Telephone Call Recording Privacy Notice

Which calls does this refer to?

This includes most incoming and outgoing telephone calls that are handled by our branches and Head Office.  The recording will be manually terminated on any calls where payment details are taken by the finance team or credit control.

Why are calls recorded?

Recording customer conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality and improve services.  It also gives access to a verbal record of what is said in the event of a subsequent complaint.

How the law allows us to use your information

All personal data held, is processed in accordance with data protection law. The data controller for the information outlined in this privacy notice is Better Healthcare Services Limited.

The legal basis for processing the data is:

  • It is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller, in order to improve services
  • The legitimate interests of data controller
  • Necessary for the performance of a contract with the data subject (for recording of staff taking calls)

How have we informed our customers that we record calls?

  • This privacy notice is published on the website.
  • Customers who ring Better Healthcare Services branches hear the following message
  • “Your call may be recorded for training and monitoring purposes. Personal data may be collected in order to resolve your enquiry. To find out more about how we use your personal data please visit www.betterhealthcare.co.uk”
  • On outbound calls our staff notify callers that their call is being recorded and obtain permission to proceed.

Who we will share your information with

We will not normally share your information. However, there may be certain circumstances where we would share without consent such as where we are required to do so by law, to safeguard staff and public safety, and in risk of harm or emergency situations. We will only share the minimum information for the purpose, on a need to know basis and with appropriate individuals.

How long we keep your personal information

We will only keep your information for the minimum period necessary. The information outlined in this privacy notice will be kept for 60 days after recording. All information will be held securely and destroyed under confidential conditions.

Your rights

You have a number of rights under data protection law, including the right to request your information.

To request your records, you will need to provide proof of identification and write to Better Healthcare Services, 11-15 St Mary at Hill, London, EC3R 8EE or email dataprotectionofficer@sonderwell.co.uk

You can find more information about data protection and how it applies to you on the Information Commissioner’s Office website.