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Privacy notice for call recordings

This privacy notice explains how we use data provided in recordings of phone calls.

Why do we record calls?

  • to assist in the quality monitoring of staff performance
  • to investigate and resolve complaints
  • for the detection, investigation and prevention of crime (including fraud)
  • to take actions to protect staff from abusive callers
  • to help make service improvements

What personal data will we collect during the call?

The following information is likely to be requested so that we can help you:

  • Name
  • Address
  • Contact details if we need to keep in contact with you

There may be occasions where a caller might volunteer personal data about themselves which is classed as special data such as:

  • Health or medical data
  • Ethnicity
  • Religious beliefs
  • Sexual orientation
  • Criminal information

If the Customer Services Team transfer a call to a different team, the call will continue to be recorded.

Payment card details taken over the phone

If you are making a payment over the phone, we will stop the call recording when you provide your payment card details in line with the Payment Card Industry Data Security Standard (PCI DSS).

Sharing your personal data

We might need to share a call recording for the following reasons:

  • for training purposes
  • to respond to a complaint
  • to assist the police or other law enforcement body with an investigation
  • to assist with fraud investigations
  • if the call is needed for Court proceedings
  • where we have a concern about your and/or another person's wellbeing

Our legal basis for processing personal data

Article 6 (f) – for the purposes of our legitimate interest (we can use ‘legitimate interests’ if we can demonstrate that the processing is for purposes other than for performing our tasks as a public authority). In this context, our objectives include:

  • ensuring you receive a quality service from us;
  • protecting our staff’s personal safety and welfare

The legal basis for processing 'special category' personal data is:

Article 9 (g) – reasons of substantial public interest under the laws that apply to us where this helps to meet our broader social obligations such as where it is necessary for us to fulfil our legal obligations and regulatory requirements. 

Can a caller ask for a call not to be recorded?

Teams will either be able to switch off the call recording when you are connected, or arrange for our IT team to delete the call. Please note there may be occasions where the call will not be able to be deleted depending upon the context/content of the call.

How long do we keep call recordings?

All call recordings are held securely.  

Unless there are circumstances which prevent this, calls will be deleted after three months.

Further information

For more information about the council as a data controller, your data rights, how to obtain a copy of your data and how to contact our Data Protection Officer, please see our Data Protection Privacy Notice.