CH203530 | How to do a compliance check: recording information: retaining voicemail messages

When you receive a voicemail in relation to a compliance check you are working on, you must record the interaction on Caseflow.

As well as receiving the voicemail in Teams, you will automatically be sent an email. The email will contain a file which is a clip of the voicemail.

Once you have listened to the recording and read the transcript in the email, you must record any relevant information as an interaction in Caseflow or the relevant case management system used in your business area. You do not need to record details of the whole message.

To comply with UK GDPR you must delete the email and voice recording on Teams once you have recorded the relevant information. Voicemails are biometric data and qualify as special category personal data. Therefore, voicemail messages or email must not be uploaded to Documentum on Caseflow or any other document location.