Does the staff know the correct policies laws when customers record them it is legal in the uk

The request was partially successful.

John Jones Researcher

Dear Bromley Borough Council,

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

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

FOI Request.

FOI Request.

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

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

FOI Request.

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

or call centres Do you Inform Users they can record. If the answer is no what is the reason for this please.

2 if You have a Unacceptable Behaviour Policy and Procedure can you tell me if one of these are to object to telephone calls being recorded by the caller due to it being not necessary or unwanted or indeed the staff member feels threatened can you explain why you would have such Unacceptable Behaviour Policy and Procedure that goes against current uk law.

3 Are your staff the majority of them who answer public calls or when meeting a member of public are staff aware of the policies and the laws ref telephone recordings using the relevant laws laid down by legislation. if the answer is no why not.

4 If you have no policy advice or framework for the above will you develop a policy etc.

Will you encourage the public to record a 2 way conversation if the answer is no why not.

5 What are your organizations views on charging the public in foi requests and data protection and subject access requests should their information request be free.

What happens in a situation a benefit claimant or non waged person needs information what do you do to help them or someone who has no spare income.

Is it fair if the public record you then they should charge you for a copy of the recording or video the same fee you charge them.
Any tips and comments will help the public understand the uks public servants and business policies ref this subject.

6 What do you do and what is your policy when a serious complaint against a staff member is made when a person complains about wrong doing

and has evidence of foul play in your organization will you accept covertly or permission based Audio or video evidence in the case.

Do you Fully investigate under public interest laws and take note of any criminal charges.

if the answer is no why not.

Yours faithfully,

John Jones Researcher

BromleyCorporateCustomerServices,

Thank you for your email, please be aware that any future FOI requests can
be requested on line via the following link:
www.bromley.gov.uk/FreedomofInformation

 

 

From: John Jones Researcher
[mailto:[FOI #524229 email]]
Sent: 04 October 2018 12:50
To: FOI requests at Bromley Borough Council
Subject: Freedom of Information request - Does the staff know the correct
policies laws when customers record them it is legal in the uk

 

Dear Bromley Borough Council,

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[1]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

FOI Request.

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[2]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

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

or call centres Do you Inform Users they can record. If the answer is no
what is the reason for this please.

2 if You have a Unacceptable Behaviour Policy and Procedure can you tell
me if one of these are to object to telephone calls being recorded by the
caller due to it being not necessary or unwanted or indeed the staff
member feels threatened can you explain why you would have such
Unacceptable Behaviour Policy and Procedure that goes against current uk
law.

3 Are your staff the majority of them who answer public calls or when
meeting a member of public are staff aware of the policies and the laws
ref telephone recordings using the relevant laws laid down by legislation.
if the answer is no why not.

4 If you have no policy advice or framework for the above will you develop
a policy etc.

Will you encourage the public to record a 2 way conversation if the answer
is no why not.

5 What are your organizations views on charging the public in foi requests
and data protection and subject access requests should their information
request be free.

What happens in a situation a benefit claimant or non waged person needs
information what do you do to help them or someone who has no spare
income.

Is it fair if the public record you then they should charge you for a copy
of the recording or video the same fee you charge them.
Any tips and comments will help the public understand the uks public
servants and business policies ref this subject.

6 What do you do and what is your policy when a serious complaint against
a staff member is made when a person complains about wrong doing

and has evidence of foul play in your organization will you accept
covertly or permission based Audio or video evidence in the case.

Do you Fully investigate under public interest laws and take note of any
criminal charges.

if the answer is no why not.

Yours faithfully,

John Jones Researcher

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #524229 email]

Is [Bromley Borough Council request email] the wrong address for Freedom of Information
requests to Bromley Borough Council? If so, please contact us using this
form:
[3]https://www.whatdotheyknow.com/change_re...

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the internet. Our privacy and copyright policies:
[4]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[5]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

BromleyCorporateCustomerServices,

Dear Mr Jones,

Thank you for your email – your request will be passed to a departmental
coordinator to provide a reply.

By law, the council may take up to 20 working days to provide you with
non-personal information held by the authority.  In some cases, a charge
may apply.  If so, we will contact you to let you know the cost and then
you can decide whether to go ahead with the request or not.  Where charges
apply, the time scales indicated do not take effect until we have received
payment. 

In future, so that your request can be sent direct to the correct
department, please use the following link to submit your request on line –
[1]www.bromley.gov.uk/freedomofinformation

Kind regards

 

 

Debby

Customer Service Advisor 

Customer Service Centre

Tel: 020 8464 3333

Web: [2]www.bromley.gov.uk

Please be aware issues can also be reported online using the following
link [3]http://www.bromley.gov.uk/report

 

From: John Jones Researcher
[mailto:[FOI #524229 email]]
Sent: 04 October 2018 12:50
To: FOI requests at Bromley Borough Council
Subject: Freedom of Information request - Does the staff know the correct
policies laws when customers record them it is legal in the uk

 

Dear Bromley Borough Council,

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[4]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

FOI Request.

