Human Rights

Policy

Human rights are fundamental and universal rights to all human beings regardless of their origin, background, or any other status. Guided by the Rakuten Group Code of Ethics, we respect the human rights of all our stakeholders throughout our operations, including group employees regardless of their employment status, customers, and business partners including joint-ventures, contractors, suppliers of goods and services, investees and any third party that engages in a business relationship with the Rakuten Group.

As we provide a wide range of online and offline services all over the world, Rakuten is fully aware that ensuring and respecting the human rights of all stakeholders involved and those impacted by our business activities is challenging yet crucial.

Human Rights Due Diligence

Management Framework

Rakuten’s businesses are made possible by a great number of people: our partners and employees involved in the development, supply and administration of products and services, but also customers, investors, local communities… Ensuring the human rights of all our stakeholders is a priority for our sustainable growth, and for the achievement of our corporate mission of contributing to society.

In line with this belief, the Rakuten Group Human Rights Policy, part of the Rakuten Group Sustainability Policy, was adopted in 2019, listing important principles and rules for all employees to follow across operations. As part of the Policy implementation, Rakuten is conducting human rights due diligence in accordance with the procedures outlined in the United Nations Guiding Principles on Business and Human Rights (UNGP). Human rights due diligence is an ongoing risk management process to identify, prevent, mitigate and account for how companies address impacts on human rights. It includes four key steps: assessing actual and potential human rights impacts; integrating and acting on the findings; tracking responses; and communicating on how impacts are addressed.

Identify: Human Rights Impact Assessment

Impact Assessment Process

Management Framework

Following the adoption of the Rakuten Group Human Rights Policy, a new human rights impact assessment was launched in 2020, as part of our due diligence process. This assessment, led in collaboration with external experts with cross-industry experience, is a preliminary study aimed at grasping the overall human rights risks relevant to Rakuten’s operations, business activities, products and services. As a result, eight issues have been identified as Rakuten Group’s salient human rights issues which need to be addressed urgently as priority. While the result will continue to be refined through regular reviews including stakeholder surveys, these findings are important insights to clarify areas of further investigations required, and short-term risk mitigation measures to be taken such as employee training and governance improvements.

Tier1

Foster fair, healthy working conditions for all of Rakuten’s employees. This includes fair wages and benefits that are in accordance with the living standards in the countries where Rakuten employees work; reasonable limitation of working hours and periodic holidays with pay, adequate rest time, anti-harassment within the workplace and protection of employees’ privacy.

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Foster fair, healthy working conditions for all Rakuten’s supplier employees. This includes workers’ rights to time off, reasonable working hours, fair wages, freedom of association and collective bargaining, and protection of employees’ privacy. This applies to all employees and contractors working in Rakuten’s supply chain.

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Forced or compulsory labor is defined by the International Labour Organization (ILO) as all work or service that is extracted under menace of any penalty and for which the person has not voluntarily offered themselves.
Practices that can be considered as indicators of forced or compulsory labor include confinement of workers to the workplace or a limited area; debt bondage; withholding of wages or excessive wage reduction that violates previously made agreements; retention of passports and identity documents; forced overtime.

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Child Labor Child labor is work performed at too early an age which deprives a child of the chance to obtain an education or damages a child’s development. ILO standards prohibit hazardous work for all persons under 18 years of age, and labor for those under 15, with limited exceptions for developing countries.

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Harm which is derived from products and services whether through intentional or unintentional misuse is a violation of human rights.

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The right to privacy is guaranteed by Article 12 of the Universal Declaration of Human Rights which states, “No one shall be subjected to arbitrary interference with his privacy, family, home or correspondence, nor to attacks upon his honor and reputation.”

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The design and use of technologies such as artificial intelligence (AI), cloud and network services, and big data analytics have been documented to have an impact on individuals’ rights to non-discrimination in several ways.

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Everyone has the right to remedy when their rights have been violated. Where companies identify that they have caused or contributed to adverse human rights impacts, they should provide for or cooperate in their remediation through legitimate processes, whether through the company’s own operational level grievance mechanisms or through cooperation with independent non-judicial grievance mechanisms.

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Prevent: Implemented Actions

Rakuten is continuously working in order to avoid, prevent, and mitigate the salient human rights issues.

