1. Policy Statement

As Severn Wye records some incoming and outgoing calls, this Policy outlines our practice in respect of the purpose for recording telephone calls, and the arrangements for the retention, use and access of audio recordings.

This Policy seeks to ensure that callers are aware of our intentions in respect of call recording, and that any resulting audio recordings are held securely and are restricted in terms of their use.

As audio recordings of telephone calls are considered personal data under the GDPR, individuals featured in calls have rights to access recordings as part of a Subject Access request or for recordings to be deleted as part of an Erasure Request. See warmandwell.co.uk/privacy for more detail.

2. Purpose of Audio Recording of Phone Calls

Calls are recorded, retained, accessed and used for the following purposes:

• To monitor the quality of customer service and advice provided by Severn Wye.
• To inform training and development of the front-line staff who deal with queries and applications from members of the public / residential callers.
• To verify what was discussed during the call, in support of a complaint.
• To protect staff from abusive or offensive callers.
• To prevent or detect crimes.

3. What you can expect from us

• When calling or receiving a call from Severn Wye, we will tell you if the call is being recorded, either by a recorded message when you phone us, or we will let you know when we phone you.
• We will only use audio recordings of telephone calls in accordance with the stated purpose.
• We will keep copies of audio recordings secure and prevent unauthorised access or use. Audio recordings are stored on the phone service providers secure servers.
• We will retain copies of audio recordings for 12 months. We reserve the right to retain them longer in the case of a complaint, vexatious or abusive callers or to support law enforcement agencies.
• We will not share audio recordings outside of the organisation, unless required to do so by law enforcement and prosecution agencies in relation to the prevention and/or detection of crime.
• We will not record bank/building society or payment card information. We will let you know when the recording is paused.

4. Further information

If you require further information about our approach to recording calls, please contact mydata@severnwye.org.uk.

5. Policy updates

This policy was updated on 24 August 2022.