Recording Calls Received After Hours

We record telephone calls to the Crisisline that are made afterhours to help ensure that the advice we give meets the highest standards of safety and quality. We keep these recordings for three months and then they are destroyed.

People who contact Women’s Refuge may be in life threatening situations or experiencing acute distress. In order to respond effectively, we have removed any time delays and intrusive processes that detail why we collect information and how we use it. For this reason there are no messages about recordings on our telephone services or via text, email and webchat. This is similar to the way emergency services such as the Police and ambulance services operate.

We record calls on most of our service lines to:

  • Enable the staff member who is in contact with you to focus on your situation and giving you the support you need.
  • Make contact with you if we lose the call and/or if we are concerned about your safety or the safety of anyone else.
  • Help us improve our services to you by undertaking quality, audit, training and risk management processes.

These recordings are stored securely. The recordings are only accessed by the clinical staff providing services to you or for carrying out quality assurance, training, audit or risk management activities to enable us to ensure that the services we provide are safe and effective. We may also use the recordings to ensure we can appropriately investigate and manage a complaint.

We do not record other telephone consultations.