CSR Information

Putting Smiles on the Faces of Everyone Nintendo Touches

Working to create products that
can be enjoyed with peace of mind.

To provide all of our consumers with safe and enjoyable gaming experiences, we strive to continually create even higher quality products by learning from their feedback.

Product Quality and Safety

Nintendo aims to offer high-quality products that consumers can enjoy with peace of mind. Product safety and reliability are our key objectives.

Product Safety Principle

Safety and reliability are important factors in
creating high-quality products

Quality Principle

Provide high-quality products
that meet consumer expectations

Establishment of Safety Standards

Because the people who use Nintendo's video game systems and accessories are of all ages, creating our products involves establishing a unique set of design safety standards that comprehensively considers regulations, such as the U.S. Consumer Product Safety Improvement Act*1 as well as the safety requirements for general electronic products.

*1 Consumer Product Safety Improvement Act
A U.S. law that restricts the use of phthalate esters in products and the use of lead on a product's surface.

Framework for Product Safety Assurance

Nintendo Co., Ltd. (Japan) established the Product Safety Committee (chaired by the General Manager of the General Affairs Division who also serves as an Executive Officer), under the direct supervision of the Executive Management Committee, to ensure that employees thoroughly understand the Product Safety and Quality Principles. The Product Safety Committee ensures the safety of our products at every stage, from development all the way through production, sales and after-sales service. The committee works continuously to effectively manage, maintain and improve the system.

System to Ensure Product Safety
System to Ensure Product Safety
Product Safety Design

The development divisions conduct product development in accordance with the Design Safety Rules* to ensure safety from the design stage. In some cases, the Design Safety Review Committee, which consists of employees from several divisions, including Marketing, Manufacturing, Quality Assurance and Legal Affairs, also assesses products for safety with the goal of incorporating diverse perspectives into the verification process. The Design Safety Review Committee is run by a committee chair appointed by the General Manager of the Technology Development Division, who also serves as a Director.

Before production begins, during the prototype stage, evaluations include tests to assess the risk of fire, electric shock, and injury; drop tests; tests for Ordinance for Enforcement of the Radio Act compliance; flammability tests; and tests that screen for harmful chemical substances. To perform these tests, we use a broad range of testing devices at our facilities to ensure product compliance. We also ask external testing organizations to certify product compliance as needed.

* Design Safety Rules - Main Items
  • Compulsory regulations
    Confirm that products comply with all public safety regulations stipulated in laws and ordinances.
  • Safety specifications
    To ensure an even higher level of safety, in addition to compulsory regulations, confirm that products comply with other applicable safety specifications.
  • Design safety standards
    Confirm that voluntarily established internal design safety standards are observed according to compulsory regulations and safety specifications.
  • Labeling standards
    Confirm that all required labels and notices (safety notices, etc.) are displayed appropriately.

Sharing Information About Safety and Quality

We provide notifications about product safety or bugs on the Nintendo website and other locations and strive to ensure that our consumers are aware of this information. When we become aware of quality issues, we immediately investigate the concern and then quickly provide information to our consumers.

Promoting Safe Use

Users of the Nintendo Switch family of systems (Nintendo Switch, Nintendo Switch – OLED Model and Nintendo Switch Lite) can access “Support/Health & Safety” instructions from the System Settings menu. It summarizes information for safely using the gaming systems, and it can also be viewed online.

“Support/Health & Safety” feature

Employee Training and Internal Educational Activities

Employee training and internal educational activities are essential for ensuring product quality and safety. To make sure our employees are well aware of the critical importance of ensuring the safety of our products, Nintendo Co., Ltd. (Japan) provides product safety training and design safety lectures for hardware developers.

In addition, we aim to share know-how by creating guidelines that incorporate our knowledge and experience related to design and manufacturing. We also built and operate a system by which all employees at Nintendo Co., Ltd. (Japan), including those not directly involved in the creation process, can view this information at any time on the company intranet.

