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:
Where incoming calls are going to be recorded with prior warning, and if the caller objects straight away, but the recording is unable to be stopped immediately, what should be done? Is the warning “in order to ensure good service quality, your phone call is going to be recorded” adequate under such circumstance?

Answer:
Where the caller is opposed to the recording, it is advisable to offer other options of contacting the agency, such as by correspondence, personal visit or email. If the agency believes that a warning like “in order to ensure good service quality, your phone call is going to be recorded” is not adequate, it may add an advice such as “you may also contact this agency by way of so-and-so”.

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