Your data: contact centre call recording

How we use your information

Aberdeen City Council records calls made to our contact centre, so we can monitor and improve the quality of our customer service. We use call recordings for performance reviews with our customer service team

How long we keep your information for

We will keep your information for six months from the date it is captured. We do not record payment information from your call in order to be PCI-DSS compliant.

Your data will be stored on secure servers maintained by Aberdeen City Council in the UK.

Your rights

You have rights to your data, including the right to ask for a copy of it. See more information about all of the rights you have. You also have the right to make a complaint to the Information Commissioner’s Office. That is the body responsible for making sure organisations like the Council handle your data lawfully.

Our legal basis

Aberdeen City Council is the Data Controller for this information. Wherever the Council processes personal data, we need to make sure we have a legal basis for doing so in data protection law. The Council understands our legal basis for processing personal data in relation to call recording as 6(1)(e) of the General Data Protection Regulation. This is because monitoring and improving the access we provide to Council services through our contact centre is part of our public task.


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