We have seen that some topics in our help and support channel are quite complex to fully understand and seem to cause some confusion. So, we put our heads together and thought hey, wouldn't it be great to properly dive into these grey areas to make sure our helpers have all the info they need to provide the best advice?
As a result, we decided to create the Helper's refresh sessions: Threads focused on different subjects which helpers can visit to refresh their knowledge or ask questions to better understand the processes behind some of our more complicated topics.
This week's topic is Right To Be Forgotten so let's begin:
What does this legally mean?
The right to be forgotten is also known as the right to erasure. It gives members the right to request the erasure of their personal data under data protection law.
It is not an absolute right and giffgaff may continue to hold certain personal data where there is a continued use justification. This can be to meet legal obligations required of us and/or for legitimate business reasons (i.e we cannot erase your data in all cases if you are still partaking of giffgaff products and services).
What does it do?
At giffgaff there are two aspects that will come into play when we act upon a Right to be forgotten request:
The information we hold on the member in our systems will be erased if there is no longer a need for it (or parts of it) to be kept.
The amount of posts linked to a member's account on the community platform. If there is a considerable amount, it is more likely that this account will be anonymised and therefore no longer linked to the member.
Note: There is a separate procedure for members would like to simply close their account or would like to stop receiving emails.
Who to contact?
Members should contact the Agents (see the Step by Step guide below) to submit a Right to be forgotten request.
How long do giffgaff have to respond?
giffgaff have one month to respond to Right To Be Forgotten requests unless the request is complex in which case this can be extended by a further two months but we will always let the member know. giffgaff may be unable to meet a request for erasure if the request is deemed excessive.
Step-by-step guide on how to do this?
1. Load giffgaff.com
2. From the nav, hover over help and use the 'Ask a giffgaff Agent' Link: giffgaff.com/app/ask
3. Click the 'show more' link
4. Click the GDPR Rights box
5.Click 'Right to get your data deleted' box
6. Click the 'No, I still need help' button
7. Fill out the form and submit it
8. An agent will respond and ask the member to prove identity and account ownership
Here is the direct Agent Link: https://support2.giffgaff.com/app/ask/GDPR-Rights-%28General-Data-Protection-Regulation%29/Right-to-get-your-data-deleted/form/