Do you allow the public to record their calls with you ?

Response to this request is long overdue. By law, under all circumstances, Poole Borough Council should have responded by now (details). You can complain by requesting an internal review.

Dear Poole Borough Council,

1) Are Service Users clients customers 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? For eg with staff social workers police etc.

2) Do you have any guidance or policy for the public or service users to record calls when they speak to your staff

3) What is your organisations protocol on service users recording calls when they speak to your staff or call centres? Please provide a copy of your policy, procedure and guideline notes on this issue.

4) 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.

5) 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?

6) Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy? Regarding court staff the public or the court itself.

7) 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.

8) 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? If so what law guides you a link or copy please.

9) 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?

10) 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?

Yours faithfully,

Andrew Peacher

Strategy Team - Information, Poole Borough Council

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Strategy Team - Information, Poole Borough Council

1 Attachment

Dear Mr Peacher

 

Thank you for your request submitted under the Freedom of Information Act.

 

This is a duplicate of a request we received from yourself on 11/10/2018,
which we have logged under reference 670.  We hope to the in a position to
provide a response by 08/11/2018, we will only send one response.

 

Kind regards

 

Information Governance Team

 

[1]working%20together%20email%20signature

 

 

 

 

From: Andrew Peacher [mailto:[FOI #527201 email]]
Sent: 18 October 2018 13:21
To: Strategy Team - Information
Subject: Freedom of Information request - Do you allow the public to
record their calls with you ?

 

Dear Poole Borough Council,

 

1)         Are Service Users clients customers  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?  For eg with
staff social workers police etc.

 

2)         Do you have any guidance or policy for the public or service
users to record calls when they speak to your staff

 

3)         What is your organisations protocol on service users recording
calls when they speak to your staff or call centres? Please provide a copy
of your policy, procedure and guideline notes on this issue.

 

4)         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.

 

5)         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?

 

6)         Does your organisation have an “Unacceptable Behaviour” policy?
If so, please can you provide me with a copy? Regarding court staff the
public or the court itself.

 

7)         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.

 

8)         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? If so what law
guides you a link or copy please.

 

9)         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?

 

10)      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?

 

Yours faithfully,

 

Andrew Peacher

 

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