I occasionally deal with complaints from people who claim that a third
party has "stolen" their identity and has caused their account to be
cancelled, etc. In such cases I see it as only common sense to provide that
customer with all the records we have of that "third party who claimed to be
the customer", so that the customer can take whatever action they see fit
against them.
It would seem perverse to rely on the fig leaf of the DPA to require a
formal SAR in such circumstances - but then again if I had been the call
centre adviser who had been required to deal with someone who had been
phoning the company for 6 hours to report the problem, and sensed that I was
dealing with a particularly irritating caller, it is a "cheap" way of
getting your own back. - And NO, NO, NO -in No way am I suggesting that Tim
Trent is a particularly irritating person to deal with - its just the only
reason I can think of when I put myself in the call centre adviser's place
(or ears) to justify why they offered to provide the information only on the
basis of an SAR.....
Personally, I find that my broadband provider (Pipex) offers an excellent
standard of customer service. And if they want to offer me a discount I'll
plug them even more forcefully.
Regards
Martin Hoskins
Data Protection Manager
T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield, Hertfordshire AL10 9BW
+44 (0)7957 234585
+44 (0)1707 319056 fax
-----Original Message-----
From: Tim Trent [mailto:[log in to unmask]]
Sent: 16 February 2005 10:02
To: [log in to unmask]
Subject: To SAR or not to SAR
I have just had the mixed fortune to speak to the organisation that handles
broadband internet access complaints for a major ISP. I had an issue with
them where a third party has allegedly quoted my full security information
and caused my internet access to be cancelled (Stop yelling "Hurray!").
The ISP tells me that the cancellation was by email and the only way I can
see the lines on the email that quote my security information, even with all
else being redacted, is to issue a SAR.
Now my question is "Is my judgement warped because I am personally
involved?" I see the SAR as a sledgehammer to crack a nut here. I believe
they are able legitimately to send me the lines from the alleged
cancellation email without recourse to the full process of the SAR. But,
because I have steam coming out of my ears from (I logged it) 6 hours
phoning the ISP's call centres about this problem I may not be able to see
the wood for the trees.
Tim Trent - Consultant
Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
email: [log in to unmask]
<blocked::mailto:[log in to unmask]>
Marketing Improvement Limited, Abbey House, Grenville Place, Bracknell,
United Kingdom, RG12 1BP <blocked::http://www.marketingimprovement.com/>
http://www.marketingimprovement.com
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