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Policy Purpose: 

The purpose of this policy is to govern the procedures for telephone call recording within Red Brand Media Ltd (the Company), and the management of access to, and use of, the recordings.  The policy aims to minimise intrusion by restricting the recording of calls, the access to, and use of  these recordings to limited and specific purposes.

 

Legislation: 

The recording and monitoring of telephone calls is affected by several items of legislation, in particular:

 

Recording Information: 

Red Brand Media Ltd telephony system (using the phone number 01554 556886) is capable of recording calls using Yay.com. Although not all calls will be automatically recorded, it should be assumed that they are as the company telephone lines have the function to save a recording of the call. An example of when a call may not be automatically recorded is when dialling inbound or outbound to a number that bypasses our main phone number.

 

Call recordings where the caller provides details of a payment card for the purposes of making a  payment to Red Brand Media Ltd will be manually paused in order to comply with Payment Card  Industry Security Standards (PCI DSS). The recording will then be reconvened once the payment details  have been processed.

 

Purpose of Call Recordings: 

Calls are recorded and retained for the following purposes:

 

Retention and Storage of Call Recordings: 

All call recordings will be retained for a period of 30 days on Yay.com’s server which is hosted via Google Cloud. All recordings will be deleted after 30 days, unless retained for a specific business purpose.

 

Access to Call Recordings: 

Access to call recordings are controlled in line with principles under Data Protection legislation and is limited to the Board of Directors. Should any other employees of Red Brand Media Ltd require access to call recordings, permission to access must be granted by the Board of  Directors, and for non-employees via a Subject Access Request.

 

Call recordings can be obtained by Line Managers for training and quality assurances purposes.  Specific call recordings may be accessed by Line Managers or any Disciplinary Hearing Panel as evidence in relation to any disciplinary process. In these cases, requests for access must be made in writing for authorisation from a Company Director.

 

In the case of a request from an external body with law enforcement powers in connection with the  prevention, detection, or investigation of crime e.g., the Police, Home Office, DWP, HMRC etc. the  request must be made in writing to the Board of Directors who will consider the request.

 

The UK Data Protection legislation allows persons access to information that we hold about them. This  includes recorded telephone calls. Therefore, the recordings will be stored in such a way to enable the  General Data Protection Regulations Representative to retrieve information relating to one or more  individuals as easily as possible.

 

Any unauthorised access of call recordings may lead to disciplinary action. Browsing of recordings for  no valid reason is not permitted.

 

Advising of the Call Recording Facility: 

Red Brand Media Ltd will make every reasonable effort to communicate that calls will be  recorded. This will be done by:

 

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