1. Scope & Purpose of Call Recording
Metro Fixings Ltd records incoming and outgoing telephone calls handled by our central sales desk, trade counters, customer support, and administrative lines. Recording is conducted for the following operational reasons:
- Quality Control & Staff Training: Assessing customer service performance and delivering ongoing staff development programmes.
- Order & Specification Verification: Establishing a clear record of verbal orders, component technical specifications, cut-list requests, and site dispatch arrangements.
- Dispute Resolution: Providing an evidentiary record to resolve invoice queries, delivery misunderstandings, or contractual claims fairly.
- Security & Regulatory Compliance: Ensuring compliance with industry regulations and protecting staff against abusive, aggressive, or fraudulent behavior.
2. Legal Framework & Lawful Basis
Telephone recordings are processed in accordance with the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000, the Investigatory Powers Act 2016, and the UK General Data Protection Regulation (UK GDPR):
3. Payment Card Data Safeguards
To comply with Payment Card Industry Data Security Standards (PCI-DSS), sensitive card details (such as the 16-digit PAN, expiry date, or CVV security code) provided verbally over the telephone are not recorded. Our telephony system automatically suppresses audio capture or utilizes manual pause/resume controls while card details are being entered into our merchant payment gateway.
4. Data Security & Retention Schedule
Call recordings are stored securely on encrypted digital storage platforms accessible only by authorized management and compliance personnel. Recordings are routinely retained for a period of up to 30 days, after which they are automatically purged, unless a longer retention period is specifically required to resolve an ongoing order dispute, legal obligation, or investigation.
