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

John Jones Researcher made this Freedom of Information request to Stevenage Borough Council

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.

John Jones Researcher

Dear Stevenage 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?

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

Yours faithfully,

John Jones Researcher

FOI, Stevenage Borough Council

Dear Mr Jones

Thank you for your recent request for information, which is now being handled in accordance with the Freedom of Information Act 2000. Your reference number, should you wish to note it, is 24262

The Council will provide you with the information requested by 15 November 2018, unless there is a legitimate reason preventing its release.

If the Council is unable to provide the information, you will be informed of the reasons in writing.

Yours sincerely

Thomas Sloan
Customer Insight Advisor
Corporate Projects, Customer Services & Technology

Stevenage Borough Council | Daneshill House | Danestrete | Stevenage | SG1 1HN
S 01438 242242
[email address]
www.stevenage.gov.uk

Follow us on Twitter - http://twitter.com/stevenagebc
Like us on Facebook - http://facebook.com/sbc

Our Privacy Policy has been updated to reflect changes to data protection legislation and can be viewed at www.stevenage.gov.uk/privacy-policy

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FOI, Stevenage Borough Council

1 Attachment

Dear John Jones

 

Please see below/attached the response to your FOI request

 

Kind regards

 

Thomas Sloan

Customer Insight Advisor

Corporate Projects, Customer Services & Technology

 

Stevenage Borough Council  |  Daneshill House | Danestrete | Stevenage
| SG1 1HN

(  01438 242242

*  [1][email address

ü  [2]www.stevenage.gov.uk 

 

 Follow us on Twitter - [3]http://twitter.com/stevenagebc

Like us on Facebook - [4]http://facebook.com/sbc

 

Our Privacy Policy has been updated to reflect changes to data protection
legislation and can be viewed at www.stevenage.gov.uk/privacy-policy

 

From: Sbc-Website
Sent: 22 October 2018 13:03
To: FOI
Subject: Complaint Form Submitted for ref F/24262/S1/18

 

Form: Feedback Logging Email generated by Eform

Ref ID: F/24262/S1/18
[5]Click here to go to the monitoring screens

Service area: CSC

Feedback raised by: Customer

Resolution deadline date : 16/11/2018
*******************************************************************

Person central to feedback
*******************************************************************

Submitted By: Mr John Jones

Address:

Stevenage
Herts

Home Tel:
Work Tel:

Email: [FOI #527628 email]

Aware of Privacy Poilicy: Y
*******************************************************************
Person who raised feedback on their behalf
*******************************************************************

Address:

Stevenage
Herts

Work Tel:
Home Tel:

Email:

************************************************************
Discriminated against? : Don't Know
Discrimination type:
Discrimination additional details:

************************************************************
ISSUE
************************************************************

Type of Issue: FOI
Date received: 22/10/2018
Format received: Email

Details: Dear Stevenage 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.
Yes

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

No

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.
None
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.
No
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?
No
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.
No
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.
Yes
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.
N/A
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?
No charge for FOI requests
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?
The policy is attached

 

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

Yours faithfully,

John Jones Researcher

Resolution Requested: Send information

Action so far:

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PREVIOUS CASE INFORMATION

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