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Just 30% of organisations respond to customer data requests within GDPR timeframe

23 November 2018

Six months on from the General Data Protection Regulation (GDPR) coming into effect, more than two-thirds of organisations are responding to customer data requests late, according to new global research by Deloitte.

The survey of 1,100 organisations found that customer data requests, such as opting out of direct marketing and the right to erasure, are typically dealt with beyond the set timeframe of one month.

Peter Gooch, cyber risk partner at Deloitte, said:

“Six months in, what is clear is that some organisations are still grappling with the implementation of their GDPR compliance. Given the complexities of such programmes and increased consumer awareness of such requests, we would expect some bedding-in time. However, our research found that a fifth of organisations only aimed for bare minimum compliance back in May, which may be indicative of the delays some customers are currently experiencing.

“That said, 33% of organisations surveyed continue to invest in their privacy practices, including in technology and talent. Since May, 70% of organisations surveyed have seen an increase in staff who are either partly or fully focussed on GDPR compliance. For many, this included the recruitment of a dedicated Data Protection Officer (DPO). Of the countries surveyed, the UK leads in this respect, with 92% of respondents assigning a DPO.

“Overall, organisations are taking the right steps in continuing their GDPR implementation and the majority (92%) felt confident in demonstrating their ability to conform in the long-term. In the immediate term, though, many will need to address today’s pressure to respond to data requests. This is particularly the case as online tools, enabling consumers to make mass data requests, increase in popularity. Those that are currently responding with some delay will need to take a more customer-centric approach, not only to meet the existing volume, but also the influx of requests these tools could create.”


About the survey
Deloitte’s General Data Protection Regulation (GDPR) survey is based on 1,100 responses from individuals with some involvement in GDPR within their organisations. The organisations themselves span across 11 countries, including: UK, US, Canada, Spain, Italy, Netherlands, France, India, Sweden and Australia.

About Deloitte
In this press release references to Deloitte are references to Deloitte LLP, which is among the country's leading professional services firms.

Deloitte LLP is the United Kingdom member firm of Deloitte Touche Tohmatsu Limited (“DTTL”), a UK private company limited by guarantee, whose member firms are legally separate and independent entities. Please see for a detailed description of the legal structure of DTTL and its member firms.

The information contained in this press release is correct at the time of going to press.

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Member of Deloitte Touche Tohmatsu Limited

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