As part of our commitment to giving the best service to our customers we record most of the calls made to our contact centres, and some of the outbound calls we make. This helps us to find ways for us to give you better service.
We record calls:
- for staff training purposes, helping us to improve the quality of our customer service and to ensure the information we provide is consistent and accurate
- for reporting on the types and numbers of enquiries we receive
- so we can find ways to simplify our service to you
- to ensure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone and/or if there is a dispute.
We understand your personal information is important and we are committed to protecting it. We store the recordings securely for a minimum of 4 years after the date of the call and destroy them after this time.
You can request access to, and correct, the personal information we hold about you. Unless we have lawful reason for withholding this information we will provide you with access. To access or update your personal information please call us on 0800 377 774.
The Privacy Officer
PO Box 2198
Email: Privacy Officer
If you are not satisfied with our response to your concern, you can contact the Privacy Commissioner:
Office of the Privacy Commissioner
PO Box 10094
Phone 0800 803 909
Fax 04 474 7590