Freedom of Information
xxx@xxxxx.xxx.xx
Team
www.gov.uk
Correspondence Unit
9 Downing Street
SW1A 2AG
Andrew Peacher
Via: request524840xxxxxxxx@xxxxxxxxxxxxxx.xxx
Our ref: DEX001478
05 November 2018
Dear Andrew Peacher,
We refer to your request of 08/10/2018, where you asked:
1 Do you have any guidance or policy for the public or service users
to record calls when they speak to your staff your call centres or in
person .Do you Inform The Public Users they can record. If the
answer is
no
what
is
the
reason for this please if so do send me a copy
of why you don’t inform the callers they can record but not to publish a
call.
2 if You have a Unacceptable Behaviour Policy and Procedure can
you tell me if one of these are to object to telephone calls being
recorded by the caller due to it being not necessary or unwanted or
indeed the staff member feels threatened can you explain why you
would have such Unacceptable Behaviour Policy and Procedure that
goes against current uk law. If there is no policy why not or how do I
find out why ? The Public need to record all calls to help them in
cases where public servants have lied or due to lack of training make
these customers disadvantaged in some way. Is being vexatious
unacceptable behaviour how many times have you used this policy in
a case and
finally the landmark ruling in this case Dransfield vs Exeter
Council is it fair to blame a person for being vexatious rather than
just simply leaving
their
name
out of it as a example mr blogs commits
fraud then the fraud policy is called mr blogs.
3. Are your staff the majority of them who answer public calls or when
meeting a member of public are staff aware of the policies and the
laws ref telephone recordings using the relevant laws laid down by
legislation. if the answer is no why not. This sort of training
awareness is needed as most call centres social workers teachers
police members of parliament are not aware recordings are aloud will
you highlight the public is ok to record a 2 way call or will you let the
confusion continue.
4 If you have no policy advice or framework for the above will you
develop a policy etc if there is a policy send me one pls. Will you
encourage the public to record a 2 way conversation if the answer is
no why not.
5 What are your organizations views on charging the public in foi
requests and data protection and subject access requests should their
information request be free.
What happens in a situation a benefit claimant or non waged person
needs information what do you do to help them or someone who has
no spare income. Is it fair if the public record you then they should
charge you for a copy of the recording or video the same fee you
charge them. Any tips and comments will help the public understand
the UK’s public servants and business policies ref this subject.
6 What do you do and what is your policy when a serious complaint
against a
staf
f member
is
made
when
a person complains about wrong
doing and has evidence of foul play in your organization will you
accept covertly or permission based Audio or video evidence in the
case. We know you have a complaints policy does this include this
question.
Do you Fully investigate under public interest laws and take note of
any criminal charges.
if the answer is no why not. Do send me a copy of the policy.
7 if we was out of the european union via brexit would the above
answers be different if so how and if not why not.
The Public need to record all calls too many lies now it’s time for
honesty.
Selflessness. Holders of public office should act solely in terms of the
public interest.
Integrity. Holders of public office must avoid placing themselves under
any obligation to people or organisations that might try
inappropriately
to influence them in their work. ...
Objectivity. ...
Accountability. ...
Openness. ...
Honesty. ...
Leadership.
I have dealt with your request under the Freedom of Information Act 2000 (‘the
Act’). The Department for Exiting the European Union (DExEU) holds some
information in respect to question 5 of your request. We are not able to answer the
the rest of your request for information as this is not held by DExEU.
The Department for Exiting the European Union was created to help Whitehall
coordinate the UK’s Exit from the European Union. We do not have a call centre or
direct telephone lines for the public to contact us therefore we do not have
policies/guidance related to this. We communicate with the public through
correspondence or Freedom of Information requests. The department does not
charge the public to submit or process Freedom of information or Subject Access
Requests.
If you have any queries about this letter, please contact the FOI team. Please
remember to quote the reference number above in any future communications.
If you are unhappy with the service you have received in relation to your request or
wish to request an internal review, you should write to xxx@xxxxx.xxx.xx or:
Freedom of Information Team (internal review)
Department for Exiting the European Union
9 Downing Street
SW1A 2AG
You should note that DExEU will not normally accept an application for internal
review if it is received more than two months after the date that the reply was issued.
If you are not content with the outcome of your internal review, you may apply directly
to the Information Commissioner for a decision. Generally, the Commissioner cannot
make a decision unless you have exhausted the complaints procedure provided by
DExEU. The Information Commissioner can be contacted at:
The Information Commissioner’s Office
Wilmslow
Cheshire
SK9 5AF
Yours sincerely,
Freedom of Information Team, DExEU.