- Help & Support home
- Support Pages
- Help Assistant
- Service Status
- Customer Support Stats
- Plusnet Code of Practice
- 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 |
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 |
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 |
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 |