Game Software and Services That Can Be Enjoyed With Peace of Mind

To ensure that consumers can enjoy our game software and services with peace of mind, Nintendo strives to prioritize safety in game software development, eliminate inappropriate content and create features that enable parents and guardians to monitor children’s usage status.

Safety-Oriented Game Software Development

Nintendo continually offers new ways to play through our game software and other services, such as using the entire body to control the gaming system or by using an online network. To ensure a safe and fun gaming experience, we have created guidelines from both a hardware and software perspective that outline standards and considerations to be adhered to during development. The guidelines are updated and revised as appropriate and distributed among the related departments.

Based on these guidelines, we have created a system that involves multiple departments checking the safety of our game software from the product development stage.

Displaying Age Ratings for Game Software

Before playing a game, it can be difficult to know exactly what kind of content the game includes. Therefore, Nintendo provides the appropriate age classifications on, for example, product packaging and in Nintendo eShop according to relevant laws and the rating system*1 used in each country or region to provide information on the types of content used in the games.

*1 Rating system

Rating systems assign and display an age rating for each game according to its content. In Japan, the CERO (Computer Entertainment Rating Organization) age-rating mark is displayed for game software that can be played on Nintendo gaming systems. Some Nintendo Switch download software may show an age rating based on an IARC (International Age Rating Coalition) review. The age rating marks do not indicate game difficulty level.

For detailed information on the age classification of game software that can be played on Nintendo gaming systems, please see the following site:
https://www.nintendo.co.jp/support/rating/index.html (Japanese)

For more information on the rating systems used in each region where our products are sold, please refer to our Q&A About Nintendo's CSR: Consumer Relations.

Parental Controls Feature

Nintendo has integrated Parental Controls into its gaming systems, including Nintendo Switch. With this feature, parents and guardians can control the game software that can be played by children based on the rating, and restrict them from freely communicating with other users, purchasing games in Nintendo eShop and using other functions.

With Nintendo Switch, by linking to the free Nintendo Switch Parental Controls application for mobile devices, parents and guardians can also verify the software and the number of hours played, as well as configure how many hours can be played daily. Parents and guardians can even use Nintendo Switch Parental Controls to restrict purchases and browsing in Nintendo eShop. For more information about Parental Controls, please refer to this page (Japanese).

In an effort to promote the widespread use of features like these, Nintendo Co., Ltd. (Japan) has a section on its website called “Information for Parents” (Japanese).

Examples of our initiatives and progress towards raising awareness for and promoting usage of Parental Controls around the world:
Nintendo Co., Ltd. (Japan)
  • Ran a TV commercial to raise awareness for the feature
  • Posted a comic strip (Japanese) on our support page about Nintendo Switch Parental Controls to make it easier to learn how to use the feature
  • Participated in a forum for school supporters*2 and educators from various prefectures on how to appropriately use gaming systems
  • Took part in a youth forum in Kyoto aimed at improving internet literacy and preventing problems stemming from the internet
Nintendo of America
  • Offers a dedicated section of its website for parents and guardians, which includes tips on how to set Nintendo Accounts for children, how to use Parental Controls, gaming safely online and other useful insights
Nintendo of Europe (Germany)
  • Certified by Unterhaltungssoftware Selbstkontrolle (USK)*3 as a trustworthy content provider devoted to child and youth protection
*2 School supporters
Retired teachers or police officers who, under the school supporter system, take on the role of connecting schools and the police by being dispatched to local elementary and junior high schools to use their specialized knowledge and experience to support and give advice to teachers.
*3 USK (Unterhaltungssoftware Selbstkontrolle)
A self-regulatory entity responsible for game software classification in Germany. Nintendo of Europe (Germany) voluntarily allows the USK to examine all of its online services for legal compliance with the German regulations on youth protection.

