Merton Council

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Telephone monitoring policy

What is the policy?

Merton Council has a telephone system in the contact centre that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring and security purposes. All calls received into the contact centre will be recorded and these recordings will only be used for the purposes specified in the policy.

Merton Council will not tolerate abusive language or behaviour either by or to its members of staff. All staff have the right to work without fear or verbal or physical abuse. In order to maintain high standards and protect staff we will record all telephone calls received into the contact centre.

Why do we need a policy?

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

  • The Regulation of Investigatory Powers Act
  • The Telecommunications (Interception of Communications Regulations)
  • The Telecommunications (Data Protection and Privacy) Regulations
  • The Data Protection Act
  • The Human Rights Act

How will it affect me?

If you make a call to the contact centre the call will be recorded. Under normal circumstances it will not be retrieved or monitored, unless it is necessary to investigate a complaint, there is a threat to the health and safety of staff or visitors or for the prevention or detection of crime. If it is a particularly good call, it may be used for training. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way.

When did this policy come into effect?

The policy came into effect on 13 October 2003.

Where can I find out more?

For further information on the policy please contact the Data Protection Officer on 020 8545 4182 or by email at

See also

Merton Link.

This page was last updated on Thursday 25 July 2013

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