Are the public allowed to record calls between them and your employees

John Jones Researcher made this Freedom of Information request to Government Equalities Office

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

John Jones Researcher

Dear Government Equalities Office,
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?
FOI Request.

Freedom of Information Act 2000
Public Interest Survey

http://www.freedomtalkradio.co.uk/uk-sur...

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]

Yours faithfully,

John Jones Researcher

ACCOUNT, Unmonitored,

Thank you for contacting the Department for Education. We can confirm that
we have received the Freedom of Information request you submitted.

We will respond to you within 20 working days.

 

ACCOUNT, Unmonitored,

7 Attachments

Dear Mr Jones

 

Thank you for your requests for information under the Freedom of
Information Act 2000, which were received on 06 October 2018 and 08 of
October 2018. Please note both of these requests have been treated as one
case due to their similarities. I apologise for the delay in
responding. You wrote:

 

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.

 

6  What do you do and what is your policy when a serious complaint against
a staff 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.

  

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.

 

 

For points 1 and 3 of your request, following a search of the Department’s
paper and electronic records, I have established that this department does
not hold the information you requested. None of our policies refer to
customers recording calls.

 

For points, 2, and 5 the department has decided that the public interest
lies in disclosing the information you requested.

 

I enclose copies of the information in relation to these points, namely:

 

·       - Vexatious customer policy for correspondence across DfE
including its executive agencies ‘How to deal with serial correspondents
April 2018’

·       - Service complaints policy across DfE including its executive
agencies ‘Dealing with Customer Complaints March 2017’

·       - The Standards and Testing Agency (STA) Helpline contractor’s
policy ‘Customer Complaints Handling – Abusive Customers’

·       - The section of the Department for Education National Helpline’s
guidance on dealing with aggressive callers

 

I also refer to point 4 of your request, the answer to which is the
department does not currently charge to answer information requests under
the Freedom of Information Act 2000 or the Data Protection Act 2018.

 

For point 6, the department has decided that the public interest lies in
disclosing the information you requested.

 

I enclose copies of the information in relation to this point, namely:

 

·       - The Standards of Behaviour, which references how staff should
act when doing business

·       - The process for investigating disciplinary action across DfE
including its executive agencies ‘How to investigate discipline cases’

·       - The full discipline guidance covering DfE and its executive
agencies

 

The information supplied to you continues to be protected by copyright.
You are free to use it for your own purposes, including for private study
and non-commercial research, and for any other purpose authorised by an
exception in current copyright law. Documents (except photographs) can be
also used in the UK without requiring permission for the purposes of news
reporting. Any other re-use, for example commercial publication, would
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Most documents produced by a government department or agency will be
protected by Crown Copyright. Most Crown copyright information can be
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Copyright in other documents may rest with a third party. For information
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If you have any queries about this letter, please contact me. Please
remember to quote the reference numbers 2018-0039847 and 2018-0039837 in
any future communications.

 

If you are unhappy with the way your request has been handled, you should
make a complaint to the Department by writing to me within two calendar
months of the date of this letter.  Your complaint will be considered by
an independent review panel, who were not involved in the original
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Yours

Mr J Bolton

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