Telephone Recording Policy

Purpose

The purpose of this policy is to make it clear that telephone calls are recorded to ensure that Industrial Minerals provides good customer service and to confirm what will happen with the information that is recorded during conversations between Industrial Minerals staff and/or customer(s). The information shall be limited to that which is discussed and disclosed during the telephone call.

Scope

As part of Industrial Minerals’ commitment to provide good customer service, telephone calls are being recorded for quality assurance and staff training purposes, also for statistical data purposes such as reporting on the number of telephone enquires received. Telephone calls are also being recorded for dispute resolution purposes so that should a dispute ever arise, there is a record of the conversation and/or information being disputed.

Industrial Minerals records all inbound and outbound telephone calls to its general telephone number(s) including the “Contact Us” enquiries numbers (whether using the New Zealand 0800 number, or the Australia 1800 number).

The telephone call recordings shall be stored securely for a period of approx. a year after which time the recording(s) shall be destroyed, unless otherwise required by law.

The telephone call recording will start immediately the call is received or made and includes when a customer is being placed in a queue. Please note that the recording may record background noise. The telephone call recording will stop immediately the call is terminated.

Disclosure of Information

A party to a telephone call recording has the right under the Privacy Act 2020 to request access to and/or correction of any personal information that is held about that party. Should a party wish to make a request for access to that information, please send the request to:

Attention: Privacy Officer

Email: [email protected] or by post: 148 Bush Road, Rosedale, Auckland 0632

If a party would like to seek further information concerning this policy, or the party is not satisfied with the response from Industrial Minerals, a request can be made to the Privacy Commissioner at www.privacy.org.nz or in writing to the Privacy Commissioner c/- Office of the Privacy Commissioner, PO Box 10094, The Terrace, Wellington 6143.

Last updated: 23 September 2024