Tel: 01932 730890 +44 1932730890

E-mail:

You are currently on the United Kingdom Website Click here for the US Website Click here for the Dutch Website Click here for the Dutch Website
 
 
 
 

How has the recording of phone calls improved the profitability of other companies?

Looking for phone recorders but confused about which ones to buy?

Read in depth master classes to help you to choose...

Why do some phone recorders cost £20, some cost £200, and some £20,000?

Have it explained so you can choose what is right for you...

£300,000 contract won by a contract call centre because they can send recordings of phone calls to their clients

How Channel Strategy gets of calls automatically sorted by client and campaign...

Barclays Banks records phone calls in 140 Customer Service Sections across England at random

How Barclays Bank uses phone recordings and benefits...

Retell Best Sellers

More and more people are recording phones on their own PCs for £249.99 per seat.

More on PC phone recording...

Many trainers like cassettes so that they can listen to calls in training rooms and the car

Read how you can record on cassette and have good sound quality..

Fully guaranteed analogue telephone call cassette phone recorder for £59.95 for home use.

See our specials page for many different stock clearance products...

Legality of recording at home

While Oftel says that at work every reasonable effort should be made to inform all parties to a call that it may or will be recorded, silently monitored or intruded into the latest information from them for recording at home is different.

Oftel's overview of the interception, recording and monitoring of communications:
The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:
Regulation of Investigatory Powers Act 2000 ("RIPA")
Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 ("LBP Regulations")
Data Protection Act 1998
Telecommunications (Data Protection and Privacy) Regulations 1999
Human Rights Act 1998
It is not possible to provide comprehensive detail of that legislation here. Any person considering interception, recording or monitoring of telephone calls or e-mails is strongly advised to seek his/her own independent legal advice and should not seek to rely on the general information provided below. It should be borne in mind that criminal offences and civil actions may occur when the relevant legislation is not complied with.

Can I record telephone conversations on my home phone?
Yes. The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, ie someone who was neither the caller or sender nor the intended recipient of the original communication. For further information search the Home Office Website where RIPA is posted.

Do I have to let people know that I intend to record their telephone conversations with me?
No, provided you are not intending to make the contents of the communication available to a third party. If you are you will need the consent of the person you are recording.

Can a business or other organisation record or monitor my phone calls or e-mail correspondence with them?
Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:

  • to provide evidence of a business transaction
  • to ensure that a business complies with regulatory procedures
  • to see that quality standards or targets are being met in the interests of national security
  • to prevent or detect crime to investigate the unauthorised use of a telecom system
  • to secure the effective operation of the telecom system.
In addition, businesses can monitor, but not record, phone calls or e-mails that have been received to see whether they are relevant to the business (ie open an employee's voicemail or mailbox systems while they are away to see if there are any business communications stored there). For further information see the DTI website where the LBP Regulations are posted.

 



Further Information

'I never said that!' - the importance of telephone recordings. Read about the importance of recording telephone conversations for both customers and firms on the Financial Ombudsman Service website

Click here to open the article in a new window...

Retell cannot give you definitive legal advice, you have to contact the appropriate government department or your solicitor for that.

However, as part of our service to our customers we endeavour to collect on our web site relevant information so that Retell can be, as far as possible, a "one stop shop" of both recording equipment and advice on its use.

Please feel free to contact Retell for further information.

Alternatively go to Oftel's homepage: www.oftel.gov.uk or contact them direct at:

Oftel,
Export House,
50 Ludgate Hill,
London
EC4M 7JJ
Tel: 0345 145 000

and go to the Information Commissioner's Homepage : www.dataprotection.gov.uk or contact them direct at:

Information Commissioner,
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire
SK9 5AF
Tel: 01625 545700

The DTI also has other relevant infomation on their website or contact them direct at:

DTI Enquiry Unit
1 Victoria Street
London SW1H OET
Tel: 020 7215 5000

While as accurate possible and given in good faith Retell cannot accept any liability for reliance by any person on legal information that we pass on.

 

Top of page

Please let us know how we could improve your experience of this page, the website or our products by emailing:

 

© Retell 2003

Retell Ltd, 53 Thames Street, Sunbury on Thames, Middlesex TW16 5QH, England
Tel: 01932 730890
Fax: 01932 780383
email: