We may record phone calls we make or receive for training, quality assurance and to help us to deal with enquiries; for example, where we might need to confirm the details of a previous conversation.
What we do
We identify recorded calls using the originating telephone number and the time and date of the call.
A recording may contain your personal information relating to the products and services we offer.
We may ask you for some personal information over the phone to confirm your identity, depending on the nature of your enquiry to prevent fraud and protect your data.
We use a ‘pause and resume’ function so we don’t record any part of your call that involves payment details.
Who has access to your information
We keep recorded calls securely, and only specific CITB staff, or specific staff of CITB appointed processors, are authorised to review them.
We contract a company to maintain call recording and a ‘pause and resume’ function. The company is authorised to access recorded calls only for fault diagnosis, testing and administration purposes.
How long we keep it
We delete recorded calls after 24 months, unless they are part of an active investigation.