Information

Question

1. Do you have any guidance or policy for the public or service users to record calls when they speak to your staff or call centres Do you Inform Users they can record. If the answer is no what is the reason for this please.
2. If You have a Unacceptable Behaviour Policy and Procedure can you tell me if one of these are to object to telephone calls being recorded by the caller due to it being not necessary or unwanted or indeed the staff member feels threatened can you explain why you would have such Unacceptable Behaviour Policy and Procedure that goes against current uk law.
3. Are your staff the majority of them who answer public calls or when meeting a member of public are staff aware of the policies and the laws ref telephone recordings using the relevant laws laid down by legislation. if the answer is no why not.
4. If you have no policy advice or framework for the above will you develop a policy etc. Will you encourage the public to record a 2 way conversation if the answer is no why not.
5. What are your organizations views on charging the public in foi requests and data protection and subject access requests should their information request be free. What happens in a situation a benefit claimant or non-waged person needs information what do you do to help them or someone who has no spare income. Is it fair if the public record you then they should charge you for a copy of the recording or video the same fee you charge them. Any tips and comments will help the public understand the uks public servants and business policies ref this subject.
6. What do you do and what is your policy when a serious complaint against a staff member is made when a person complains about wrong doing and has evidence of foul play in your organization will you accept covertly or permission based Audio or video evidence in the case.Do you Fully investigate under public interest laws and take note of any criminal charges. if the answer is no why not.

Answer

Thank you for your email dated 5th October 2019 where you requested information about OPCC policies and procedures. From our preliminary assessment, it is clear that we will not be able to answer your request without further clarification.

To be valid under Section 8(1)(b) of the Freedom of Information Act, a request for information must state the name of the applicant and an address for correspondence. Applicants must provide their real name and not use a pseudonym. In addition to this, Section 8(1)(c) requires that a request for information must also adequately describe the information sought. Therefore I would be grateful if you could be more explicit in what information you are requesting to comply with Section 8(1)(c) of the Act.

To help you define your request, Section 84 of the Act defines the ‘information’ a public authority can be asked to provide under the Act. It makes clear that it means recorded information held in any form, electronic or paper. Public authorities are not required to create new information in order to comply with a request for information under the Act. They only need to consider information already in existence at the time a request is received.

In addition to this, to comply with Section 8(1)(b) could you provide further details in relation to your full real name. This will then enable me to fulfil your request for information.

If I do not receive clarification within three months your request will be considered to have lapsed. (Under section 1(3) of the Freedom of Information Act (FOIA), a public authority need not comply with a request unless any further information reasonably required to locate the information is supplied).

Please remember to quote the reference number above in any future communications.