The recording of telephone conversations is tightly controlled by law in Australia. The federal Telecommunications (Interception) Act 1979 and State and Territory listening devices laws may both apply to this activity. The general rule is that the call may not be recorded. There are exceptions to these rules in very limited circumstances including where a warrant applies.
Reasons conversations may be recorded could include:
- To protect you in your dealings with the organisation, for example to record your instructions to a stockbroker.
- To provide a record in the event of a dispute about the transaction, for example when placing a bet with a TAB.
- To improve customer service, for example, monitoring training or coaching of staff who handle telephone calls.
How to enable call recording
The ANU provides a facility that enables you to record calls from your extension. Calls may be recorded for business related purposes such as surveys, interviews, etc. To enable this functionality you will need to ask your supervisor to log a request with the Service desk.
Once the request has been logged the telephony team will make the necessary configuration changes and once completed two new buttons will appear on your phone's display, "No Hold Conference" and "Rec Verint". Once the changes have been made you can start to record calls.
How to use call recording
- Dial the number as usual.
- Once the call has been answered you will need to inform the called party that you intend to record the conversation and for what reason. If the called party does not agree to have their call recorded you must not proceed to record the conversation.
- If the called party agrees then you should press "No Hold Conference" then press "Rec Verint". On the display of the phone you will see "Conference 2" appear. This means that the call is being recorded.
- Once you have started the recording process you should again advise the called party that the conversation is being recorded, and ask for their agreement to this. This ensures there is a record of you advising them that you are recording the conversation and their agreement to being recorded on the recording itself.
- When you have finished the call simply end it in the usual way.
Please note that no recordings will be made available if there is not a clear statement by the called party at the start of the recording that they agree to have the call recorded.
How to recover your call recording
To recover the recording you must raise a request via the Service desk, please include the following information:
- The date and time that the recording commenced
- The duration of the conversation
- The extension number the call was made from
Upon receipt of this information the telephony team will recover the recording, check for compliance against the advisement and acknowledgement that the recording is taking place and if ok will then either forward it to you in an electronic format (.wav file) or, if the file is too large, load it on to a user provided USB drive which can then be played back on your computer/laptop using your built in media player.
Recording of voice mail messages
This will only be done in exceptional circumstances and in the first instance you should contact ANU security on 6125 2249 to discuss your reasons for wanting a recording made. If deemed appropriate they are able to request that the message be recorded to enable them to take further action if necessary.
Under no circumstances will general requests to record personal voice mail messages or conversations be allowed.
If you have any general questions about the facilities available to you please do not hesitate to contact the Service Desk.