I think the buzzword is a proper escalation policy. The same applies to FoI.
Noone is going to complain if they can get the information at the coalface.
Of course with FoI there is no legal barrier to giving out (non-personal)
information. (The barriers are those put in place by the organisation to
ensure that information that they don't want seen remains behind closed
doors.)
With Data Protection that is not the case. Not that I have been in charge of
the process but clearly from the outset the organisation must be sure that
the person who is asking for the personal information is entitled to it.
Nick Landau
----- Original Message -----
From: "Tim Trent" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Thursday, February 16, 2006 10:10 AM
Subject: Re: [data-protection] "Please may I speak to your Privacy Officer?"
> Since 1999, back in the mists of time, when I became Gartner's Privacy
> Officer, I have preached the gospel of "Teach people how to recognise a
> DPA
> request and to handle it by passing it at once to an expert."
>
> We implemented it then with a voice-mailbox that did not take messages but
> repeated twice the instructions for an individual with a query, and a
> standing instruction to the switchboard to put all relevant calls through
> to
> that number. We implemented a simple email: "privacy@" and we implemented
> a
> mailbox in the post room labelled "privacy" where all requests could be
> sent, including those from members of the public.
>
> I think the public sector is somewhat ahead of the private sector in doing
> this type of thing. I suspect this is because an officer of a public body
> is genuinely more accountable than a staff member of a corporation.
>
> The whole thing is the culture of (I was going to say "privacy" but FoI is
> as important) accountability. It is important for those at the centre to
> ensure that those at the coalface know (a) that this is not theirs to deal
> with, (b) whose task it is to deal with it [team, not individual] and (c)
> has a simple means of getting it there.
>
> -----Original Message-----
> From: This list is for those interested in Data Protection issues
> [mailto:[log in to unmask]] On Behalf Of Ekin Caglar
> Sent: 16 February 2006 09:59
> To: [log in to unmask]
> Subject: Re: [data-protection] "Please may I speak to your Privacy
> Officer?"
>
> After the BT hassle, we thought about starting a campaign to help all of
> us
> with information requests: Any request for information under DPA or FOIA
> could have some sort of an identifier, e.g. the message "FOI Request" on
> the
> envelope/email subject/etc, and the staff trained to send anything with
> that
> message straight to the Information Governance Manager or somebody in an
> equivalent position.
>
> No call centre I have ever been in touch with knew anything about DPA, and
> it is even worse for FOI (as requests can come in to ANY member of staff).
>
> Ekin
>
> -----Original Message-----
> From: This list is for those interested in Data Protection issues
> [mailto:[log in to unmask]] On Behalf Of Tim Trent
> Sent: 15 February 2006 16:56
> To: [log in to unmask]
> Subject: [data-protection] "Please may I speak to your Privacy Officer?"
>
> Over the past couple of days I and a co-researcher have been sampling
> FTSE100 corporations and the ability of their switchboards to handle a
> very
> simple enquiry from a member of the public.
>
> We asked: "Please may I speak to your Privacy Officer - the person who
> looks
> after Data Protection?" At that point, though we were friendly, we
> watched
> as we were put through to strange places in the organisations. One
> organisation put us through to Profit Protection (the anti shoplifting
> squad!).
>
> While we will be featuring the report in a newsletter shortly I wanted to
> share it with all of you first. I have placed it on our website at a
> parlously long link, so I am using "tiny" to shorten it for ease of
> downloading <http://tinyurl.com/a9c3d> http://tinyurl.com/a9c3d It's
> about
> a 200KB pdf file
>
> As is our usual practice the report is free of charge in the membership
> area
> of our site. You will be asked to enter your email address, and to
> register
> if you are not already a member. As you would expect you are also free to
> unsubscribe at any time.
>
> I hope you find it useful. If you pass it on, please pass the link rather
> than the document. But that is up to you entirely.
>
>
>
> Tim Trent - Consultant
> Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
> email: [log in to unmask]
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