How to request deletion

Email support@responder-hq.com from the address on the account, with the subject “Account deletion request”. Tell us:

• the name of your department, and
• whether you want your own membership deleted, or the entire department account.

A whole-department deletion can only be requested by that department’s chief or an authorised officer, since it affects every member’s records.

You do not need to be signed in to make a request, and there is no charge. If you cannot email from the address on the account, say so and we will verify your identity with your department another way.

What gets deleted

When we action a request, we permanently remove:

• your sign-in credentials and account record;
• your personal details — name, email address, phone number, mailing address, and emergency contact;
• your certification and training records;
• your push-notification device registrations and personal calendar feed link.

What is kept, and why

Some records cannot be erased on request, because they are the department’s official records rather than personal profile data:

• Incident reports. Fire incident reports are statutory records. Where a report has been submitted to NERIS, it also exists in that federal system and we cannot remove it from there.
• Attendance and LOSAP points history. Where a department operates a length-of-service award programme, these underpin members’ benefit entitlements.

Where we retain such a record, we disassociate it from your account and reduce the personal detail held to what the record requires. Retention of those departmental records is set by the department and by the law it operates under, not by us.

How long it takes

We acknowledge requests within 5 business days and complete deletion within 30 days. Routine backups are purged on their own cycle, and deleted data is removed from backups within 90 days.

A note on how accounts are created

Responder HQ accounts are not self-service. A department signs up, and members join only by email invitation from their own department. If you simply want to leave a department rather than delete your data, your chief can deactivate your membership from the roster — ask them first, as it is usually quicker.

Questions about this process, or about what we hold, go to support@responder-hq.com. See also our Privacy Policy.