A request for information about audio – visual recording – 18145
Ref: FOI/18145
RE: FREEDOM OF INFORMATION ACT 2000 REQUEST
I am writing to confirm that the West Midlands Fire Service has now completed its search for the information you requested on 11th October 2018.
Please find below a summary of our findings.
Reque
Are Service Users or the general public allowed to audio-visually record meeting and calls with your staff? If so, do they require permission or are they permitted to do so covertly?
Reply
No, they would require permission.
Request
Do you have any guidance or policy for the public or service users to record calls when they speak to your staff
Reply
No
Request
What is your organisations protocol on service users recording calls when they speak to your staff or call centres? Please provide a copy of your policy, procedure and guideline notes on this issue.
Reply
Not applicable
Request
Do you Inform Users they can record. If the answer is no what is the reason for this please if so do send me a copy.
Reply
Not applicable
Request
Are service users made aware of their right to record the encounter, if they choose to do so? Is this reflected in you policy document on the matter?
Reply
Not applicable
Request
Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy? Regarding court staff the public or the court itself.
Reply
West Midlands Fire Service employees are not considered as court staff. However we do have unacceptable behaviour polices.
Request
If such a policy contains points of objectionable behaviour such as telephones calls being recorded by the caller due to them being not necessary or unwanted or needed, and furthermore the staff members may feel threatened or apprehensive, are you aware that denying users the right to record calls goes against the current UK laws.
Reply
Not applicable.
Request
What is our organisations current charging policy for Freedom of Information requests (FOI) or Subject Access Requests (SAR)? If charges are applied are concessions available for those on low income or students?
Reply
West Midlands Fire Service does not charge for FOI, however if the request exceed the time allowed under the Freedom of Information 2000 we can apply charges, however we will always try to assist requester under Section 16 of the Freedom of Information Act 2000 to refine the request so it is within the prescribed time limit. We do not charge for Subject Access Requests (SAR).
Request
What is your organisations complaints policy? Please can you forward me a copy? Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation?
Reply
Please see attached.
Request
Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation?
Reply
West Midlands Fire Services complaints procedure does not have any guidance in relation to convert recordings part of an investigation. However if such evidence was presented form a reliable source which could verified e.g. CCTV with audio it may be considered.
If you have any queries about this email, please contact me. Please remember to quote the reference number above in any future communications. If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision please write to The Public Relations Department, West Midlands Fire Service, 99 Vauxhall Road, Birmingham, B7 4HW
Further information concerning Freedom of Information requests can be found on the Information Commissioner website at either the following link: https://ico.org.uk/ or at Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
