Customer data access and deletion request

How do we verify a customer's privacy request to access, delete or correct their data, fulfil it across every system, and answer on the legal clock?

Run the request as a verified case with a deadline and a system list. When a customer (or their authorized agent) submits a privacy request, Callvu classifies it (access or portability, deletion, correction, an opt-out of sale or sharing, a limit on sensitive data use) and the law that applies from the customer's state, verifies the requester's identity at the level the request's risk requires (and the agent's authority where one acts), chases a missing proof, maps the request to every system that holds the customer's data (the BSS, billing, the CRM, the network and usage records, the marketing systems, the vendors), executes the fulfilment where the rules allow and records the exemptions where they do not (records needed for billing, legal holds, security, the CPNI retention rules), routes a conflict or an exemption decision to the privacy office in the Decision Desk, delivers the response in the required form before the deadline, and writes the request, the actions and the response to the BSS, the system of record, and the privacy log.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back

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Last updated November 7, 2026.

The problem today

The deletion request was fulfilled in the CRM, the billing system kept everything, and the marketing vendor sent an offer the following month.

Today, without Callvu

Privacy requests arrive with legal deadlines and land on a mailbox. Verifying the requester is improvised; the data lives in a dozen systems and three vendors; the response goes out after the deadline with half the data, or deletes something the law required the carrier to keep. The regulator's inquiry starts with the log the carrier does not have.

The state privacy laws define the rights (access, portability, deletion, correction, opt-out of sale and sharing, limits on sensitive data), the verification standard, the deadlines (commonly forty-five days with one extension), the exemptions (data needed to complete the transaction, legal obligations, security, the records the telecom rules require to be kept), the authorized agent rules and the record-keeping. Each request is a classification, a verification, a map of systems and a set of actions with a response. The map is the hard part, and it is the same for every request.

A privacy request fulfilled across the system map on the clock is a right honoured and a log kept.

How it runs

From the requestto the system of record.

A customer or their authorized agent submits a privacy request through the privacy page, the app, a call or a letter. Callvu reads it and opens the case with the deadline.

Customer or authorized agent: Submits the request, proves identity and authority, and receives the response.
System owners and vendors: Execute or confirm the actions in their systems through their links.
Privacy office: Decides conflicts and exemption questions in the Decision Desk.
Callvu: Classifies, verifies, chases, maps, executes, routes, responds and logs.

Classify
The request is classified by type (access or portability, deletion, correction, opt-out of sale or sharing, limit the use of sensitive data, an appeal of a prior decision), by the law that applies from the customer's state of residence, and by the deadline and the form of response the law requires; a request from an authorized agent is classified with the authority proof the law requires.
Chase and verify
The requester's identity is verified at the level the request's risk requires (a logged-in customer through the account's authentication; a higher level for deletion or for an access request covering sensitive data, with a document or a match of data points; the agent's written authorization and the customer's confirmation where an agent acts); a missing proof is chased with the specifics, and the clock's treatment of the verification period is applied.
Map, execute and decide
The request is mapped to every system and vendor holding the customer's data (the BSS and billing, the CRM and the contact records, the network and usage records, the marketing and analytics systems, the dialer vendor, the collections agency, the device protection partner); each action is executed through the system's own link or interface and confirmed, or the exemption is recorded (the records needed for billing and the transaction, a legal hold, security and fraud prevention, the retention the telecom rules require, data that is not the customer's); a conflict (an exemption that is unclear, a legal hold, a household account with several people's data, an appeal) goes to the privacy office in the Decision Desk with the map and only the allowed outcomes (fulfil, fulfil in part with the exemptions stated, deny with the reasons and the appeal path, or hold for legal).
Respond and write back
The response is delivered in the required form before the deadline (the data in a portable format for access, the confirmation of deletion or correction with the exemptions stated, the opt-out confirmation), the request, the verification, the actions per system, the exemptions and the response are written to the BSS, the system of record, and the privacy log for the retention period, and the opt-out is written to the preference record so marketing and sharing stop.

