個人資料保護辦公室

Gabinete para a Protecção de Dados Pessoais

Office for Personal Data Protection

Updated:2013/12/02
Question:
As far as hotlines are concerned, can they do without the audio device reminding callers that the line is being recorded, and use other means instead (e.g., operator explanation to each caller)?

Answer:
The law does not require the installation of audio device to inform callers of certain information, but institutions must ensure that the caller be well informed of the relevant information while using the hotline. In the opinion of this Office, generally speaking, if the arrangement is for an operator to inform each caller, then complaints may arise that their call is recorded unaware, which may give rise to disputes. Therefore, this way of informing may not be effective in securing the caller’s as well as the institution’s interests.

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