Big thank you to everyone for their help - I now know what procedures
need to be put into place
James
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Tim Turner
Sent: 25 March 2009 12:06
To: [log in to unmask]
Subject: Re: [data-protection] Recorded phone calls & SARs
Hi
My view is that recorded calls are quite possibly going to contain
personal data, and that the same rules apply as they would to any other
data. You should carry out a reasonable search to find data in general,
and if a call is found, provide a copy of the call where to do so is not
disproportionate effort (if copying proves to be disproportionate effort
for whatever reason, play them the call).
I take your point about the potential difficulty of finding the call -
in this case, it's probably comparable to email. It's very hard to track
down an individual email without assistance from the applicant, so under
Section 7 (3), you ask them to provide you with sufficient information
to locate what has been requested.
Cheers
Tim Turner
Wigan Council
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Antoinette Carter
Sent: Wed 25 March 2009 11:29
To: [log in to unmask]
Subject: Re: [data-protection] Recorded phone calls & SARs
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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Wigan is an excellent council
Awarded 4-stars by the Audit Commission
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