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Call Recording Privacy Notice

We keep the Call Recording Privacy Notice under review. It was last reviewed and updated in May 2022.

If you have any questions about this Privacy Notice contact the council’s Data Protection Officer.

View the privacy information for all of the City of York Council (CYC).

Personal data

This Privacy Notice explains how we use recordings of phone calls. When a call is recorded we collect:

  • a recording of the conversation
  • your phone number

To make a payment over the telephone you are required to use your telephone key-pad to provide your payment details therefore, no payment information is recorded.

See further details about how we define personal data and non-personal data.

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Collecting personal data

City of York Council currently records phone calls in the following areas:

  • Special Education Needs Services
  • Housing repairs
  • some areas of Customer Services

We record calls when you call Customer Services about any of the following service areas:

  • Operator switchboard: 01904 551550
  • Council tax: 01904 551558
  • Housing benefit: 01904 551556
  • Parking: 01904 551309
  • Planning: 01904 551553
  • Concessionary travel: 01904 551550
  • Register office: 01904 654477
  • Electoral services: 01904 551007
  • Waste, highways and environmental services: 01904 551551

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Using personal data:

Call recordings will be used:

  • to assist in quality monitoring of staff
  • to investigate and resolve a complaint
  • for the detection, investigation and prevention of crime (including fraud)

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Sharing personal data

We may be asked to share a call recording with other council services in order for them to respond to a complaint.

Your personal data will only be shared with someone we know is acting on your behalf when we have your prior consent to do this.

The council services that Customer Services may share your personal data with will have their own Privacy Notice.

View our Service Privacy Notices.

Sharing data under Data Protection legislation

We may be required or permitted, under Data Protection legislation, to disclose your personal data without your explicit consent, for example if we have a legal obligation to do so, such as for:

  • law enforcement
  • fraud investigations
  • regulation and licensing
  • criminal prosecutions
  • court proceedings

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Recording of calls is necessary to protect the interests of you, our staff or both.

It's also in our legitimate interests, unless those interests are overridden by you by asking for your call not to be recorded.

You may request that your call isn't recorded. In this situation, you'll normally be advised to contact us either in writing or by email.

In exceptional circumstances you may be transferred to a non-recorded phone. This decision will be made by a Customer Service Team Manager, for example when he or she determines that not doing so could cause harm or distress to the caller. The team manager will, in these exceptional circumstances, ensure the caller is transferred to a phone which isn't registered for call recording.

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Retaining personal data

Recordings are kept securely and confidentially deleted after 13 months.

At the end of the retention period, we may pass any relevant information to the City Archives where it is required or appropriate to do so.

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Further processing of personal data

If we wish to use your personal data for a new purpose, not covered by this Privacy Notice or by another service Privacy Notice, then we'll provide you with a new notice.

The new notice will:

  • explain this new use before we start the processing
  • set out the relevant purposes and processing conditions

Where and whenever necessary, we'll seek your consent to the new processing, if we start to use your personal data for a purpose not mentioned in this Privacy Notice.

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Your rights relating to personal data

When we collect your personal data we'll tell you how we are going to use it. Where we process your personal data, you have a number of rights under data protection law.

See further details of your rights relating to personal data.

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Also see