Call recording policy

1. Purpose

This policy outlines the practices and principles regarding the recording, storage, and use of telephone calls made to and from the organisation. It ensures compliance with data protection legislation, supports quality assurance, and provides guidance on how recordings may be used.

2. Scope

This policy applies to all incoming and outgoing telephone calls made to and from the organisation’s telephone systems that are subject to recording. It covers general enquiries and specific service areas including revenues and benefits.

3. Objectives

  • Improve service delivery through training and quality management
  • Maintain accurate records of conversations
  • Protect staff and customers
  • Support investigations and provide evidence where necessary, including legal proceedings

4. Call recording

Calls may be recorded for:

  • monitoring and improving customer service quality
  • staff training and development
  • verifying information provided during calls
  • investigating complaints or disputes
  • providing evidence in the event of legal action

Callers will be informed at the beginning of each call that the conversation may be recorded.

5. Retention periods

Call recordings will be retained in accordance with the following schedule:

General enquiries are retained for a period of 3 months from the date of the call.

Revenues and benefits calls are retained for a period of 12 months from the date of the call.

After these periods, recordings will be securely deleted unless they are required for ongoing investigations or legal proceedings.

6. Access and security

Access to call recordings is strictly limited to authorised personnel only. All recordings will be stored securely with appropriate technical and organisational measures in place to prevent unauthorised access or disclosure.

7. Use in legal proceedings

In cases of legal action or formal complaints, call recordings may be retained beyond the standard retention periods and used as evidence. Access to such recordings will be restricted and managed according to legal requirements and internal procedures.

8. Data subject rights

Individuals have the right to request access to personal data held about them, including call recordings, under relevant data protection laws. Requests should be made in writing and will be handled in accordance with the organisation’s Data Protection Policy.

9. Review

This policy will be reviewed annually or in response to changes in legislation, regulation, or business needs.