We seem to have a little bit of an issue arising - think it might be a case
of our DP training being too effective! Some of our call centre staff are
starting to refuse to provide their surnames to customers as they say this
is their personal data and they don't need to provide it (and we shouldn't
force them - we're not forcing them, by the way). This is causing
complaints from customers who think that if call centre staff won't give
out their full names, is it because they are providing incorrect
information and don't want to be held responsible.
I appreciate that where someone has an unusual surname, a specific
individual can be identified from the information and therefore this is
technically covered by the DPA. But . . . surely in a work environment,
there must be a reasonable expectation from the employee that their name
may be provided in a work context and that anonymity cannot be guaranteed.
I just can't see how anonymity would be a practical option.
Any thoughts on this one? Any help on the best way to tackle this would be
most appreciated.
Thanks in advance,
Emma
Emma Bothamley
Data Protection Consultant
01733 471226
UKLS Financial Services Ltd No. 3715118, NPI Ltd No. 3725037, National
Provident Life Ltd No. 3641947, NPI Investment Managers Ltd No. 0962757,
NPI Portfolio Managers Ltd No. 2238069, London Life Ltd No. 1179800,
London Life Linked Assurances Ltd No. 1396188, Pearl Assurance plc No.
1419, Pearl Assurance (Unit Funds) Ltd No. 1027138, Pearl Assurance
(Unit Linked Pensions) Ltd No. 1122485, Pearl Unit Trusts Ltd No.
958262, Pearl ISA Ltd No. 3597973 are the companies that make up
the HHG Life Services Marketing Group and are authorised and regulated
by the Financial Services Authority for pensions, investments and life
assurance. Pearl GI Ltd No. 2587380 is a member of the General Insurance
Standards Council. UKLS Financial Services Ltd is registered with the
Mortgage Board. All companies are registered in England at The Pearl
Centre, Lynch Wood, Peterborough PE2 6FY. Tel. 01733 470470. We may
record or monitor telephone calls to improve service and protect
customers.
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