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Phone call recordings

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Karen Smith
Delivered

Dear Burnley Borough Council,

1) Are phone calls recorded within the council building for both incoming and outcoming calls?

2) Are phone calls recorded within the contact centres?

3) If a phone call is requested as part of a Subject Access Request, what are the procedures for producing this information for the requester?

4) How long are phone recordings kept for before being deleted/removed?

Yours faithfully,

Karen Smith

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FOI, Burnley Borough Council

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Burnley Council

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Dexter Almond, Burnley Borough Council

Dear Karen,

 

Please see response below to your recent freedom of information request.

 

1. Incoming Calls to Customer Services are recorded. Transferred calls,
Outgoing calls and direct calls to other services are not recorded.

2. Customer Services function is outsourced to Liberata and they record
the incoming calls.

3, Subject Access Requests are submitted to the Council direct and if a
call is part of this request then further details maybe required to
identify a specific incoming call (date and approximate time). Generally,
a transcript is supplied from Liberata to the Council.

4. Incoming calls are retained for 12 months.

 

Regards,

 

Dexter Almond

Legal & Democratic Services

Town Hall, Manchester Road

Burnley BB11 9SA

Tel: 01282 425011

 

You may, if dissatisfied with the treatment of your request, ask the
council to conduct a review of its decision under the council's complaints
procedure. The review will be carried out by someone who has not been
involved in dealing with your request for information. Please e-mail or
write if you would like a review.

If, following the review, you remain dissatisfied with the council's
treatment of your request then you may take your complaint to the
Information Commissioner at Wycliffe House, Water Lane, Wilmslow, Cheshire
SK9 5AF.

Dexter Almond

Ext 01282 475839
01282 425011

[1]burnley council's [2]white ribbon [3]carbon literacy
website accredited award

Burnley Council, Town Hall, Manchester Road, Burnley, Lancashire. BB11 9SA
Our terms and disclaimers apply to this email and any attachments.
[4]For full details, see our terms and disclaimer.

References

Visible links
1. https://www.burnley.gov.uk/
2. https://www.whiteribbon.org.uk/
3. https://carbonliteracy.com/
4. https://www.burnley.gov.uk/terms-and-dis...

Link to this Report
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