Process: an applicant is requesting to see their letters of reference

If an applicant is on the phone or chat and is requesting to see the content of their LoRs, let them know we no longer provide copies — can use FAQs from Privacy Policy Update section.

If an applicant sends an email and is requesting to see the content of their LoRs:

Use the macro "CS macro - LOR or CASPer request" and delete the unnecessary text.
Submit the ticket as Pending while keeping yourself as the Assignee.
(Optional) If the ticket requires escalation, use the macro text for escalation and assign the ticket as "Open" to Compliance/Ryan Kelly.

Note: This is not the same as a document return request. For example, if a referee asks for a copy of a letter of reference that they provided, this process is still under documents and not to be forwarded to Mary.

However, if an APPLICANT requests to see their LOR's and/or their application data, the CS team, including documents team, must follow this process until further notice.