Are the public allowed to record calls between them and your employees
Dear Executive Office (Northern Ireland),
Are Service Users or the general public allowed to audio-visually record meeting and calls with your staff? If so, do they require permission or are they permitted to do so covertly?
Freedom of Information Act 2000
Public Interest Survey
1 Do you have any guidance or policy for the public or service users to record calls when they speak to your staff
What is your organisations protocol on service users recording calls when they speak to your staff? Please provide a copy of your policy, procedure and guideline notes on this issue.
or call centres Do you Inform Users they can record. If the answer is no what is the reason for this please if so do send me a copy.
Are service users made aware of their right to record the encounter, if they choose to do so? Is this reflected in you policy document on the matter?
2. Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy?
If such a policy contains points of objectionable behaviour such as telephones calls being recorded by the caller due to them being not necessary or unwanted or needed, and furthermore the staff members may feel threatened or apprehensive, are you aware that denying users the right to record calls goes against the current UK laws.
3. Are your policies and procedures compliant with the public right to audio-visually record encounters with your staff, without their consent? If not, will you provide appropriate training for your staff so they are fully informed of the Public right to record?
4. What is our organisations current charging policy for Freedom of Information requests (FOI) or Subject Access Requests (SAR)? If charges are applied are concessions available for those on low income or students?
5. What is your organisations complaints policy? Please can you forward me a copy. Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation.
The Public need to record all calls too many lies now its time for honesty.
Your comments please [email address]
John Jones Researcher
Many thanks for your information request below. In response to your questions please see the answers below.
1. TEO does not have any policy or protocol regarding the recording of telephone calls by members of the public
2. TEO does not have an "Unacceptable Behaviour Policy"
3. TEO's policy or procedures do not include any prohibition on the exercise by a member of the public of any legal entitlement regarding the recording of telephone calls with the department.
4. TEO does not charge the public a fee for FOI requests or SARs. The only time costs will be engaged is when the cost of answering a request is greater than the amount permissible by the legislation. Currently the cost limit for complying with a request or a linked series of requests from the same person or group is set at £600 for government Departments.
5. TEO's complaints procedure can be found on our website at the link below. It does not cover the subject of covert call recordings
I hope this answers your questions
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