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Financial Customer Information
Customer Notes Retention Schedule
Customer Information Retention Schedule
Customer Products
Policy Changes

This schedule makes reference to, and should be read alongside, our Data Retention Policy.

1. Financial Customer Information

Record Description	Recommended Retention Period	Format and Media	Reasons & Remarks
Direct Debit Details	Live account - Where a new payment method is chosen, previous Direct Debit details are kept for 6 months Closed account - Data will be deleted once the account is closed	Workplace	Once an account is closed there is no business need to keep the information
Credit Card / Debit Card Details	Live account - for 6 months if unused When credit card details are updated, the previous card details are discarded Closed account - credit card data will be deleted immediately once an account has been destroyed	Workplace	To adhere to PCI requirements, payment card information should be retained for a period deemed where there is a business need
Invoice Number	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Customer's Sales Ledger Balance	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Invoice Date	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Payment Origin (Originator) - Was the payment billing cycle related or a one off payment?	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Payment Status	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Invoice Description	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Payment Method Transaction Number	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Journal Entries	Live account - to be retained for the life of an account Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Value Of Invoice	Live account - to be retained for the life of an account. Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements
Summary Of Individual Invoice Information - Customer Name, Address, Chargeable Items, VAT, All Values	Live account - to be retained for the life of an account. Closed account - to be retained for 6 years and one quarter	Live: Workplace Closed: Archive	Payment information is retained in line with VAT requirements

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2. Customer Notes Retention Schedule

Record Description	Recommended Retention Period	Format and Media	Reasons & Remarks
Tickets (including attachments)	3 years for a live customer (3 months in Core Database from the date of Ticket closure - then 33 months in the Archive database). Once an account is closed - the information is kept for 3 months in the Core Database, then for a further 9 months in the Archive database.	Workplace	This is to ensure the customer has detailed information on their account. This complies with the BT policy
Service Notices	3 years for a live customer (3 months Core Database, then 33 months Archive database) Once an account is closed - the information is kept for 3 months in the Core database, then for a further 9 months in the Archive database.	Workplace	This is to ensure the customer has detailed information on their account. This complies with the BT policy
Contact Notes	3 years for a live customer (3 months Core Database, then 33 months Archive database) Once an account is closed - the information is kept for 3 months in the Core database, then for a further 9 months in the Archive database.	Workplace	This is to ensure the customer has detailed information on their account. This complies with the BT policy

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3. Customer Information Retention Schedule

Record Description	Recommended Retention Period	Format and Media	Reasons & Remarks
Customer Contact Email Address	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Mobile Number	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Telephone Number	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Fax Number	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Customer Type	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Referral Information	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Payment Frequency	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Customer Privacy Question	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Customer Privacy Answer	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Broadband Usage	Live - retained in Core Database for 3 months - then archived for 9 months Closed Account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Broadband Connection Details	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Account Type (Product)	Live - retained for the life of the customer account Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information
Primary CLI (Connection Telephone Number)	Live - retained for the life of the customer account or until changed Closed account - kept for 3 months then deleted	Workplace	Once an account has been closed, after 3 months there is no business need to retain the information

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4. Customer Products

Record Description	Recommended Retention Period	Format and Media	Reasons & Remarks
Customer Email Account	Live - retained for the life of the customer account Closed account - access removed for 3 months. After 3 months information deleted	Workplace	Access is removed once an account is destroyed to ensure that if an account is accidentally destroyed, then it can be reactivated
View My Broadband Usage (VMBU)	Live data - 3 months	Database	15 months has been suggested for live customers so that a financial year can be covered
VoIP	Live data - 15 months from creation Closed account - access removed for 3 months. After 3 months information deleted including all archived data	Workplace	15 months has been suggested for live customers so that a financial year can be covered
WiFi	Live data - 15 months from creation Closed account - access removed for 3 months. After 3 months information deleted including all archived data	Workplace	15 months has been suggested for live customers so that a financial year can be covered
Domains	Live - retained information whilst PlusNet manage customer domain Closed account - access removed after 3 months.	Workplace	Access is removed once an account is destroyed to ensure that if an account is accidentally destroyed, then it can be reactivated
Subscription Fee	Closed accounts - kept for 12 months from closure date then deleted	Workplace	This complies with the BT data retention policy
Bandwidth Costs	Closed accounts - kept for 12 months from closure date then deleted	Workplace	This complies with the BT data retention policy
Active Contract Information (Current Deferred Fee Obligations)	Closed accounts - kept for 12 months from closure date then deleted	Workplace	This complies with the BT data retention policy
CBUK Number (BT Circuit Reference)	Closed accounts - kept for 12 months from closure date then deleted	Workplace	This complies with the BT data retention policy

5. Policy Changes

We will list changes to the policy as they occur, to make it easier for you to see if and how the policy has altered since you last read it.

Date	Change Summary
13th July 2007	First published
13th August 2007	Updated; format / media added

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Customer Information Data Retention Schedule

1. Financial Customer Information

2. Customer Notes Retention Schedule

3. Customer Information Retention Schedule

4. Customer Products

5. Policy Changes

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