Recording of Telephone Conversations Policy
The Recording of Telephone Conversations Policy governs the admissibility, procedures, responsibilities and authorities that apply to the recording, retention, reproduction and archiving of telephone conversations.
This policy applies to all employees of the Company in the country. Where referenced “employee” or “staff” in this policy, internal and external employed personnel is meant.
CONTENT
1. OVERVIEW
1.1 PROCEDURE OWNER
1.2 CLASSIFICATION
1.3 APPLICABLE REGULATIONS
1.4 RELATED [COMPANY] NORMS AND PROCEDURES
1.5 OBJECTIVES
1.6 AUDIENCE AND SCOPE
1.7 DOCUMENT SUPPORT
2. DEFINITIONS & ABBREVIATIONS
3. ADMISSIBILITY OF RECORDED TELEPHONE CONVERSATIONS
3.1 OVERVIEW
3.2 RECORDING OF TELEPHONE CONVERSATIONS OF AND/ OR WITH EMPLOYEES WORKING IN TRADING AND TRADING-RELATED AREAS
3.3 RECORDING OF TELEPHONE CONVERSATIONS OF EMPLOYEES WITH DIRECT TELEPHONE CONTACT TO CLIENTS IN ORDER TO IMPROVE TELEPHONE SERVICE, TRAIN EMPLOYEES AND SETTLE COMPLAINTS
3.4 EXCEPTIONAL RECORDING
3.5 RECORDING OF TELEPHONE CONVERSATIONS TO SUPPORT AN INVESTIGATION
4. INFORMING THE OTHER PARTY
4.1 RECORDING A TELEPHONE CONVERSATION WITH THE OTHER PARTY’S CONSENT
4.2 RECORDING A TELEPHONE CONVERSATION WITHOUT THE OTHER PARTY’S CONSENT
4.3 SPONTANEOUS INFORMATION OBLIGATION
5. INFORMING EMPLOYEES
6. RECORDING
6.1 RECORDING EQUIPMENT
6.2 RESPONSIBLE RECORDING ORGANIZATIONAL UNIT
6.3 RETENTION PERIOD
7. ACCESS TO RECORDED CONVERSATIONS
8. CONFIDENTIALITY
9. ASSURANCE OF RECORDING OF ANY ELECTRONIC AND/ OR AUDIO COMMUNICATION
10. EXCEPTIONS
11. FINAL CONSIDERATIONS
11.1 DISCIPLINARY ACTIONS AGAINST PROCEDURE VIOLATION
11.2 DOCUMENT REVISION
Pages: 12
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