Caller Line Identification For Outbound Calls

The request was successful.

Dear Leeds City Council,
When your customers receive a telephone call from you the Caller Line Identification (CLI) is presented as 0113 378 3999 on the recipients telephone screen. If the caller does not leave contact details then we do not know who has called us. If we ring this number we do not get to speak to the person who made the call. We are instead met with a meaningless recorded message
Ofcom has published requirements on this matter:

https://www.ofcom.org.uk/__data/assets/p...

Paragraph 2.3 (Legal Context) states:
'CP must ensure that any CLI Data provided with a call includes a valid, diallable telephone
number which uniquely identifies the caller.'

Your current arrangement does not comply with this requirement as the above number does not relate to the person making the call. The number cannot be dialled so we can find out who made the call i.e. the caller hides behind this number.
Therefore please provide me with a copy of your policy on displaying telephone numbers to recipients. Also please provide me with details of the steps you have taken, or plan to take to comply with this Ofcom document.
This should include any emails, correspondence, notes or meeting minutes internally or externally to the Council. These may be held electronically or in other media forms.

Yours faithfully,

Chris Laking

DPFOI, Leeds City Council

Dear Chris

 
Freedom of information request Ref 81296 : Caller Line
Identification For Outbound Calls

 

Thank you for your request for the above information which we
received on 06 November 2018. We will respond to your request in
accordance with the Freedom of Information Act 2000, or the
Environmental Information Regulations 2004.

 

Your request has been assigned to one of our officers who will
arrange a response within the appropriate statutory time limit.

 

Please remember to quote reference number FOI 81296 in any future
communications.

 

Kind Regards

 

Malika Doust

Information Governance Support Officer

Information Governance and Managements Team (City and Communities)

Digital Information Service

 

 

 

 

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IMG.CC.requests, Leeds City Council

Dear Chris,

 

Having contacted the relevant services, please see the below response.

 

Leeds City Council does not currently have a policy on displaying
telephone numbers to recipients. We appreciate that there is guidance
provided by Ofcom and this will be taken into account when establishing a
change in practice moving forward.

 

I can confirm there are no emails, correspondence, notes or minutes held
internally or externally to the Council. The decision around the telephone
service set-up and what message to display on the line was made via a
project group some years ago. There are no records of the decision-making.

 

I trust that this response is satisfactory. If however you are
dissatisfied with this response you have a right to appeal to an
independent officer within the directorate. They will re-examine your
request and assess whether we have adhered to the requirements of the act.
Should you wish to follow this course of action please address your
concerns in writing by emailing [1][email address].

 

You also have a right under Section 50 of the Freedom of Information Act
to ask the Information Commissioner to decide whether we have met with our
obligations under the act.  The Commissioner has however made it clear
that she expects all applicants to exhaust internal appeals procedures
prior to making such an application. Should you wish to contact the
Commissioner’s office then you can write to the following address:

 

Office of the Information Commissioner, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF.

 

You may also contact the Commissioner via her website at [2]www.ico.org.uk

 

I trust that this is self-explanatory.  If you have any queries please
contact me.

 

Regards

 

 

Saleem Aziz

Information Governance Officer

Digital and Information Service

 

t: 0113 37 87891

e: [3][email address]

e: [4][email address]

w: [5]www.leeds.gov.uk 

 

 

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