Lesson 16 of 26

Maha handles a privacy complaint

For: Data Protection OfficerAbout 8 min

What you will be able to do

This lesson is for the Data Protection Officer. A customer complains that they still get offer e-mails after unsubscribing. Logging the complaint is an event that starts Maha, the AI agent for privacy governance, by herself: she records the facts, checks the consent and the suppression list, stops the e-mails and drafts the outcome for you. You will log the complaint, answer Maha's questions and read her handover.

Before you start

  • You are signed in as the Data Protection Officer of Meridian Souq Trading LLC.
  • A Meridian Rewards member, LOY-0048213, has e-mailed: they unsubscribed on 2 October and still received offers on 9, 14 and 20 October.

Steps

  1. 1

    Open Data Protection and select Log complaint

    In the left menu, open Data Protection and Complaints & regulator. Select Log complaint. A form opens: Log a complaint or regulator letter.

    • Select Log complaint
  2. 2

    Fill in the complaint

    The source is Data subject. Set the date received to 22 October, 11 in the morning, and type the subject: Still receiving promotional e-mails after unsubscribing. Under complainant, type the member number, and under details say what happened: unsubscribed on 2 October, offers still received on 9, 14 and 20 October, and the member asks what you hold about them.

    • Type Received: 2026-10-22T11:00
    • Type Subject *: Still receiving promotional e-mails after unsubscribing
    • Type Complainant: Meridian Rewards member LOY-0048213
    • Type Details: The member says they clicked unsubscribe in a Meridian Rewards offer e…
  3. 3

    Select Log complaint

    Select Log complaint at the foot of the form. The complaint is in the register, and logging it starts Maha's work by itself.

    • Select Log complaint
    The screen at step 3: Select Log complaint
  4. 4

    See Maha start on the Work page

    In the left menu, under AI team, open Work. A goal about the complaint appears with Maha as the agent.

  5. 5

    Answer Maha's question and go-aheads under Needs you

    Maha checks the member's consent and the suppression list. When she needs you, it waits under Needs you, marked For: data protection officer. First a question, with three points to finish logging the complaint, such as whether to record the withdrawal of the member's marketing consent, and whether the e-mail came from the member's own address. Type your answer: the member objects to marketing e-mails only, and the address matches the member record. Then three go-aheads follow: withdraw the marketing-e-mail consent, update the complaint's details, and add the draft outcome. Read each and select Approve.

    • Type Your answer: (1) They object to Meridian Rewards marketing e-mails (offers and news…
    • Select Send
    • Select Approve
    • Select Approve
    • Select Approve
  6. 6

    Read Maha's handover

    Select Maha's goal. Under Handover she says the complaint is upheld in her draft: the unsubscribe never reached the consent records, so three more offer e-mails went out. She withdrew the marketing consent and put the member on the suppression list, and Samira, the data protection agent, opened an access request for the member's question about what is held. What is not confirmed yet is that the e-mail platform itself has stopped; marketing or IT must check. Under For the checker to do are your steps, ending with sending the reply by 21 November.

How to check it worked

Data Protection, Complaints & regulator lists the complaint. On the Work page Maha's goal shows Handed over; her handover says what she found and changed, that the member is on the suppression list, and that the draft outcome waits for you.

Common mistakes

  • Withdrawing all of the member's consents. They objected to marketing e-mails only; Maha asks before changing anything wider.
  • Sending the outcome without reading it. The reply to the member is the DPO's.

Check your understanding

  1. 1. What starts Maha's work on the complaint?

    1. A.Logging it under Data Protection, Complaints
    2. B.An e-mail to Maha
    3. C.The weekly schedule
    4. D.Nothing
    Show answer

    Answer: A. Logging it under Data Protection, Complaints

    A privacy complaint received is an event that starts the privacy governance agent.

  2. 2. Maha asks whether the member objected to all processing or only marketing e-mails. Why?

    1. A.To delay
    2. B.The answer decides how much is stopped; she does not guess
    3. C.It doesn't matter
    4. D.To close the complaint
    Show answer

    Answer: B. The answer decides how much is stopped; she does not guess

    Agents ask when the facts change what they should do.