Where it ends: The request was classified under the right law, the requester verified, the data handled in every system and vendor with the exemptions recorded, and the response delivered on the clock with the log the regulator will ask for. The Decision Trace shows the classification, the verification, the map and any decision; the Audit Trace shows the request, each system action and the response with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

CCPA and state privacy laws: The California Consumer Privacy Act as amended by the CPRA (Cal. Civ. Code 1798.100 and following, with the regulations at 11 CCR 7000 and following) and the comprehensive privacy laws of other states (Virginia, Colorado, Connecticut, Texas and others) give consumers rights to know and access, to delete, to correct, to opt out of sale and sharing and of targeted advertising, and to limit the use of sensitive data; a business must verify the request, respond within forty-five days with one forty-five-day extension on notice, provide access data in a portable format, honour an authorized agent with proof, keep records of requests for at least twenty-four months, and may rely on the listed exemptions (completing the transaction, legal obligations, security, internal uses compatible with expectations).
CPNI and telecom record retention rules (47 CFR 64.2001 and following; the call detail and billing record retention under 47 CFR 42.6): Customer proprietary network information is protected and its use limited, and carriers must retain toll records for the period the rules set; a deletion request is fulfilled subject to these retention obligations, which are recorded as exemptions with the basis.
Federal privacy and data breach rules (the FCC's CPNI breach rules; the FTC's data security expectations): The verification standard for privacy requests must prevent disclosure to an impostor (a request is itself a data breach vector), and the privacy log evidences the program; the identity verification levels apply this.

Company policies

Every request is classified under the customer's state law with its deadline on the case from receipt.
Verification is proportional to the request's risk, and an unverifiable request is denied with the reason, never fulfilled on a guess.
The system and vendor map is maintained and executed in full; exemptions are recorded with their basis, not silently applied.
The BSS is the system of record for the request; the privacy log is retained for the period the law requires.

Controls

Type and law classification with deadlines.
Risk-based identity and agent verification.
System and vendor map with per-system execution and confirmation.
Exemption recording with basis.
Decision Desk for conflicts and appeals.
Timed response in the required form, BSS write and privacy log.

Clocks and deadlines

Response: Forty-five days from receipt, with one forty-five-day extension on notice where the law allows.
Verification: Proofs chased promptly; the law's treatment of the clock during verification applied.
Record retention: The request log kept for at least twenty-four months, or longer under the policy.

Documents and checks

The request and its classification
The verification and the agent's authority
The system map with each action and confirmation
The exemptions and any decision
The response and the privacy log entry

In the Decision Trace

The classification and the law.
The verification level and result.
Each system's action or exemption, and any decision with the person.

In the Audit Trace

The receipt with time against the deadline.
Each system action with time and confirmation.
The response with time and form.

The handoff

Between the front doorand the back office.

The front door

The privacy page, the app, a call or a letter; the requester proves identity through a link.

The back office

System owners and vendors act through their links; the privacy office decides only conflicts; the log is written from the case.

The Decision Desk

An unclear exemption, a legal hold, a household account with several people's data, or an appeal goes to the privacy office in the Decision Desk with the map and only fulfil, fulfil in part with exemptions stated, deny with reasons and the appeal path, or hold for legal.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

AT&T runs close to 100 processes on Callvu, used by 55,000 agents.

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Questions

What buyers ask next,answered plainly.

How is the requester verified?

At a level proportional to the request: the account's authentication for a logged-in customer, more for deletion or sensitive data, and written authorization plus the customer's confirmation for an agent; an unverifiable request is denied with the reason.

Is everything deleted?

Everything the law allows; records the carrier must keep for billing, legal obligations, security or the telecom retention rules are exempted, with the basis recorded and stated in the response.

What is the deadline?

Forty-five days from receipt under the state laws, with one forty-five-day extension on notice; the clock is on the case from receipt.

Related processes

Do not call and marketing preference Regulator complaint response CPNI consent and opt-out Service and billing address change Try it in the sandbox All telecom processes

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