June 10, 2022 Guidance to Sirene Co., Ltd. Pertaining to the Obligation of Complaint Processing for MVNO Service

It was confirmed that Sirene Co., Ltd. (headed by HAYAKAWA Maho, Representative Director, corporation number 8180001142320, head office located in Nagoya City, Aichi Prefecture), which is a telecommunications carrier providing an MVNO service "Mona Wi-Fi," had been taking improper responses regarding the service it is providing, such as leaving users' requests for the discontinuation of the use of service for a few months.
Such acts are recognized as a violation of Article 27 (Procedure for Processing Complaints, etc.) of the Telecommunications Business Act (Act No. 86 of 1984). MIC has made a written instruction to the company to ensure its compliance with the Act.

Outline of the case and the content of administrative guidance

Regarding the MVNO service "Mona Wi-Fi" (hereinafter referred to as "the service") provided by Sirene Co., Ltd., a number of complaints and consultations are received by MIC, including cases such as there is no response to repeated inquiries via e-mail, there is no sufficient response promptly from the company to complaints, or there is no response to requests for the discontinuation of the use of service for a few months and the contractual relationship cannot be canceled.

Based on such complaints and consultations, MIC requested the company to make a report on the facts. As a result, it was confirmed that improper responses as specified above had been taken due to a flaw in the system to process complaints pertaining to the service.

It can be considered that these acts are in violation of the obligation of complaint processing stipulated in Article 27 of the Telecommunications Business Act. Thus, MIC has made a written instruction to the company to ensure its compliance with the provisions of the Act.