Introduction

Trade Save Kitchens has in place a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance and security purposes.

All calls received at Trade Save Kitchens will be recorded by us and will be retained for a period of six months. These recordings will only be used for the purposes specified in this policy.

We shall ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation. This includes:

• it is necessary to investigate a complaint
• it is part of a management 'spot check' that customer service standards are being met
• there is a threat to the health and safety of staff or visitors or for the prevention or detection of crime
• it is necessary to check compliance with regulatory procedures
• it will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way.

Collecting information

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with data protection law. It will be:

• adequate, relevant and not excessive
• used for the purpose(s) stated in this policy only and not used for any other purposes
• accessible only to managerial staff
• treated confidentially
• stored securely
• not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.