I agree, I believe this might be the customer's organisation's new
"rules" or policy on implementing DP but not a new Act or requirement
elsewhere. A lot of customer service people get told what they must do
in their company for DP and assume its "the law".
As someone who spent a large number of years handling such calls, I
remember that (whether or not it is right) customers saw the request to
repeat data already given as at best, annoying and at worst, signs that
you as the operator, weren't listening to them the first time. Not DP
related as such, but when confirming it yourself causes no DP breach, I
don't perceive a value in asking the customer to repeat it.... It you
say it and its wrong, they should point that out anyway so there's no
lost value in the operator doing this.
I think the point is that the customer has already provided the details
during the call, therefore you are only repeating data already provided
by that person just moments earlier.
Regards,
Clare
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of simon howarth
Sent: 14 January 2008 16:21
To: [log in to unmask]
Subject: Re: [data-protection] Bank details
Can't believe it's an Act, there may be some guidelines issued, maybe
internally by some well meaning manager, but I am not sure of the
validity. I suppose if it's done pleasantly "could you just repeat your
account number for me, please" then it's no problem, but I wish people
wouldn't keep hiding behind "The Data Protection Act"!
If I have given the account number, what harm is there in asking for it
to be repeated. If my account number was read out first by the
operative, THEN I would be unhappy. This though has dubious advantages
IMO.
Simon Howarth.
Quoting Gordon Wanless <[log in to unmask]>:
> Folks,
>
> One of our call centre staff has approached me with the following
> query
> :-
>
> "I received a call this morning where the caller (who himself works
> for Customer Service) has said that a new Data Protection Act
> enforced over 2mths ago states that we should not be repeating the
> bank details back to the caller and actually should ask them to repeat
> the details to us."
>
> Is anyone else aware of this and if so could you point me in the
> relevant direction for further information about this please?
>
> Thanks.
>
> Gordon.
>
> Gordon Wanless
> Information Governance Manager
>
> T: 0191 203 5484
> F: 0191 244 6842
> M: 07894 392 760
> E: [log in to unmask]
> W: www.nhsbsa.nhs.uk
>
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--
Simon Howarth
The Information Edge
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Preston
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Webtech Systems trading as The Information Edge, registered in England
No.
3428632. More information available at www.informationedge.co.uk
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If you wish to leave this list please send the command
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commands can be found at http://www.jiscmail.ac.uk/help/commandref.htm
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owner
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Full help Desk - please email [log in to unmask] describing your
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To receive these emails in HTML format send the command:
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(all commands go to [log in to unmask] not the list please)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
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All archives of messages are stored permanently and are
available to the world wide web community at large at
http://www.jiscmail.ac.uk/lists/data-protection.html
If you wish to leave this list please send the command
leave data-protection to [log in to unmask]
All user commands can be found at http://www.jiscmail.ac.uk/help/commandref.htm
Any queries about sending or receiving messages please send to the list owner
[log in to unmask]
Full help Desk - please email [log in to unmask] describing your needs
To receive these emails in HTML format send the command:
SET data-protection HTML to [log in to unmask]
(all commands go to [log in to unmask] not the list please)
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