What is a Full Service Request?
Tracument obtains the records for you, from start to finish
A Full Service Request (FSR) is Tracument's managed records service. You enter the request once. From there, Tracument's Records Clerks handle the work with the record holder: sending the request, following up, dealing with invoices and payment, and uploading the records to you.
What Full Service can request
- Any type of record held in Canada, including medical and hospital records, police reports, government records (such as OHIP), insurance files, employment files, school records and many more.
- Canadian record holders only.
How a request moves from start to finish
| Step | What happens | Who does it |
|---|---|---|
| 1. Submit | You create the request and choose the authorization and service level | You |
| 2. Review | We check that the record holder will accept it. Reviewed within 1 business day | Tracument |
| 3. Send | The request goes to the record holder by fax, mail or email | Tracument |
| 4. Follow up | Written reminders and phone calls on a set schedule | Tracument |
| 5. Invoice | If the record holder charges a fee, we upload the invoice for you to approve or auto-approve, then send payment | You approve, Tracument pays |
| 6. Records | We upload the records to your request and notify you | Tracument |
| 7. Download | You download the records within 120 days | You |
What you need to do
Most of the work is ours, but some steps need you:
- Before submitting: a complete Matter, with your client's signature on file (see “Setting up your client's signature in the Matter”).
- During the request: approve invoices and answer any questions from the record holder quickly. Work pauses until you do.
- At the end: download the records within 120 days.
Key terms
| Term | Meaning |
|---|---|
| Record Holder (RH) | The organization that holds the records, such as a clinic, hospital or insurer |
| Records Clerk (RC) | The Tracument team member working on your request |
| TR number | Your request number, for example TR123456. Use it whenever you contact us |
| Workspace | The page for a single request, where all its details and its history are shown |
| Verified Organization | A record holder whose contact details and requirements we have checked. Shown with a checkmark |
Common questions
How long will it take? Record holders set their own timelines, so we cannot promise a date. What you choose is how often we follow up (see “Choosing a service level: Regular, Accelerated or Urgent”). You can see every step we take in the request's Events.
Can I send the request myself instead? Yes. Full Service is for when you want Tracument to manage the whole process. [Link to the Request Automator articles]
Related articles: “How to create a Full Service Request” · “Choosing a service level: Regular, Accelerated or Urgent” · “Where is my request? Request statuses explained”