Submitting a Right To Be Forgotten (RTBF) Request

Setup

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Before you start

This guide is intended for users who are familiar with transferring data files to and from a Secure File Transfer Protocol (SFTP) server. The topics in this guide assume that you are familiar with and have access to the your dedicated SFTP server.

If you do not have SFTP access or require additional support to action an RTBF request, please contact your Customer Success Manager, or contact Support directly at [email protected]

Submitting a Right To Be Forgotten Request

To submit a right to be forgotten request, simply transfer the customer's personal identifier to us by Secure File Transfer Protocol (SFTP), using the following folder sub-directory: /files/rtbf/requests. Your file(s) are then processed automatically. Accepted personal identifiers include EMAIL, MOBILE, CUSTREFID, CUSTREFNUM and USERNAME.

Customer data is removed from the database within seven days of file receipt (under normal operating conditions) and from all of our systems within 26 days of file receipt. To guarantee data removal within one month of a customer request, you should submit your file to us within two days of the original customer request.

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Warning

The RTBF process is not designed to be a bulk upload tool for mass data deletions. If you have a requirement to delete large (>10,000 rows) of customer data at once, please speak to your Customer Success Manager who will provide further support.

File Format and Contents

Your data file must be transferred in either .csv, .psv. or .tsvformat, and must include the 6 following column headers only. At least 2 of these columns require data to be populated:

a. EMAIL

b. MOBILE

c. CUSTREFID

d. CUSTREFNUM

e. USERNAME

f. DATE_REQUESTED

The DATE_REQUESTED column is mandatory and must have a value for every row to meet auditing requirements. You should populate this with the date that the customer requested erasure of their data, rather than the date that you have submitted the file. You only need to populate one personal identifier column, for instance you could pass a file with EMAIL and DATE_REQUESTED and this would be successfully processed.

File Name

The file's naming convention is pre-defined and must be followed in order to complete the request. The file name should be: RTBF_DDMMYYYY_HHMISS, whereby DDMMYYY represents todays date and HHMISS represents the time of file creation. For example; RTBF_02052025_073000.csv

Completion

Records that are successfully picked up and erased will result in your file leaving the /requests sub-directory. You should expect files to be automatically actioned and removed within 1 hour of submission. Please be aware that RTBF requests can not be undone. For instance, if you wish to restore a customer's profile including all of their historic data the following day after RTBF execution, it will not be possible.

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Warning

Any file that does not adhere to the above format and content guidelines will not be processed, which may result in your customer's data being stored beyond the point of their erasure request.*