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Recording vulnerability
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Recording vulnerability

Unable to gain consent

Our default is to gain consent to record any information a customer shares with us.

If our customer doesn’t wish to give consent, it’s important to explain the benefits to them and reassure them with how their information will and won't be used. 

If our customer continues to object, we should record their objection on their policy. It’s important that all we record is that the customer has objected, nothing else.

If we've previously captured information which the customer no longer wants us to keep, we can arrange for it to be removed. Please speak to your manager or VC champ.

 

Where you're speaking with a customer in crisis, we have a vital interest towards the protection or prevention of harm (to themselves or to others). We do not need consent. 

These situations should be escalated to your manager or VC champ immediately.