ST80 – Student Services [DRAFT]

Records of non-academic support services to students not classified with a more specific records class.

This records class includes Personal Information Banks.

Related Records | Responsible Unit | Information Steward | Information Confidentiality Classification | Retention | Disposition | Authority | Retention Rationale | Personal Information BanksVersion Information

Content & Scope

Examples of support services for students include: orientation and referral to available resources, international student support, academic skills development not associated with a specific academic program, and personal development services. Records of the associated service interactions with students are not part of the student’s academic record.

This class excludes records of academic and co-op advising, career education and counselling, services provided by the University’s health care practitioners, and records classified in the Campus Services (CS) function or another more specific records class (e.g., HS10 – Persons with Disabilities Clients Files for AccessAbility Services).

The records include: service or process documentation; staff training documentation; studies, briefing notes and progress reports; records of quality assurance processes; records of collaborations with partnering units; service/process improvement requests and associated records in issue-tracking systems; self-service and other forms completed by students detailing their service request or need; appointment scheduling and queueing data; referrals to other University offices  for additional assistance; service interaction/interview summary notes; email, instant messaging, voice and video communication with students.

Related Records

  • For records of academic and co-op advising for individual students, see ST20 – Student Records.
  • For career education and counselling records, see TL80 – Career Education & Development.
  • For records of services provided by University health care practitioners, see the appropriate records class in the Health, Safety & Security (HS) function.

Responsible Unit

  • Student Success Office.
  • Other units providing support services to students, where the records are not within the scope of a more specific records class.

Information Steward

  • Associate Provost, Students, for records of services provided by the Student Success Office.
  • All other records: the relevant information steward for the functional area of administration of the unit providing the service (consult the directory of information stewards for more information).

Information Confidentiality Classification



Minimum of 1 year and no more than 7 years after last administrative action. Units should document the specific retention periods within this range that they are using for their records (contact the University Records Manager for assistance, if required).


Anonymized data derived from these records may be retained by the University until superseded or obsolete.


Secure destruction.


Responsible Units should document the disposal/destruction of official records using the University records destruction form or equivalent documentation, to verify that we are following our records retention rules.


  • University of Waterloo Act, 1972.
  • Freedom of Information and Protection of Privacy Act, R.R.O. 1990, Reg. 460, s. 5 (1).

Retention Rationale

Retention is based on operational use and regulations to the Freedom of Information and Protection of Privacy Act requiring that personal information be retained for a minimum of one year after its use, unless the individual to whom the information relates consents to its earlier disposal (RRO 1990 Reg 460, s 5(1)).

Personal Information Banks

Information in service transaction records includes: student’s name, ID number, faculty, program, address, e-mail, telephone, signature, and details of the service requested and provided.

Under Review Date

28 January 2020