Call Recording Policy

This Call Recording Policy describes the guidelines and procedures regarding the recording of telephone calls made or received through Telephone Office’s phone system (“we,” “our,” or “us”). Call recording is an optional feature that users of our phone system can enable. This policy applies to all calls recorded using this feature and is designed to ensure compliance with applicable laws and regulations while protecting the privacy and security of individuals.

1. Purpose of Call Recording

Call recording is offered as a feature to users for various purposes, including but not limited to:

• Quality assurance and training;
• Verification of information provided during calls;
• Dispute resolution;
• Compliance with legal and regulatory requirements;
• Improvement of our services;
• Prevention of fraud and unauthorized access; and
• Protection of the interests of both callers and our organization.

2. Consent to Call Recording

Call recording is optional, and consent to the recording of a call is obtained as follows:

• When a user enables call recording, a notification is played to all parties on the call informing them that the call is being recorded. Consent is implied when participants continue with the call.
• Users are responsible for ensuring they have the necessary legal authority to record calls and comply with all relevant laws.

3. Retention of Recorded Calls

We retain recorded calls for a specified period, as required by applicable laws and regulations. After this retention period, recorded calls may be securely deleted, and any personally identifiable information will be handled in accordance with our Privacy Policy.

4. Access to Recorded Calls

Access to recorded calls is restricted to authorized personnel who have a legitimate business need to review them. We have security measures in place to protect the confidentiality and integrity of recorded calls.

5. Request for Copies of Recorded Calls

Participants in a recorded call have the right to request a copy of the recording. Users who have enabled call recording can access and manage their recorded calls through their account settings.

6. Contact Us

If you have any questions or concerns regarding our Call Recording Policy or the use of call recording on your phone system, please contact us at dataprotection@telephoneoffice.co.uk.

We, as Telephone Office, may record calls made to and from our listed and unlisted phone numbers or phone services. Users on the phone system have the option to enable call recording on their plans.

Our call recording policy is designed to ensure compliance with applicable laws and regulations while also providing transparency to our users.

Key points of our call recording policy:

• Call recording is an optional feature that users can enable on their phone plans.
• We record calls for various purposes, including quality assurance, training, and resolving disputes.
• Call recordings are securely stored and accessible only to authorized personnel.
• Users are responsible for complying with legal requirements related to call recording in their jurisdiction.
• We retain call recordings for a specified period, as required by law.

If you have any questions or concerns about our call recording policy, please contact us at 0330 043 6996.

This Call Recording Policy was last updated on 01 October 2023.