Source: Human Rights Commission
Background
The Human Rights Commission handles many calls every day on a varied range of topics. Recording calls helps us ensure our service meets your expectations and helps us identify ways to improve our service.
What is the purpose for recording calls?
We record calls:
- for staff training purposes
- to improve the quality of our service
- to ensure the information we provide is consistent and accurate
- for reporting on the types and numbers of enquiries we receive
- to ensure we have an accurate record of your call
Which calls are recorded?
- Inbound calls to our 0800 numbers.
- Most direct-dialled calls to, and outbound calls from, our Human Rights Information and Support Services team.
Recording automatically starts when your call is answered. This includes when you are placed on hold, which means the recording may pick up background noise and conversations you have with other people while you are waiting for your call to be answered.
When we record your call, we also automatically collect the phone number that you have called from and store this. This is necessary in case we need to retrieve the call recording in the future. We do not use this phone number for any other purpose and will not use it to contact you unless you ask us to.
Recording automatically stops when:
- the call is disconnected or terminated; or
- the call is transferred to an extension outside of the Human Rights Information and Support Service team.
How can I contact the Human Rights Commission if I do not want to be recorded?
If you do not want your call to be recorded, we recommend you email or write to us.
Storage of call recordings?
Calls are recorded electronically and stored online. The recordings are stored securely as legally required, and then they are securely destroyed.
Who has access to call recording information?
Call recording information will only be accessed by authorised Human Rights Commission personnel and only for the purposes indicated above.
Call recordings may be disclosed in full or in part in response to requests made under the Official Information Act 1982 or Privacy Act 2020. Requests are assessed on a case-by-case basis, giving due consideration to the privacy interests of the individuals involved.
Can I request a copy of a recording?
You have the right to request access to and correction of any personal information that we hold about you. If you wish to request a copy of your call recording you can contact us on 0800 496 877 or email [email protected] .
We will evaluate the call recording you request. Unless we have a lawful reason to withhold the information, we will provide you with access to the call recording.
We will provide the call recording electronically by email in the first instance. In some circumstances, we may provide a written summary of the call recording, particularly if parts of the call recording are withheld. We will comply with the Privacy Act timeframes for responding to your request.
