Department of Health eavesdropping on telephone conversations

J Roberts made this Freedom of Information request to Parliamentary and Health Service Ombudsman

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 partially successful.

Dear Parliamentary and Health Service Ombudsman,

You have disclosed:

"On 12 June 2014, 4 senior officials from the Department of Health listened to calls on our customer helpline as part of improving the health service complaints system."

https://www.whatdotheyknow.com/request/c...

In the same response you also disclosed:

"Legislation governing the recording and monitoring of telephone calls do not require us to obtain consent from callers, as the processing of personal information (and sensitive personal information) is necessary to exercise our statutory function."

This response leads me to believe that you did not not obtain consent from the callers for the 4 senior officials from the Department of Health to eavesdrop on their conversations.

1. Was consent obtained?

2. Please provide any information you hold created by either yourselves or the Department of Health "as part of improving the health service complaints system" that originated as a consequence of the eavesdropping.

Yours faithfully,

J Roberts

foiofficer, Parliamentary and Health Service Ombudsman

Thank you for your e-mail to the Parliamentary and Health Service
Ombudsman. This return e-mail shows that we have received your
correspondence.

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foiofficer, Parliamentary and Health Service Ombudsman

Dear J Roberts

 

Your information request – our reference: FDN 208836

 

I am writing in response to your Freedom of Information request dated 29
November 2014 in which you asked:

 

You have disclosed:

"On 12 June 2014, 4 senior officials from the Department of Health
listened to calls on our customer helpline as part of improving the health
service complaints system."

In the same response you also disclosed:

"Legislation governing the recording and monitoring of telephone calls do
not require us to obtain consent from callers, as the processing of
personal information (and sensitive personal information) is necessary to
exercise our statutory function."

This response leads me to believe that you did not obtain consent from the
callers for the 4 senior officials from the Department of Health to
eavesdrop on their conversations.

1.  Was consent obtained?

2.  Please provide any information you hold created by either yourselves
or the  Department of Health "as part of improving the health service
complaints system" that originated as a consequence of the eavesdropping.

As explained in our previous response to you, we did not obtain consent
from the callers as the Ombudsman’s governing Acts, the Health Service
Commissioners Act 1993 and the Parliamentary Commissioner Act 1967 enables
PHSO to share information for the purposes of carrying out her role. Our
previous response to you can be accessed using the following link:
[1]www.whatdotheyknow.com/request/customer_service_helpline_and_co#comment-51955.

 

With regard to question two, I can confirm we do not hold any recorded
information in relation to your question.

 

I hope the information is helpful.

 

Yours sincerely

 

 

 

Sohifa Kadir

FOI/DP Officer

Parliamentary and Health Service Ombudsman

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All email communications with PHSO pass through the Government Secure
Intranet, and may be automatically logged, monitored and/or recorded for
legal purposes.
The MessageLabs Anti Virus Service is the first managed service to achieve
the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK
Government quality mark initiative for information security products and
services. For more information about this please visit www.cctmark.gov.uk

References

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1. http://www.whatdotheyknow.com/request/cu...