Ethical standards for purchasing and procurement

Rakuten Symphony, Inc. and/or any legal entity which Rakuten Symphony, Inc. holds, directly or indirectly, a majority of the voting rights of all shareholders, and other legal entity which the Rakuten Symphony, Inc. substantially controls its management (hereinafter referred to as "Rakuten Symphony") selects suppliers and subcontractors of goods and services based on rational and objective criteria such as price, function and performance, quality, delivery time, performance, and other criteria.

In addition, Rakuten Symphony expects that all suppliers and subcontractors will endorse the Rakuten Group Code of Ethics, comply with relevant laws and regulations, and make the utmost efforts to respect human rights, ensure fair employment and labor practices, protect the environment, and ensure the safety of products and services.

We, Rakuten Symphony and its executives and employees;
  • We will not receive money, gifts, entertainment, or any other form of benefits that may inappropriately affect our business decisions.
  • No money, gifts, entertainment, or any other form of benefit will be provided for the purpose of influencing the acquisition and maintenance of business or securing business superiority.
  • In particular, we will comply with relevant laws and regulations and will not directly or indirectly provide goods, money, or other items of any value that are intended for, or likely to be regarded as, preferential treatment to public officials or quasi-public officials.
  • When giving or receiving meals or gifts deemed necessary for business purposes, we will do so to the extent that it is not inconsistent with the purpose stated above. In addition, we will neither receive nor provide any high-cost service beyond the level deemed appropriate by socially accepted standards.
  • At the same time as complying with relevant laws and regulations, we will establish and comply with internal rules concerning gifts, entertainment, and the transfer of other benefits.

Supplier Whistleblower Hotline

We are committed to creating a fair, safe and ethical working environment for all Rakuten Symphony suppliers. Therefore, we have established a contact point (hereinafter referred to as “Supplier Hotline”) where suppliers can report or seek advice regarding violations of this Code of Conduct (the "Code of Ethics Regarding Purchasing and Procurement") by our executives, employees, and/or related parties.

Supplier Hotline - Acceptable reporting content

Any actions made by Rakuten Symphony executives, employees and/or related persons who are recognized as violating (or threatened to violate) the Code of Conduct.

* Please refrain from using this report line to spread misinformation, disparage business, slander, threaten or interfere with business.

Supplier Hotline - Contact Sites

Use either the desktop site or mobile site to make a report.

1. Supplier Whistleblowing Hotline – Desktop Website

2. SupplierWhistleblowing Hotline – Mobile Phone Website

The Supplier Hotline currently supports 4 languages:

1.          English

2.        Japanese (日本語)

3.        Korean (한국인)

4.       Hindi (हिंदी)

Response Process to Inquiries

  • We will investigate the facts provided to us through a designated organization that is not directly involved in the concerned purchase and procurement transactions within Rakuten Symphony. If corrective measures are required as a result of the investigation, they will be promptly addressed and enacted.
  • We will sincerely handle all communications with due consideration for personal information. Please note that in principle, no individual or specific measures taken within the company will be reported.

Handling of Suppliers Contact Information

  • Rakuten Symphony has decided to not treat any of its suppliers disadvantageously by reason of the contact. However, that protection may not be provided in the case of unauthorized reporting or when the supplier concerned is involved in the violation.
  • Rakuten Symphony will strictly adhere to the confidentiality of all information, including the contents of the contact information, the name, and the contact information of the contact person, and will be used only for the purpose of this investigation.
  • In the event of any correction or change to the submitted information, please contact us again using the above Supplier Hotline reporting channel.
  • The privacy policy of Rakuten Symphony applies to the personal information provided. 

Privacy Policies

Handling of personal information is based upon the privacy policy of Rakuten Symphony. You can read the full privacy policy from the link below.

FAQ for Suppliers

Find the answers to frequently asked questions regarding; the supplier compliance pledge, supplier whistleblowing hotline and supplier audits.

Download FAQ
By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Notice for more information.