COMPANY INFORMATION

1. Purpose

This policy establishes guidelines for recording telephone and virtual calls to ensure compliance with applicable laws, protect the privacy of all parties, and support operational needs such as quality assurance, training, and dispute resolution.

2. Scope

This policy applies to:

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  All employees, contractors, and representatives who participate in company communications.
  
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  All incoming and outgoing calls handled through company communication systems.
  
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  Customer, vendor, and internal calls that the company chooses to record.
  

3. Legal Compliance

The company will comply with all applicable local, state/provincial, federal, and international laws regarding call recording.

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  Consent Requirements: Call recording will occur only when legally permitted, and required consent will be obtained (e.g., one-party or two-party consent jurisdictions).
  
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  Notification: Call participants will be informed of recording at the start of the call or through an automated message.
  

4. Recording Notification

The company must ensure that:

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  An automated announcement or verbal notice is provided at the beginning of a recorded call.
  
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  Employees may not disable or bypass recording without authorized approval.
  
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  If a caller objects to recording, employees must follow company procedures (e.g., pause recording, offer alternative communication methods).
  

5. Permitted Uses of Recordings

Recordings may be used for:

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  Quality assurance and customer service evaluation
  
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  Training and coaching
  
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  Compliance monitoring
  
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  Security and fraud prevention
  
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  Investigating complaints, incidents, or disputes
  
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  Legal or regulatory requirements
  

Recordings may not be used for any unlawful or retaliatory purpose.

6. Access, Storage & Retention

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  Access: Only authorized personnel (e.g., management, compliance, legal, HR) may access recordings.
  
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  Storage: Recordings will be stored securely using encryption and access controls.
  
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  Retention: Recordings will be retained only as long as necessary for the business purpose or as required by law (typical retention: 30–180 days, unless part of an active case).
  
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  Deletion: Recordings will be permanently deleted after the retention period unless a legal hold is in place.
  

7. Confidentiality & Data Protection

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  Employees must treat recorded information as confidential.
  
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  Personal or sensitive information within recordings must be protected according to company privacy and data protection standards.
  
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  Sharing recordings outside authorized channels is strictly prohibited.
  

8. Employee Responsibilities

Employees must:

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  Inform participants when required by law or company policy.
  
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  Follow scripts or guidelines for consent.
  
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  Immediately report any suspected misuse or breach of recorded data.
  

9. Prohibited Practices

The following are strictly prohibited:

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  Recording calls without proper consent
  
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  Copying, downloading, or distributing recordings without authorization
  
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  Using recorded information for non-business purposes
  
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  Tampering with or deleting recordings outside retention rules
  

10. Enforcement & Disciplinary Action

Violations of this policy may result in disciplinary action up to and including termination, and may involve civil or criminal penalties depending on the jurisdiction.

11. Policy Review

This policy will be reviewed annually and updated as required to ensure continued compliance with legal and operational requirements.