Eliminating Inappropriate Content in Communication Features

Some of Nintendo’s game software allows players to share user-generated content (UGC) such as images and messages with other players via their communication features. While this enables more fully developed communication and free expression, in rare cases, inappropriate content created by players can get mixed in, causing other players to feel uncomfortable.

Certain game software titles that enable interaction between players and content sharing over the internet have also introduced systems to exclude unsuitable content by means of in-game alerts, inappropriate word filters and in-game notification features for consumers to report inappropriate content that they have found. If it is determined from the report that there is an issue, we may take measures, including content deletion and service suspension.

In addition, since we believe it is very important to maintain a healthy online play environment with all of our players, we have established rules in our Terms of Service. Our regional subsidiaries have also created community guidelines for online play to encourage greater understanding among all players.

Making Things Easier to Understand and Use

Nintendo strives to provide products and services that can be enjoyed by various consumers around the world. Our staff in charge of game software development in each country collaborate globally to ensure that content can be easily understood and enjoyed by consumers across the globe.

Making Things Intuitive

For players to comfortably immerse themselves within the world of a game, it must be easy to understand. We utilize various methods, such as simplifying controls, so that players can intuitively figure out how to play.

Easy-to-Use Designs and Features for Everyone

We also work hard on the aspects of design and features, so that various consumers can enjoy our games in their own way. We share user feedback with our development departments and strive to incorporate these ideas as much as possible into our new products.

Examples on Nintendo Switch

You can zoom in on the screen by quickly pressing the HOME button twice on Nintendo Switch*1. Pressing the X button while zoomed in will further enlarge the screen. While in handheld mode, you can also quickly press the HOME button twice and then pinch out on the screen (touch the screen with two fingers and spread them apart) to enlarge it.

There are also features that allow you to remap buttons on the controller.

*1
The Zoom feature is turned off in the default settings and must be enabled before use.
“Zoom” Feature

Details can be found on the page below:
https://en-americas-support.nintendo.com
/app/answers/detail/a_id/44641/~
/how-to-use-zoom

Mario Kart 8 Deluxe

A feature called “Smart Steering” can be used in Mario Kart 8 Deluxe, a game on Nintendo Switch. This optional feature provides automatic steering assistance so that your kart will not stray off the course during a race. In ways like this, we work so that various consumers, including those without much previous gaming experience, can enjoy our game software.

Consumer Support

We care a great deal about each and every one of our consumers, and have put various consumer service contact points in place to respond to the wide range of inquiries and requests we receive from them. We have also established a system that enables relevant departments within the company to share comments we receive from our consumers.

Consumer Support Systems

In Japan, in addition to setting up three call centers to help answer different types of questions, we also offer email support for inquiries and receive feedback through a dedicated online portal. We have additional systems for sharing consumer feedback with relevant internal departments to improve the development of new products and enhance our services. Since encouragement from our consumers also helps to boost employee motivation, we share words of gratitude and encouragement from our consumers separately within the company in the form of thank-you calls.

In addition, we post information about our products and services to the support pages (Japanese) on our website to assist our consumers in resolving issues on their own. We have also been relaying support information through tweets since July 2019, when we launched the official Nintendo Support Twitter account (Japanese).

We also have set up similar consumer service centers in locations outside Japan, where we provide support in local languages.

A System for Responding to Consumers' Comments (Nintendo Co., Ltd. (Japan))
A System for Responding to Consumers' Comments (Nintendo Co., Ltd. (Japan))

Consumer Privacy

Nintendo respects the privacy of our consumers, and we consider it our vital responsibility to exercise great care in protecting their information.

Protecting Our Consumers' Important Information

The information provided by our consumers largely consists of personal information obtained in the provision of account services and consumer contact details when carrying out product repairs. We always clearly specify how we will use consumer information, such as in our privacy policy, and strictly handle this information in adherence with internal regulations. In addition, we revise and enhance our internal systems in compliance with the laws and standards related to the handling of information. We have also established service centers to handle consumer inquiries.