Phone Recording Policy
Norfolk County records phone calls when you connect with a ServiceNorfolk agent through 519-426-5870 or 226-NORFOLK, extension 0.
Recording begins when your call is answered by a ServiceNorfolk agent and ends when your call is completed or if you are transferred to another staff member. Calls are not recorded when callers enter a direct extension to reach a specific employee.
Why we record calls
Calls are recorded to help improve the quality and consistency of customer service, support staff training and coaching, and ensure that accurate information is provided to the public. Recordings may also be used to assist in resolving complaints or service concerns, and to promote a safe and respectful environment for both callers and staff.
What this means for you
When you call ServiceNorfolk, you will hear an automated message advising that your call will be recorded. By continuing with your call after this notice, you are providing your consent to the recording. If you prefer not to have your call recorded, you may choose another way to contact the County, such as visiting a customer service counter, sending an email, submitting a request online, or mailing written correspondence.
Visit our Contact page for more information on alternate ways to contact Norfolk County.
Your privacy
Norfolk County is committed to protecting your personal information. Recordings may capture personal information that you choose to share during your call. This information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and will only be used for purposes related to customer service, training, service improvement, and issue resolution.
How long recordings are kept
Call recordings are securely stored for a period of 90 days from the date of the call, after which they are automatically deleted. In limited circumstances, such as investigations or training purposes, recordings may be retained for a longer period in accordance with County policy.
Financial information
If you choose to make a payment over the phone, the ServiceNorfolk Agent will inform you that the call recording will be temporarily paused before any credit card or banking information is provided. This measure is in place to protect sensitive financial information.
Respectful interactions
Norfolk County is committed to maintaining a safe and respectful environment for everyone. Abusive or inappropriate behaviour toward staff will not be tolerated, and call recordings may be used to support staff in these situations. Read more about Norfolk County’s Respect and Responsibilities Policy.
Questions about your information
If you have questions about how your personal information is collected, used, or disclosed, you can contact the Norfolk County Deputy Clerk at foi@norfolkcounty.ca or by calling 519-426-5870 or 226-NORFOLK, extension 1261.
