Retention and disposal schedules Customer services retention schedule

Published: 10 June 2025

Operational guidance

Contact centre

  • Description: Guidance, frequently asked questions, operational information, policies and procedures
  • Retention period: 3 years after last modified
  • Action: Review
  • Reasoning: Business requirement
  • Personal data: No
  • Special category data: No

Customer services support

  • Description: Guidance, frequently asked questions, operational information, policies and procedures
  • Retention period: 3 years after last modified
  • Action: Review
  • Reasoning: Business requirement
  • Personal data: No
  • Special category data: No

Reception

  • Description: Guidance, frequently asked questions, operational information, policies and procedures
  • Retention period: 3 years after last modified
  • Action: Review
  • Reasoning: Business requirement
  • Personal data: No
  • Special category data: No

Reporting

Performance data

  • Description: Reports, analytics and KPI statistics
  • Retention period: 6 years after last modified
  • Action: Delete
  • Reasoning: Business requirement
  • Personal data: No
  • Special category data: No

E-citizen

Documentation

  • Retention period: 10 years after last modified
  • Action: Delete
  • Reasoning: Business requirement
  • Personal data: Yes
  • Special category data: No