Recording Policy

Introduction

 

ActorBank Ltd/AvatarJo has a system that is capable of video and audio recording sessions. Like many other organisations, this is a standard practice that allows the recording for quality monitoring, training, compliance and security purposes.

 

Recordings will be retained for a period of up to six months. These recordings will only be used for the purposes specified in this policy.

 

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

 

• The Regulation of Investigatory Powers Act 2000;

• The Data Protection Act 1998; and

• The Human Rights Act 1998.

• GDPR Compliance.

 

Scope of policy

 

Under normal circumstances a call will not be retrieved or monitored unless: 

 

• It is necessary to investigate a complaint;

• It is part of a management 'spot check' that customer service standards are    being met;

• There is a threat to the health and safety of staff or clients or for the prevention or detection of crime;

• It is necessary to check compliance with regulatory procedures; or

• It will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller/attendee remains anonymous and the member of staff who was party to the call agrees to its being used in this way. 

 

If person making the call says that they do not wish to have their call recorded, the session or call recording will not take place.

 

Collecting information

 

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with the Data Protection Act 1998. It will be: 

• Adequate, relevant and not excessive;

• Used for the purpose(s) stated in this policy only and not used for any other purposes;

• Accessible only to managerial staff after securing permission from the Head of Data Protection.

• Treated confidentially;

• Stored securely; and 

• Not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.

 

July 2021.