Audio Recordings

Reference: 

842

Request detail: 

1)     Are Service Users or the general public allowed to audio-visually record meeting and calls with your staff? If so, do they require permission or are they permitted to do so covertly?

 

2)     Do you have any guidance or policy for the public or service users to record calls when they speak to your staff

3)     What is your organisations protocol on service users recording calls when they speak to your staff or call centres? Please provide a copy of your policy, procedure and guideline notes on this issue.

4)     Do you Inform Users they can record. If the answer is no what is the reason for this please if so do send me a copy.

5)     Are service users made aware of their right to record the encounter, if they choose to do so? Is this reflected in you policy document on the matter?

6)     Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy?  Regarding court staff the public or the court itself.

7)     If such a policy contains points of objectionable behaviour such as telephones calls being recorded by the caller due to them being not necessary or unwanted or needed, and furthermore the staff members may feel threatened or apprehensive, are you aware that denying users the right to record calls goes against the current UK laws.

8)     Are your policies and procedures compliant with the public right to audio-visually record encounters with your staff, without their consent? If not, will you provide appropriate training for your staff so they are fully informed of the Public right to record?

9)     What is our organisations current charging policy for Freedom of Information requests (FOI) or Subject Access Requests (SAR)? If charges are applied are concessions available for those on low income or students?

10)   What is your organisations complaints policy? Please can you forward me a copy? Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation? 

Response detail: 

Thank you for your Freedom of Information request.

Please see below responses to your questions

1)     Are Service Users or the general public allowed to audio-visually record meeting and calls with your staff? If so, do they require permission or are they permitted to do so covertly?

Service users are free to record meetings or conversations, however, we would expect permission to be requested as a matter of courtesy.

2)     Do you have any guidance or policy for the public or service users to record calls when they speak to your staff

No

3)     What is your organisations protocol on service users recording calls when they speak to your staff or call centres? Please provide a copy of your policy, procedure and guideline notes on this issue.

No such protocol or policy exists

4)     Do you Inform Users they can record.

No

If the answer is no what is the reason for this please if so do send me a copy.

As a Fire Service, we provide a public service and are not selling or asking for service user details or data, therefore, it is not our policy to ask or inform this of service users, however, if we are collecting personal data ,either for prevention or protection purposes, when that data is being used or stored, we would inform the service user of that purpose and gain their consent, if they wish a copy of the conversation they are free to record.

5)     Are service users made aware of their right to record the encounter, if they choose to do so?

SFRS is not required to inform users of their right to record any conversation

Is this reflected in you policy document on the matter?

No such policy document exists

6)     Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy?  Regarding court staff the public or the court itself.

No, SFRS have a code of conduct policy (copy attached)

7)     If such a policy contains points of objectionable behaviour such as telephones calls being recorded by the caller due to them being not necessary or unwanted or needed, and furthermore the staff members may feel threatened or apprehensive, are you aware that denying users the right to record calls goes against the current UK laws.

Not applicable

8)     Are your policies and procedures compliant with the public right to audio-visually record encounters with your staff, without their consent? If not, will you provide appropriate training for your staff so they are fully informed of the Public right to record?

All SFRS policies are written to reflect the relevant legislative and / or regulatory framework

9)     What is our organisations current charging policy for Freedom of Information requests (FOI) or Subject Access Requests (SAR)? If charges are applied are concessions available for those on low income or students?

SFRS only charges for FOI requests and SAR’s under the circumstances detailed by the relevant legislation (Freedom of Information Act 2000, EU GDPR, The Freedom of Information and Data Protection Regulation 2004 (appropriate limit and fees)  . There is no requirement within the regulations for the offering of concessions.

10)   What is your organisations complaints policy? Please can you forward me a copy?

Please find the link to SFRS website for our complaints procedure. 

Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation?

If such evidence were submitted as part of a complaint, it would be considered.

Information Released: 

Yes

Received: 

Thursday, 11 October, 2018

Responded: 

Wednesday, 31 October, 2018

Topic: 

Document: