policy handbook, enlightenment video and various other tools.