When I worked at Prudential, we did provide transcripts of calls on
request. However, the call monitoring/recording system (as I recall, it
was many years ago now) was able to identify the calls quite easily in
that whenever a call was made/received by a customer, the time/date of
that call was recorded on their computerised record, and I think all
calls were recorded.
Antoinette Carter
Information Policy Adviser, Information Governance
Global Information Systems (GIS)
Tel: (0)20 7389 4016
BCTN: 8 010 4016
Email: [log in to unmask]
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of James Walkom
Sent: 24 March 2009 14:57
To: [log in to unmask]
Subject: [data-protection] Recorded phone calls & SARs
Good afternoon everyone,
We have recently started to record a very small proportion of our phone
calls and was hoping someone could clarify where we stand should we
received a SAR from someone whose call we have recorded.
Is a recorded conversation covered by a SAR? (I believe it is but it
would make life a lot simpler if it wasn't!)
Assuming the answer is yes then the problem we would have is tracing the
calls. Our recording system only lets us trace the calls by either time
& date or by number (and not all incomming numbers are recorded by the
system)
If we received a SAR we would do our best to trace any calls but where
do we stand on those we possibly can't trace?
As a final point, when comlpying with the SAR do we have to:
a) give the customer a copy of the call; or
b) give the customer a transcript of the call; or
c) tell the customer they can visit an office where they can listen to
the call?
If anyone could help with this I would be very grateful
James
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