Issue - meetings

The Committee resolved:-

(i)            to note that there was a small typing error at section 3.1.1 of the policy and the last sentence should read, “We do not record payment information from customers in order to be PCI-DSS compliant.”; and

(ii)          to approve the policy, subject to the addition of wording at 2.2.5 which would highlight that it should be read in conjunction with the Managing Discipline Policy in terms of the ability of Trade Union representatives to have access to call recordings where they were used for the purpose of disciplinary action, and to request that officers prepare suitable wording for the Call Recording Policy to reflect this.

The Committee had before it a report by the Director of Customer which sought approval of a revised Policy on the Use of Call Recording which provided the framework for the recording and monitoring of calls in the Customer Contact Centre.

The report recommended:-

that Committee approve the revised policy and instruct the Chief Officer – Customer Experience to implement the outlined changes.

The Committee resolved:-

(i)            to note that there was a small typing error at section 3.1.1 of the policy and the last sentence should read, “We do not record payment information from customers in order to be PCI-DSS compliant.”; and

(ii)          to approve the policy, subject to the addition of wording at 2.2.5 “Where recordings are used for the purpose of disciplinary action, this policy should read in conjunction with the Managing Discipline policy and paragraph 3.4. of this policy.  Where, in a disciplinary context, an employee seeks the assistance of a trade union representative, the representative is entitled (with consent of the employee) (i) to be provided with any such material which is to be presented in evidence at a disciplinary hearing and (ii) to request access to a recording in terms of paragraph 3.4.3.”