Call Recording Policy

 

Collister Administrative has a telephone system that is capable of recording calls. This allows the recording of telephone calls for staff training, quality monitoring and security purposes. Recording calls helps us to improve the customer experience and resolve any issues such as disputes.

  • Call recordings will only be used for the purposes specified in this policy. 
  • The data is stored securely on the servers located on the Isle of Man
  • Callers are always informed if their call is being recorded via a recorded announcement. In some cases, if phones are programmed with ‘ad-hoc recording’ then a staff member will inform the caller that their call is being recorded. 
  • The system is password protected and only the owner of Collister Administrative has access.
  • If a caller does not wish for the rest of the call to be recorded, Collister Administrative will call back from a telephone line which is not recorded.
  • Call recordings are deleted after 6 months from the date of the call (unless they are needed as evidence in which case they will be retained until after the investigation ends). Under GDPR callers can request that they be deleted earlier if they are not needed for ongoing enquiries or investigations.
  • All data will be dealt with in accordance with Collister Administrative’s privacy policy – To find out more about how we collect and use personal information please email: GDPR@collisteradministrative.im or visit our website at www.collisteradministrative.im/privacy. If you cannot access these methods, please call us and we will send out a paper copy.

The following areas record their Calls:

  • Collister Administrative IT Support Helpdesk
  • Collister Administrative Facilities Helpdesk
  • Collister Administrative Payments and Billing Team

We need this policy to ensure that the use of these recordings is fair and to ensure that we comply with the requirements of the relevant legislation. This includes:

  • The Regulation of Surveillance etc. Act
  • The Human Rights Act
  • General Data Protection Regulation (GDPR) 2018

Further information

For further information on our Call Recording Policy or about Call Recordings, please contact GDPR@collisteradministrative.im

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