Call Recording Policy

Call recording and monitoring

Telephone calls to and from Axess may be recorded and monitored. Call recording assists Axess to maintain accurate records, train staff, monitor compliance, investigate complaints, protect staff and customers, prevent fraud and confirm payment or arrangement authorities.

Use of recordings

Recordings may be used to verify account discussions, investigate disputes or complaints, review staff training needs, assess compliance with relevant obligations, and confirm verbal authority for payment arrangements or direct debit arrangements.

Access and security

Access to recorded calls is restricted to employees or authorised persons who require access for their role. Recordings are protected by access controls and must only be used for legitimate business, compliance, training, complaint handling or legal purposes.

Requests about recordings

If you request access to a call recording, Axess will assess the request under our Personal Information Requests process. We may provide a copy or transcript where reasonable and lawful, subject to redactions or limitations needed to protect other people, privileged information or legal rights.

When a call should not be recorded

If you object to call recording, tell the Axess staff member at the start of the call. Axess will consider the request and may offer another communication method where practical. Some recordings may need to be retained where they contain required proof of identity, authority or payment instructions.

CCTV

Axess premises may use CCTV for security and safety purposes. CCTV access is restricted and footage is managed as personal information where it identifies an individual.