Recording vulnerability

• Why we record
• What we record
• When we record
• TEXAS in action
• Using IDEA and TEXAS
• Unable to gain consent
• When to escalate

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When to escalate

There may be a handful of situations where it's unreasonable to think that we'd ever get consent.  These situations are likely to be exceptional, and extreme, such as:

• The customer is finding it hard to speak over the phone and the conversation has already been challenging for them.
• They're in immediate danger and we need to end the call promptly.
• They appear very confused or do not understand much. Asking more questions is only going to increase their emotional state.

In examples like these, it’s unlikely we’d be able to gain consent but not recording could put the customer at further risk of harm.

 

If this happens you must ESCALATE the situation to the appropriate person. This will be;

Just Group - your data protection champ. They will review the interaction and help decide what to do next.

Everyone else - please speak to your manager or VC champ.