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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: phone contact: recording of phone calls for quality monitoring purposes: telling the customer that they are being recorded

Recording phone calls in DM for training purposes

We must ensure consistent standards when recording phone calls for training/assurance purposes (e.g. use of Retell recorders in the DTO network).

All managers/staff must ensure that where a call is being recorded for training/assurance purposes they must tell the customer that the recording is taking place.

OFCOM guidance states that: “Every reasonable effort must be made to inform all parties to the phone conversation that it may be recorded”.

If a customer is unhappy about this we should give them the opportunity to say so and if they do not wish the call to be recorded, it (the call) should be terminated immediately.

For detailed guidance on this see

  • Standard and procedures - Complying with the law 
  • Standards and procedures - On the phone