Purpose
To ensure proper categorization, handling, and escalation of customer complaints or requests related to data deletion. This includes removing personal information and stopping all promotional offers or communications.
Scope
This SOP applies to the classification, handling, and escalation of customer complaints specifically regarding:
- Requests to delete personal data from our systems.
- Requests to opt-out from promotional communications.
Case Types
- Data Deletion Request – Customer requests removal of personal data and cessation of all promotional communications.
- Regulatory Complaint Threats – Customer threatens escalation to regulators due to data deletion issues (mentions of Bank Negara Malaysia, KPKT, Legal action, Lawyers, Police Report, Tribunal, etc.).
Key Reminder:
- Full deletion of customer data may not always be possible due to regulatory compliance.
- Upon completion of the request, the customer must be banned from all offers and communications to honor their opt-out preference.
Process Flow
1. Confirm Data Deletion Request with Customer
Ticket / Call Handling:
Verify the customer’s preference:
- Delete personal data completely.
- Stop receiving all offers/promotional communications.
- Stop only specific types of communication (if partial deletion is allowed).
2. Action to Take (Agent)
If Customer Confirms Deletion / Opt-Out:
- Ban the customer from all offers – ensure they no longer receive promotional communications.
- Advise the customer that while their personal data will be restricted from promotional use, some information may need to be retained due to regulatory and compliance requirements.
- Raise a case to the Team Supervisor via MM with the following details:
Kindly assist to remove/update the following customer’s data based on their selected preference:
Customer Name: [Insert Name]
Contact Number: [Insert Number]
Ticket Link: [Insert ID] (CS Only)
BackOffice Link: [Insert Link]
Customer Preference:
- Delete personal data completely (subject to compliance retention)
- Stop all types of communication (Calls, SMS, Email, Push Notification)
- Ban from all offers
- Send an email to the customer using the macro “Data Deletion Request” to acknowledge their request.
If Customer Withdraws Request / Wants to Continue Offers:
- No further action is required.
- Confirm with the customer using the macro “Acknowledgement Consent on Promotional Calls” if applicable.
3. Action to Take (Supervisor)
- Escalate to JIRA Support Team to ban the customer from all offers.
Notes / Key Reminders
- Look out for mentions of regulators (BNM, KPKT, Legal action, Police, Tribunal). Treat these as Regulatory Complaint Threats and escalate to your supervisor accordingly.
- Ensure all customer preferences are fully implemented to maintain compliance.