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Telephone Recording Policy Notice


DrainBoss Plumbing & Drainage Ltd. has 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, to help us in dispute resolution, and security purposes.

We do this in the interests of offering a good service to our customers.

If you object to this, you will need to end the call when you are told that calls may be recorded. Alternative methods of communication are available.

All calls with DrainBoss may be recorded and will be retained for a period of six months after which they will be deleted unless retained for the purposes specified in this policy. Recordings will only be used for the purposes specified in this policy.

Purpose of this telephone recording policy

In order to maintain high standards and protect the public and staff we need to record all telephone calls received into, and made from the Customer Advice and Information Centre and retain them for a limited period of time.

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

Scope of policy

All calls call made to or from the Customer Advice and Information Centre may be recorded. Under normal circumstances a call will not be retrieved, monitored or retained for longer than six months unless:

If it becomes clear that a communication is private or the person making the call says that they do not wish to have their call recorded, the call recording will be stopped.

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:

Advising callers that calls are being monitored/recorded

When calls are received at DrainBoss we will inform the caller that their call is being recorded for quality/training purposes so that they have the opportunity to consent by continuing with the call or hanging up. Outbound calls may also be recorded. Our terms and conditions also state that calls are recorded.