Client/Customer Feedback and Complaints

Records relating to the capturing and receiving of feedback/information/data (including complaints) from the university’s clients/customers concerning policies, procedures, business practices, customer service, etc., where not covered by a more specific record title or schedule. Includes, but is not limited to: Thank-you messages, kudos, etc.; Client/customer satisfaction surveys (including the design and distribution of such surveys); Internal and external correspondence/communications relating to complaints, their investigation and resolution. Excludes records covered by Whistleblower Investigations (DAN GS 04004). Note: Retention based on 3-year statute of limitations for personal injury (RCW 4.16.080).