product-on-purpose dsar-intake-triage
Turn a raw inbound message into a triaged request with a type, an owner, and a deadline, so the response clock is never started late.
Procedure
- Verify the requester. Match the request to an account or to two independent identifiers. An unverified request is not a statutory request yet, and the clock has not started.
- Classify the request. Use the table below. A message asking for two things is two requests.
- Assign the owner. Access and correction go to support. Deletion goes to the data engineering on-call. Opt-out goes to marketing operations.
- Set the deadline. 45 days from receipt of the verifiable request, with one 45-day extension available where the request is complex and the requester is told why before the first deadline passes.
Request types
| The requester asks for | Type | Owner |
|---|---|---|
| a copy of their data | access | support |
| deletion of their data | deletion | data engineering |
| a factual correction | correction | support |
| to stop targeted advertising or a sale of their data | opt-out | marketing operations |
| an appeal of a refusal | appeal | the privacy lead |
What good triage looks like
The deadline is recorded against the verification date, not the arrival date, and the requester is told which of the two started their clock.