Client/Customer Feedback and Complaints

Who can use this?

All Offices

This is part of the WWU General Records Retention Schedule.  

Record Description:

Records relating to the capturing and receiving of feedback/information/data (including complaints) from the agency’s clients/customers concerning policies, procedures, business practices, customer service, etc., where not covered by a more specific records series.
 
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, mediation, 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).

Retention Requirement: 3 years after feedback received/resolution of complaint

Disposition after Retention: Destroy

Record Status: NON-ESSENTIAL, NON-ARCHIVAL

Disposition Authority Reference: GS 09016.0001.19369

Approved by State Records Committee: 2024 October 02

Last Updated / Revised by UARM:

Function: Public Services