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[5]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

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

or call centres Do you Inform Users they can record. If the answer is no
what is the reason for this please.

2 if You have a Unacceptable Behaviour Policy and Procedure can you tell
me if one of these are to object to telephone calls being recorded by the
caller due to it being not necessary or unwanted or indeed the staff
member feels threatened can you explain why you would have such
Unacceptable Behaviour Policy and Procedure that goes against current uk
law.

3 Are your staff the majority of them who answer public calls or when
meeting a member of public are staff aware of the policies and the laws
ref telephone recordings using the relevant laws laid down by legislation.
if the answer is no why not.

4 If you have no policy advice or framework for the above will you develop
a policy etc.

Will you encourage the public to record a 2 way conversation if the answer
is no why not.

5 What are your organizations views on charging the public in foi requests
and data protection and subject access requests should their information
request be free.

What happens in a situation a benefit claimant or non waged person needs
information what do you do to help them or someone who has no spare
income.

Is it fair if the public record you then they should charge you for a copy
of the recording or video the same fee you charge them.
Any tips and comments will help the public understand the uks public
servants and business policies ref this subject.

6 What do you do and what is your policy when a serious complaint against
a staff member is made when a person complains about wrong doing

and has evidence of foul play in your organization will you accept
covertly or permission based Audio or video evidence in the case.

Do you Fully investigate under public interest laws and take note of any
criminal charges.

if the answer is no why not.

Yours faithfully,

John Jones Researcher

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #524229 email]

Is [Bromley Borough Council request email] the wrong address for Freedom of Information
requests to Bromley Borough Council? If so, please contact us using this
form:
[6]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[7]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[8]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Walton, Graham, Bromley Borough Council

Dear Mr Jones,

 

Thank you for your inquiry under the Freedom of Information Act.

 

I have set out our responses alongside your questions below.

 

Thanks,

 

 

Graham Walton

Democratic Services Manager

London Borough of Bromley

Tel. 020 8461 7743

www.bromley.gov.uk

 

 

 

From: John Jones Researcher
[mailto:[FOI #524229 email]]
Sent: 04 October 2018 12:50
To: FOI requests at Bromley Borough Council
Subject: Freedom of Information request - Does the staff know the correct
policies laws when customers record them it is legal in the uk

 

Dear Bromley Borough Council,

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[1]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

FOI Request.

FOI REQUEST AND YOUR OWN VIEWS ON THE SUBJECT OCT 4th 2018.

Freedom of Information Act 2000

Public Interest Survey

[2]http://www.freedomtalkradio.co.uk/uk-sur...

FOI Request.

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

or call centres Do you Inform Users they can record. If the answer is no
what is the reason for this please.

 

No, it is not deemed necessary.

2 if You have a Unacceptable Behaviour Policy and Procedure can you tell
me if one of these are to object to telephone calls being recorded by the
caller due to it being not necessary or unwanted or indeed the staff
member feels threatened can you explain why you would have such
Unacceptable Behaviour Policy and Procedure that goes against current uk
law.

Our service standards and ‘zero tolerance’ statement is here -  it does
not refer to a caller recording a telephone conversation with us.

[3]https://www.bromley.gov.uk/info/200119/c...

3 Are your staff the majority of them who answer public calls or when
meeting a member of public are staff aware of the policies and the laws
ref telephone recordings using the relevant laws laid down by legislation.
if the answer is no why not.

Staff are trained in data protection, our privacy statement can be found
here –

[4]https://www.bromley.gov.uk/privacy

4 If you have no policy advice or framework for the above will you develop
a policy etc.

Will you encourage the public to record a 2 way conversation if the answer
is no why not.

There are no plans to – we see no need to actively encourage or discourage
the public with regards to recording a two way conversation.  It would be
at the member of the public’s prerogative.

5 What are your organizations views on charging the public in foi requests
and data protection and subject access requests should their information
request be free.

What happens in a situation a benefit claimant or non waged person needs
information what do you do to help them or someone who has no spare
income.

Is it fair if the public record you then they should charge you for a copy
of the recording or video the same fee you charge them.
Any tips and comments will help the public understand the uks public
servants and business policies ref this subject.

We do not charge for responding to Freedom of Information and subject
access requests, except in the very limited circumstances where
legislation allows us to make a charge (when it will take more than
eighteen hours to respond to a Freedom of Information request). In
practice these occasions are very rare indeed.

6 What do you do and what is your policy when a serious complaint against
a staff member is made when a person complains about wrong doing

and has evidence of foul play in your organization will you accept
covertly or permission based Audio or video evidence in the case.

Do you Fully investigate under public interest laws and take note of any
criminal charges.

if the answer is no why not.

All complaints are investigated. We do not have any rules about audio or
video evidence.

 

Yours faithfully,

John Jones Researcher

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #524229 email]

Is [Bromley Borough Council request email] the wrong address for Freedom of Information
requests to Bromley Borough Council? If so, please contact us using this
form:
[5]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[6]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[7]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections