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

Andrew Peacher made this Freedom of Information request to Bolsover District 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 successful.

Dear Bolsover District 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.

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 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.

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.

Yours faithfully,

Andrew Peacher

Alison Sipson, Bolsover District Council

Please Ask For:  Alison Sipson
Direct Line:  01246 242383
E-mail:  [1][Bolsover District Council request email]
Date: 8th October 2018
 
Andrew Peacher
[FOI #524202 email]
 
 
Dear Andrew
FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST
 
Your reference number – F/356/1819
 
Thank you for your email of 4th October 2018 requesting information about
guidance and policy for the public or service users to record calls when
speaking to staff.
 
Your request is being considered under the Freedom of Information Act
2000. We aim to answer your request within 20 working days from the date
we received it, as prescribed under the Act.  
 
For your information, the Act gives you the right to be told whether we
hold the information (subject to absolute exemptions). The Act also
defines a number of exemptions which may prevent release of the
information you have requested. You will be informed if this is the case,
together with your rights of appeal.
 
If the information you request contains reference to a third party then
they may be consulted prior to a decision being taken on whether or not to
release the information to you. You will be informed if we need more time
to do this.
 
A fee may be charged for disbursements. If a fee is to be charged you will
be notified in writing.
 
If you have any queries about this letter please do not hesitate to
contact us on the above contact details. Please remember to quote the
reference number above in any future communications.
 
Further information is also available from the Information Commissioner
at:
Information Commissioner's Office
Wycliffe House 
Water Lane 
Wilmslow 
Cheshire 
SK9 5AF 
Telephone:   0303 123 1113
[2]www.ico.org.uk
 
Yours sincerely
 
Marie Romano
Information and Policy Officer
Performance and Communications
People Directorate
Bolsover District Council/North East District Council
Tel: 01246 217688 (Both Councils)
Web: [3]www.bolsover.gov.uk / [4]www.ne-derbyshire.gov.uk
 
 
 
 
 
 

show quoted sections

References

Visible links
1. mailto:[Bolsover District Council request email]
2. http://www.informationcommissioner.gov.uk/
3. http://www.bolsover.gov.uk/
4. http://www.ne-derbyshire.gov.uk/

Alison Sipson, Bolsover District Council

4 Attachments

Please Ask For:  Alison Sipson
Direct Line:  01246 242383
E-mail:   [Bolsover District Council request email]
Date: 29th October 2018
 
Andrew Peacher
[FOI #524202 email]
 
 
 
 
Dear Andrew
 
FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST
 
Reference F/356/1819
 
Your request for information has been considered and, to the best of our
knowledge, the information we hold which relates to your request is as
follows:
 
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.
 
Yes please see attached Customer Service Code of Practice & Standards
Policy (Page 18)
 
2 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
 
Customer Services Department - please see attached Compliments, Comments
and Complaints Policy (Page 11)
 
H/R Department - Our exact response would depend on the circumstances, but
we would anticipate an initial investigation would be carried out to
establish key facts to check on the validity of any complaint.
 
and has evidence of foul play in your organization will you accept
covertly or permission based Audio or video evidence in the case.
 
This would also be dependant on the specific circumstances.
 
Do you Fully investigate under public interest laws and take note of any
criminal charges. if the answer is no why not.
 
Customer Services Department - please see attached Compliments, Comments
and Complaints Policy (Page 11).
 
H/R Department - Yes but in relation to criminal charges, again, this
would be dependant on the specific circumstances.
 
 
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.
 
Yes mandatory Customer Service training is delivered to all new
appointees.
Please see attached the following:
Corporate Training Flyer
Copy of New Entrant Checklist
 
4 If you have no policy advice or framework for the above will you develop
a policy etc.
 
As above
 
Will you  encourage the public to record a 2 way conversation if the
answer is no why not.
 
No information held.
 
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.
 
The Council does not charge for FOI requests. The Freedom of Information
Act only allows for disbursements e.g. photocopying, postage to be
charged. We only charge for these if we are required to copy or post a
substantial amount of documents. This happens very infrequently say once a
year.
Regarding Subject Access Requests – the new General Data Protection
Regulation (GDPR) has removed the power to charge a fee. This regulation
took effect on 25^th May 2018. Prior to that date our policy was to charge
£10.00 per request as allowed under the Data Protection Act 1998.
 
I hope that you are satisfied with our response. However, if you are
dissatisfied in any way with the handling of your information request your
next step would be to clearly state in writing why you are dissatisfied
and the Council will treat this as a formal complaint in accordance with
our Compliments, Comments and Complaints policy. The policy together with
information on how to make a complaint is available on the Council’s
website [1]www.bolsover.gov.uk or by emailing CCCAdmin[2]@bolsover.gov.uk.
 
 
I also have a duty to make you aware of the Information Commissioner's
Office, which is an independent body who monitors the Data Protection Act,
the Freedom of Information Act and Environmental Information Regulations,
and make sure organisations fulfil their legal obligations under the
Acts.  They can be contacted at:
 
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF 
Telephone:   0303 123 1113
[3]www.ico.org.uk
 
Yours sincerely
 
Marie Romano
Information and Policy Officer
Performance and Communications
People Directorate
Bolsover District Council/North East District Council
Tel: 01246 217688 (Both Councils)
Web: [4]www.bolsover.gov.uk / [5]www.ne-derbyshire.gov.uk
 
 

show quoted sections

References

Visible links
1. http://www.bolsover.gov.uk/
2. mailto:[email address]
3. http://www.ico.gov.uk/
4. http://www.bolsover.gov.uk/
5. http://www.ne-derbyshire.gov.uk/