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

John Jones Researcher made this Freedom of Information request to St Helens Metropolitan 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 St Helens Metropolitan 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

Contact Centre, St Helens Metropolitan Borough Council

Dear John Jones

Thank you for your recent request for information, which will be treated
as a request under the Freedom of Information Act 2000/Environmental
Information Regulations 2004 (EIR).

Your enquiry has been given a reference number 20181022-00228-1. Please
quote this reference in any future correspondence with us concerning this
matter.

If the information you are requesting falls under EIR (see [1]here for
more details) then a charge may be applicable in line with [2]guidance
from the Information Commissioner's Office. Once your request has been
reviewed you will be informed of an appropriate charge that may be
applied.

In accordance with the Act, a response will be sent to you within 20
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of an applicable payment.

Kind regards,
St. Helens Council
01744 676789

------------------------ Original Email -------------- Received On:
20/10/2018 10:30:37 GDT
Subject:Freedom of Information request - Do you allow the public to record
their calls with you ?

Dear St Helens Metropolitan 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 b .Unacceptable
Behaviourb . 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...
d-public-servants-and-business-for-personal-use-in-the-uk/ Yours
faithfully, John Jones Researcher
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St.Helens Council, St Helens Metropolitan Borough Council

1 Attachment

Hi,

 

Please find attached our response to your request for information.

 

Regards,

 

St Helens Council

If you disagree with our decision or are otherwise unhappy with how we
have dealt with your request, in the first instance please write to St
Helens Council, Internal Audit, Town Hall, Victoria Square, St Helens,
Merseyside WA10 1HP.
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Section 50 of the Freedom of Information Act to appeal against the
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