Recorded calls

kinderbar

So I was just on the phone to a broadband provider. Won't say which one yet in case they've done nothing wrong.

I mentioned I was recording the call just for my own security as what's been going on with them has been for a while and I wanted proof on my side.

The person on the other end then says: "just to let you know that if you play the recording to anybody else you will be breaking the law because it is illegal.

So I did some quick research and citizens advice gave me this:

"There is nothing to stop someone recording a telephone call they are part of, even if the other person doesn’t know. However, it may be against the law to give the recording or information contained in the telephone call to someone else. It is likely to be considered a breach of confidence if it was clear the content of the call was confidential and it was not in the interests of the public to disclose it. Passing the contents of the call to someone else would have to be done in compliance with the Data Protection Act."


I'm not sure how to interpret it though. I mean I'm pretty sure it is in the public interest to know if a big broadband company is messing around with its custoers and I have never been given any indication that a call to a major provider is "confidential."


Can someone advise me on this? It wasn't said in a threatening tone per say but I will still be extremely annoyed because no matter how it's said, that's a kind of threatening thing to say to someone. Especially if they're deceiving me

LazyTyper

Have a look at this Ofcom (then Oftel) article.

You are permitted to record the phone call provided it is for your own use. You don't even need to tell the other person you are recording.

What you must not do is send that recording on to others or publish it on-line.

kinderbar

So if I have a dispute with my broadband provider and I escalate the issue to ofcom, I can't give them any recordings I have made? Ofcom are a third party after all.

JJ_Egan

Your provider would need the recording well before you got to Ofcom .

LazyTyper

From what I understand, an ADR (such as CISAS or Ombudman Services: Communications) will accept a call recording as evidence of a complaint taken to them. Your provider may also present call recordings they have taken also.

As long as the recordings are clear and you do not attempt to confuse or entrap then I do not see why there would be any issue.

Retrogamer

kinderbar wrote: »

So if I have a dispute with my broadband provider and I escalate the issue to ofcom, I can't give them any recordings I have made? Ofcom are a third party after all.

Don't bother with Offcom, they won't care or help very much.

ISPA is the best method of complaining unless you're with Talk Talk.