Transcript of phone call

mistyarthur

Recently my mum received a letter informing her that her tax credits had been overpaid because she didn't inform them I had finished being a student. (she did tell them.) They told her that there was no option for appeal so she wrote back asking for a transcript because they tell you they record phone calls and gave the date and approximate time to them, she got back a near identical letter to the original saying that there was no option for appeal and making no mention to the recorded conversation.
I'm aware they may not have recorded the conversation but surely they could say that? Is there not a right to have access to any recordings of you if you give enough time? Finally is there anything we can do if they say there is no appeal available?
Thank you all in advance!

Astaroth

If it is a case of "we may record calls for training purposes" then it is very possible that they do not definitively know if the call has been recorded or not... given that it will not be kept in an ordered manor then there is no obligations under the DPA either.

I have no idea about any rights to appeal etc or not

fatblokexl

you can request a cd of your calls made to the helpline but this needs to be done in writing as a SAR (Subject Access Request).
cal the tax credit helpline for the address (the dept you need to write to is in newcastle somewhere) and they are duty bound to give you at least an intial response within 40 days (i think).

mrbnewc1

Hi

It's not necessary to ask for it as a Subject Access Request, as this is for ALL the records they hold on your mother. As it's something specific i.e. a transcript of a telephone call, get your mother to call them and ask to speak to the data protection officer (they will have one!). They are atleast obliged to send a written transcript of the call...not necessarily a proper copy of the recording.

Good luck...let us know how your mother gets on.


Mrbnewc1

christabell

Why not have your mum visit her MP? I have done this twice in the past and a letter from him/her may just work wonders.
Good Luck

fatblokexl

mrbnewc1 wrote:

Hi

It's not necessary to ask for it as a Subject Access Request, as this is for ALL the records they hold on your mother. As it's something specific i.e. a transcript of a telephone call, get your mother to call them and ask to speak to the data protection officer (they will have one!). They are atleast obliged to send a written transcript of the call...not necessarily a proper copy of the recording.

Good luck...let us know how your mother gets on.


Mrbnewc1

all requests need to be made in writing!!!!

suffolkb

I am in a similar position and have asked for `phone transcripts. They have written to say that they will be sending me a CD. That was quite a while ago and nothing received yet.

mrbnewc1

A specific request like a trascript of a specific telephone call does not necessarily need to be put in writing. If you wanted copies of everything they held on you under Data Protection (Subject Access Request), it would be a different matter.

Mrbnewc1

trubster

Whats the difference between a SA Request and a DPA Request??

mistyarthur

Subject Access Request is requesting information held on you which you are entitled to do under the Data Protection Act, I think?