"This call may be recorded"
Discussion
i have recorded all my calls for years. I used to use "all call recorder" but then when the rules changed it didn't record the other voice. Since then, if at home and on a work or phoning a company i have a contract with i use another device to record the whole conversation.
Prior to the new rules i stated to Vodafone a couple of times that i was recording the call too and they just said "stop or i end this call".
I am aware i can't share it, but often refer to it to either record minutes or clarify what was said in further communications.
Prior to the new rules i stated to Vodafone a couple of times that i was recording the call too and they just said "stop or i end this call".
I am aware i can't share it, but often refer to it to either record minutes or clarify what was said in further communications.
Having worked in a call centre, you must inform the call centre if you're recording them. They'll often tell you it's ok but they don't permit to be shared with anyone or on Facebook and the like. The reason they use the term "may" is in case the call recording fails or is lost, though 99.9% of them are recorded and often include screen capture.
Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
When the person i'm talking to says that (as opposed to the robot automated intro recording things) I usually respond with "that's ok, I may be recording too". I'm specifically thinking about recent issues i've had with a pension provider and my bank, where I was going through a complaints process. There has never been an issue. I was only recording it in one case, and i didn't retain that anyway.
RazerSauber said:
Having worked in a call centre, you must inform the call centre if you're recording them. They'll often tell you it's ok but they don't permit to be shared with anyone or on Facebook and the like. The reason they use the term "may" is in case the call recording fails or is lost, though 99.9% of them are recorded and often include screen capture.
Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
You don't have to tell them you're recording. You have a legal right to record any phone call to which you are a party.Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
Businesses do have to obtain consent, people do not.
spookly said:
You don't have to tell them you're recording. You have a legal right to record any phone call to which you are a party.
Businesses do have to obtain consent, people do not.
Correct, along with Doofus' comment above. It's not the recording of the call that's the issue, it's what you do with it after.Businesses do have to obtain consent, people do not.
RazerSauber said:
Having worked in a call centre, you must inform the call centre if you're recording them. They'll often tell you it's ok but they don't permit to be shared with anyone or on Facebook and the like. The reason they use the term "may" is in case the call recording fails or is lost, though 99.9% of them are recorded and often include screen capture.
Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
That is not true. Call recording can often result in frustrated people who cannot get a straight answer because the call handler is conscious of being on record. This goes against the company if they say something will be done and later out it comes to light that it can't be done.
It is perfectly legal to record a conversation in the UK, either on the phone or in person, without informing the other party or asking permission.
As a customer, I have recorded conversations with businesses whenever I suspected they might try to wriggle out of what was verbally promised or agreed on the phone or in person in their store.
I think there are two relevant angles...
1) GDPR, as in all activities have to be in-line with the relevant data protection principles and
2) Investigatory Powers Act 2016. This act makes it an offence to share a recording with the third party without permission or lawful authority. In the case of businesses they typically rely on lawful authority given by s.46 of the act that allows them to 'intercept' the communications. That power is governed by the The Investigatory Powers (Interception by Businesses etc. for Monitoring and Record-keeping Purposes) Regulations 2018, which lay out what a business has to do to establish lawful authority under s.46. Included in that regulation is the following: 4.—(1) Conduct is authorised by regulation 3 only if— ...
...(c) the system controller has made all reasonable efforts to inform every person who may use the telecommunication system that communications transmitted by means of that system may be intercepted.
In summary, businesses have lawful authority to record and share it if it's for specific business related purposes (establishing facts, ensuring regulatory compliance, ensuring quality standards). They don't need your permission to do it but they do have to make you aware.
As an individual, you can't rely on the lawful authority provisions of s.46. To share a recording lawfully you would need to have explicit permission from the other party to share it (see s.44).
1) GDPR, as in all activities have to be in-line with the relevant data protection principles and
2) Investigatory Powers Act 2016. This act makes it an offence to share a recording with the third party without permission or lawful authority. In the case of businesses they typically rely on lawful authority given by s.46 of the act that allows them to 'intercept' the communications. That power is governed by the The Investigatory Powers (Interception by Businesses etc. for Monitoring and Record-keeping Purposes) Regulations 2018, which lay out what a business has to do to establish lawful authority under s.46. Included in that regulation is the following: 4.—(1) Conduct is authorised by regulation 3 only if— ...
...(c) the system controller has made all reasonable efforts to inform every person who may use the telecommunication system that communications transmitted by means of that system may be intercepted.
In summary, businesses have lawful authority to record and share it if it's for specific business related purposes (establishing facts, ensuring regulatory compliance, ensuring quality standards). They don't need your permission to do it but they do have to make you aware.
As an individual, you can't rely on the lawful authority provisions of s.46. To share a recording lawfully you would need to have explicit permission from the other party to share it (see s.44).
Super Sonic said:
I'm thinking that if they say "this call MAY be recorded" that implies permission, ie you may record the call.
On my way into a comedy club I once saw a sign that said "strong language may be used". So I said to the guy in the ticket office "give me a f
king ticket, you !"Edited by Aretnap on Thursday 27th June 20:19
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