How do I use the Deregister and Erasure functionalities?

The Deregistration process allows a Customer to request the removal of their account from the system, along with their personal data. This process removes all of the Customer's data from any of their interactions (e.g. Service Requests, Contracts, etc). Transactions themselves will remain in the system for further processing and audit purposes, but they will be converted to Anonymous transactions.

The Erasure process is used to anonymise transactions on an individual basis, without removing an account from the system. This is labelled as "Remove My Data" in the Customer Portal.

Deregistered accounts will be removed from the system overnight. If a Customer wishes to create a new account using the same email address, they may do so, but only once their previous account has been removed. They will not be able to view any interactions from the previous account registration.

Configuring Forms to Apply Approval Flag

When an Organisation needs to retain information in order to comply with legal or regulation requirements, an approval process for Deregistration and/or Erasure is provided. This can be implemented at Form level, through the selection of the "Deregistration approval required" option.

Requesting Deregistration or Erasure

Both of these processes can be initiated by either the Customer, or an Admin User. It will require final approval from an Admin User in order to ensure that only appropriate transactions are anonymised. The Customer will usually need to validate the request themselves, although an option is provided for Admin Users to override this. Please note that neither of these processes will remove personal data provided by Customers on Forms that have been submitted anonymously.

From the Customer Portal, Customers can go into their profile and select either "Remove my Data" or "Deregister". 

From the Admin Portal, Admin Users can go into Community -> People, search for a profile, and then click on "Deregister" or "Erasure". An email will be sent to the Customer for authorisation, unless permission is overwritten by the Admin User.

Confirming Deregistration or Erasure

If the Customer has been sent an authorisation email, they will need to click on the Deregister button on the email received.

Then, the customer will be brought to a page where they can verify the request.

Approving Deregistration or Erasure Requests

Deregistration and Erasure requests can be viewed and processed through the [People - Deregister] Report in Analytics.

Requests have specified Statuses to mark their progress:

Requested - Customer has applied for Deregistration/Erasure, or Admin User has used the Override Authentication function.

Confirmed - The request has been approved, and will be processed overnight.

Rejected - The request has been rejected, and will not be processed.

When approving or rejecting requests, you can choose to notify the account owner.

Configuring Deregistration Parameters

You can configure text within your system to personalise your Degistration and Erasure processes. Go into Administration -> Access -> Deregister, where you can edit the text that will appear.

You can also configure Rejection Reasons to categorise why a request for Deregistration or Erasure can be rejected.