In the event that a consumer or a client contacts ACME requesting to remove a customer record from our database, please execute the following steps:


  1. Notify the clientthat we have received this request and we will be removing the consumer from ACME databases within the next 30 days.

    • If the request is sent to ACME via one of our clients on the behalf of a consumer, we will communicate back to the client, who will be responsible for communicating directly with the consumer.

    • If the request is sent to ACME directly by a consumer, we are required to communicate directly with them (Article 12, section 3).

  2. Also inform the client that they should follow up with the consumer and also remove them from any other relevant databases. This is to stay in compliance with EU General Data Protection Regulation (GDPR).
  3. File a TS ticket requesting the removal. Be sure to include the email address, the client (if available), and the due date, which will be 30 days from when the request first came in.
  4. Once the TS ticket is marked as Done, notify the client that the request is complete and we recommend they follow up directly with the consumer to let them know the record has been removed.


Please contact the Product Support Manager or the Head of Client Services if there are any questions or issues regarding this policy.


Public policy: GDPR