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Request and complaint log

Part of the Monthly DPO support worked example for Quillmarrow Supplies Pte. Ltd. (fictional). Read it here in full or download the files.

Fictional organisation, illustrative only, not a client case study

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C3 · Request and complaint log
OrganisationQuillmarrow Supplies Pte. Ltd. (fictional)
DocumentC3 · Request and complaint log
Version1.0
Date5 February 2027 (illustrative)
Prepared byAlex Lew, reviewer and sign-off
Client approver (role)Head of Operations (DPO)
LabelFictional organisation, illustrative only, not a client case study

1. Targets used

Quillmarrow’s target is to acknowledge requests within 3 working days and respond within 30 days, aiming to respond as soon as reasonably possible. The response target is Quillmarrow’s own working target; it should not be treated as a reason to delay a response that can be given sooner.

Under B6, marketing withdrawals are to be stopped within 10 working days. If more time is needed to respond to an access or correction request, the person is told in writing when a response will be given. The DPO confirms the timing for any such case with Quillmarrow's lawyer.

C3 continues the B7 log. The table following this introduction records AR-07 to AR-14, including the relevant dates, outcomes and owners.

2. The quarter in numbers

Measure Count
Received 8
Access 4
Correction 2
Withdrawal 1
Complaint 1
Responded within 30 days 7 of 7 closed
Acknowledgements late 1 (AR-13)
Open 1 (AR-14, due 19 February 2027)

The access entries are AR-07, AR-11, AR-12 and AR-14. AR-14 remained open at 31 January 2027 and was within its response target. AR-13 was acknowledged late but the correction response was on target.

3. What changed because of the log

Following the delay in forwarding AR-06, DV-01 agreed to forward requests within one working day. AR-12 shows that DV-01 forwarded the later Malaysia delivery-record request within that agreed time.

AR-13 reached a sales mailbox and was acknowledged late. The resulting shared-mailbox forwarding rule was recorded in B7 v1.1 under PC-09: request-like emails are forwarded to the DPO.

For AR-10, the Head of Marketing and DPO recorded the complaint and the DNC check result. The number was added to Quillmarrow’s internal do-not-call list on the day the complaint was received.

4. Who approves responses

The DPO oversees the log and approves responses where indicated in the individual record. The relevant business owner handles or supports the response according to the entry: for example, the HR Manager for HR matters and the Sales Manager for AR-13. The reviewer may review records and advise but does not approve responses for Quillmarrow. Any uncertain legal point should be referred to a Singapore-qualified lawyer.

The log follows.

Request and complaint log (AR-07 to AR-14)

IDTypeReceivedChannelRequesterRequestID checkAcknowledgedAck on targetOutcomeRespondedDaysWithin 30 daysApproved byNotes
AR-07Access3 Nov 2026Email to the DPO addressWeb-shop customerCopy of order history and marketing dataLogin to the web-shop account to send the request, plus confirmation of the delivery postcode4 Nov 2026YesCopy of order history and marketing preference record provided by secure download link17 Nov 202614YesDPOClosed on target under B7.
AR-08Withdrawal of consent9 Nov 2026Email to the DPO addressMarketing contactWithdraw marketing consentNot needed: withdrawal only11 Nov 2026YesSuppressed in MailBurst11 Nov 20262YesHead of MarketingSuppression and acknowledgement completed within the B6 target.
AR-09Correction24 Nov 2026Email to HRFormer employeeCorrect postal address in PeopleDeskMatched to the former employee's personal email held in PeopleDesk26 Nov 2026 (with the correction)YesAddress corrected and confirmed26 Nov 20262YesHR ManagerClosed on target under B7.
AR-10Complaint4 Dec 2026Phone call to Customer Service, logged by the DPOSME ownerComplaint about a telemarketing call to their mobileNot needed: complaint about a call; mobile number matched to the campaign call record4 Dec 2026YesNumber added to Quillmarrow's internal do-not-call list the same day; reply sent9 Dec 20265YesDPO with Head of MarketingDNC check record showed the number was not registered at the check date. One complaint in the period.
AR-11Access7 Dec 2026Showroom counter, written formCustomerCCTV footage of a 2 October showroom visitPhoto ID checked at the showroom counter by the Showroom Supervisor8 Dec 2026YesTold in writing that no footage was held14 Dec 20267YesDPOFootage had already been overwritten under the about-30-day cycle before the request arrived.
AR-12Access16 Dec 2026 (DV-01 received it 15 Dec)Request to DV-01, forwarded to QuillmarrowMalaysia customerCopy of delivery recordsOrder number and delivery address matched against ShopCloud order records17 Dec 2026YesDelivery records provided6 Jan 202721YesDPODV-01 forwarded the request on 16 Dec, within the one working day it agreed on 25 Nov 2026 (DA-05).
AR-13Correction5 Jan 2027Sales mailboxB2B contactCorrect email addressReply sent to the email address on the B2B account record, confirmed by the account holder12 Jan 2027NoEmail address corrected in ShopCloud and MailBurst12 Jan 20277YesSales ManagerAcknowledgement took 5 working days, late against the 3-working-day target. Shared mailboxes now forward request-like emails to the DPO; see B7 v1.1 and PC-09.
AR-14Access20 Jan 2027Email to the careers addressUnsuccessful job applicantInterview notesMatched to the email address and application reference used for the application21 Jan 2027YesOpen at 31 Jan 2027OpenOpenOpenHR Manager with DPOOpen within target at 31 Jan 2027; due 19 Feb 2027.

Review and sign-off

Step Who Date
Log checked against the request files Head of Operations (DPO) 31 January 2027
Log reviewed at the January check-in DPO and COO, with the reviewer 5 February 2027
Log approved as the record for the quarter Head of Operations (DPO) 5 February 2027

Next update: AR-14 is due on 19 February 2027; its outcome will be added before the March check-in.

About this sample

Fictional organisation, illustrative only, not a client case study. Quillmarrow Supplies Pte. Ltd., its people, vendors, findings and dates are invented. Nothing in this document reports a client result.

I personally review and sign off every deliverable. You appoint your own DPO. I support them.

This is practical compliance support, not legal advice. For legal advice, use a Singapore-qualified lawyer.

What's not included

  • Acting as, being named as or replacing your DPO.
  • Legal advice, legal representation or submitting regulatory notifications on your behalf.
  • Certification or a guarantee of compliance.
  • An emergency hotline or a substitute for your own incident-response arrangements.
  • Forensic investigation, penetration testing, security engineering or administering your systems.
  • Holding your customer database or making changes to live systems.
  • Rebuilding the whole PDPA programme, a new AI governance review or a major new project (these need a separate scope and quote).
  • Healthcare-sector work or on-site delivery.

Questions about this sample: DM @alewyl1 on X, or ask for a free intro call (coffee chat).
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