GDPR Requirement to give personal Information

LadyDee

I helped my friend with a problem on her Sky a/c. She made the call then told CS that she was passing the phone to her friend who she wanted to explain the problem and sort it out for her. Easy. No drama, no hurt feelings. Some people just can't help making life difficult.

Hermione_Granger

I honestly can't understand why people post on forums such as this one asking for advice and opinions when:

a/ They have already made their mind up that they are correct,

b/ Have already decided that the company that they were asking about was totally in the wrong and,

c/ Anyone who thinks that the company concerned was not doing anything wrong is incorrect.

darkan9el

Actually Hermione, I'm asking for clarification not advice, opinions come regardless.

1. The mistake I made was in being the first on the phone
2. Can't remember saying "Totally" but they did have a part to play in the debacle but knock ya self out and put words in my mouth to justify your argument.
3. You seem to be a bit delusional in my perspective of the replies.

Thanks for your opinion

NeilCr

darkan9el wrote: »

They could have validated the customer was who he said he was in a few minutes and that I was authorised by him to help. I had all of his details to hand and was more than willing to pass the phone over to him. I mean even for a scripted CS that ain't hard to do.

The mistake I made was in being the first on the phone, he should have answered but the first call was a 15min wait only to be cut off, the second was approx 20mins, this is why I was initially on the phone, all they had to do was ask me to pass the phone over and they could quite easily have verified his identity and moved on to the issue at hand.

So why didn't you just say that you were going to pass the phone over to him to validate. It's what we do.

Forget the time and who rang who. Just explain that you are representing him and he will validate. Having all his details doesn't help. Think this went wrong in the communication between you and BT.

darkan9el

I did, I told them almost immediately that I had their customer with me and that he could confirm any information required to move forward, this was the problem they were very insistent that I give them my details and that didn't make any sense to me at all. The logic was not there and even when the customer took the call they were extremely obstinate with him, that's why he was getting vexed, they just wouldn't listen to him. I even went as far as to make sure I had called BT and not a rogue number because of the behaviour of these people.

As stated earlier in this thread GDPR isn't about obtaining data and personal information its how that data and personal information is handled by the company holding it so to say I had to give this information because of GDPR is incorrect, it would appear the staff of BT are being taught incorrectly and I would like to here from someone who can speak about this subject.

I think you are all fixating on a scenario that did not happen, if's, but's and maybe's don't exist so what is the point in mentioning them. I gave them multiple opportunities to move forward and I never asked for his personal information, there was never any suggestion that I was phishing for his information and I repeatedly asked them to speak to the customer so they could validate his identity. I didn't need to ask them for any information I had it in front of me, the only route that data was going to flow was to them in the course of them verifying his Identity, which he was more than willing to do to get his issue dealt with.

I'd like to thank the people who have given some question focused replies and thank you for your time.

meer53

What is your issue with giving them your details ? Whether they were right to request it or not, they need to protect their customer (who is 85 !) and themselves, you could have been anyone for all they know ! At least they would have had a record of the person speaking on behalf of their customer, "Dave" or whatever name you give would not have been enough.

antrobus

darkan9el wrote: »

...
My question: Under GDPR, was it Lawful for them to try and obtain my information and was I legally bound to give it or terminate the call?

Yes.

Your friend can indeed give his consent for a Joe Smith of 17 Wisteria Gardens, contact no 07812345 to access his data whatever on his behalf. But not some chap called 'Joe' who refuses to give any further details. What are BT supposed to do when friend complains there has been a data breech and that some twonk has fd up his account?

Get real.:)

Carrot007

antrobus wrote: »

Yes.

Your friend can indeed give his consent for a Joe Smith of 17 Wisteria Gardens, contact no 07812345 to access his data whatever on his behalf. But not some chap called 'Joe' who refuses to give any further details. What are BT supposed to do when friend complains there has been a data breech and that some twonk has fd up his account?

Get real.:)

However it is nothing to do with GDPR.


Anyhow to OP...



If your friend rang and handed you over then there is no reason for them to want to know more.


If he did not then they should verify details given.


Again it is not a GDPR issue, however it is potentially reasonable.


GDPR like general data protection before it is often used as a hammer to get people to do things. However it is not the reason but so many idiots just wont accept because it is our policy as a good reason, so the support idiots just use what management tells them to.


If your friend can afford it move to AAISP who care about salving problems. However if it is just because the line is long then thats that. Unless FTTC is available. I get around 60 on FTTC and would get under 1 on adsl.

Labsuper

BT do not have to deal with the OP at all. If they are unsure that the OP is acting for their friend they have a duty to ask more questions to ascertain that they are. If the OP refuses to answer BT's questions and BT are in any doubt they are rightly not going to deal with them.

darkan9el

antrobus wrote: »

Yes.

Your friend can indeed give his consent for a Joe Smith of 17 Wisteria Gardens, contact no 07812345 to access his data whatever on his behalf. But not some chap called 'Joe' who refuses to give any further details. What are BT supposed to do when friend complains there has been a data breech and that some twonk has fd up his account?

Get real.:)

I'll stick with my workaround, that satisfies all parties (barring Joe and Twonks)