Call Recording Privacy Notice - Privacy notices

When you contact Runnymede Borough Council by telephone, we may collect audio recordings of your call. This applies to all calls made to our Customer Services Team on 01932 838383, as well as calls to specific service areas including Housing, Planning, and Out of hours. In some cases, Council employees may also manually initiate a recording during a call if necessary.

Call recordings are captured automatically when you dial into the Council’s Customer Services Contact Centre or one of the designated service teams. You will hear an automated message at the start of the call informing you that the conversation is being recorded. If a Council employee chooses to record a call manually, they will inform you before the recording begins, this will be followed by an automated message to inform you.

The authority has a legitimate interest in ensuring service quality, protecting staff and service users, and maintaining accurate records for accountability and legal purposes.

If the recording supports the authority’s statutory duties it will be engaging the public task lawful basis.

Runnymede Borough Council record telephone calls to help us provide the highest standard of service to our residents. These recordings may be transcribed and summarised and serve several important purposes:

• Training - They allow us to support staff development by identifying areas for improvement and reinforcing best practices.
• Monitoring - They help ensure that the information we provide is consistent, accurate, and aligned with our service standards.
• Auditing - They provide a reliable record of conversations, which can be used to verify details, resolve disputes, and maintain accountability.

Access to call recordings is strictly limited to authorised Council staff. Recordings are not shared externally unless required by law or for safeguarding, legal, or regulatory purposes.

Call recordings from the Contact Centre and designated service teams are retained for up to maximum of 12 months.

Recordings initiated manually by Council employees are stored for a maximum of 3 months before being automatically deleted.

Under data protection legislation, you have rights regarding your personal data. These include the right to access your data, request corrections, and object to its processing. For more details, please refer to the Council’s main privacy notice.