Telephone call recording

We have telephone call recording on some of our telephone lines that you may use.  You will be told at the start of a conversation if this will be recorded, unless the law states otherwise (e.g. in relation to the prevention and detection of crime or fraud).

We may listen to the recording for the following reasons:

  • to monitor calls to ensure we are providing you with the best possible service;
  • to train staff to respond and deal with your calls;
  • to resolve queries;  and
  • to prevent, detect, investigate and prosecute fraud.

We do this to offer a good customer service, support our staff and to protect public funds.

Telephone payments

When you make a telephone payment we do not record the part of the conversation that includes your bank account number, sort code or payment card details.   Your call is routed to a separate system held by us for this purpose.

How long do we keep your telephone call recording?

We will automatically delete call recordings 12 months after the call was made. This ensures that we can use the recording for the purposes given above.  We may take a transcript of the recording where you have raised a query or the information is required for the purposes of preventing, detecting, investigating and prosecuting fraud; this will be kept securely in our records for a period as defined by our retention schedule.

Who do we share your information with?

The telephone recording and data collected during the call may be shared with other parts of the council and in some cases external organisations if they have a legal right to see it. For more information on data processing you can take a look at our service specific privacy notices.  

Do we transfer your telephone call recording outside of the UK or EEA countries?

Our telephone conversation recording is captured and processed on computer systems in the UK.

Your rights

The information you provide will be managed as required by Data Protection law.

You can find out more about your rights and how we process your personal information in the personal information request section.