Preventing Harassment

We are committed to providing a respectful work environment that is free of harassment. There is zero tolerance for harassment of any kind, and the following measures have been implemented:

Harassment Consultation Desk
Rakuten provides a confidential Harassment Consultation Desk to respond to reports of harassment and related complaints.
Training
Periodical training on raising awareness concerning anti-harassment measures and on handling reports of harassment is held for managers.

Preventing Child and Forced Labor

We confirm the age of each employee when forming an employment contract. In addition, we do not take or hold any travel documents or identity cards of our employees, unless required for visa issuance or renewal, and our personnel procedures ensure free access to relevant documents for our employees.

> For more information on how Rakuten ensures the provision of a respectful and vibrant working environment, please click here.

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Rakuten Group Sustainable Procurement Instruction

Having a shared understanding with our suppliers of what sustainability represents is essential in advancing sustainability across our supply chains. Rakuten therefore formulated “Rakuten Group Sustainable Procurement Instruction” as part of the Rakuten Group Regulations.
This instruction sets expectations for suppliers and is designed to ensure that suppliers conduct business ethically in compliance with laws and regulations, and to conserve the environment and to protect the health, safety, and fair treatment of workers, including the prohibition of child labor and any forms of forced labor. Rakuten is currently working closely with suppliers to implement the items outlined in the instruction.

Modern Slavery Act

As a part of Rakuten Group’s commitment to respecting the human rights of all of our stakeholders, we are taking steps to prevent all forms of modern slavery in our operations and supply chains. We are issuing the Modern Slavery Statement in accordance with Section 54 of the UK's Modern Slavery Act 2015.

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Rakuten Ichiba

In order to provide a safe and secure e-commerce platform, Rakuten has set rules for merchants on Rakuten Ichiba which cover the prohibition of the sale of certain products, such as dangerous products, products potentially infringing others’ rights and interests, or not favorable for youth. Examples include explosives and high-pressure gas, weapons, fake brand products, products infringing on copyrights, identification cards, child pornography, etc. In addition to assessing the qualifications of merchants when forming a contract with Rakuten, a violation score system is also in place to keep track of merchants’ rule violations and measures are taken according to the violation score, up to and including expulsion from the platform.

> For more information, please click here (page in Japanese).

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Privacy Policy

Protecting the privacy and personal data of Rakuten’s users and employees is a responsibility shared by all Rakuten Group companies and is key to the sustainability of the digital economy.
The binding corporate rules adopted by the Rakuten Group set the rules for appropriate data protection.
Our priority is not only to be compliant with new privacy-related laws formulated around the world, but also to build robust management systems for providing safe and secure services that our customers can trust.

>For the details, please visit our Information Security page and Privacy Center.

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Customer Profiling

To offer a unique and personalized experience, Rakuten collects various information from our customers such as purchase behavior and search views, and creates customer profiles with the assistance of machine learning. In principle, we do not intentionally collect or use information that may be considered sensitive, such as information relating to ethnicity, religion, social status, medical or criminal history for instance. In the event that our customers voluntarily share sensitive information with us, we handle it carefully and exclude it from any customer profiling.
In addition, internal rules are in place to ensure that appropriate risk management measures are taken, such as impact assessments prior to a product or service launch when implementing new technologies.

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Grievance Mechanism

Rakuten has procedures that provide a clear and transparent framework for addressing grievances received from our stakeholders.

For Employees For Suppliers For Customers

Rakuten Hotline

A whistleblowing system called the Rakuten Hotline is available for all Group executives and employees, including not only full-time employees, but also contract employees and temporary staff, to report on illegal activities, violations of company rules and regulations, fraudulent acts, or other ethical misconducts to inside and outside contacts.

For the details about the Rakuten Hotline, please click here.

Harassment Consultation Desk

Rakuten provides a confidential Harassment Consultation Desk to respond to reports of harassment and related complaints, and to ensure that behaviors constituting harassment aredealt with appropriately. We prohibit any disadvantageous treatment for those who report harassment.

The suppliers of Rakuten Mobile have a Supplier Hotline at their disposal regarding violations of the “Code of Ethics on Purchasing and Procurement” by Rakuten executives, employees, or related parties.
For details, please click here (page in Japanese).

The users of the services offered by the Rakuten Group can send inquiries about privacy-related issues through an online Inquiry Form.

Users can also raise their concerns through platforms provided by each service. For example, Rakuten Ichiba users can report prohibited products such as illegal products, products contrary to public order and morals, products infringing rights, inappropriate marketing and labelling, etc. For more details, please click here (page in Japanese).