Portugal Amends Data Retention Period for Call Recording

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Portugal Amends Data Retention Period for Call Recording

September 08, 2017

How long call centers hold on to our information and what exactly they record is always a big question for consumers. For protection of both sides, regulations are set in place so that privacy is upheld to the highest ability. Portugal established time frames in 2010 with Decision 629/2010 (Guidelines on the Processing of Data resulting from Call Recording) and there were only three instances in which call recording and retention was necessary:

  • In the context of a contractual relationship or for evidencing,
  • An emergency situation,
  • To monitor the quality of a call.

Items one and two were to be retained for a maximum of 90 days, while item three only had a shelf life of 30 days. In Decision 1039/2017, the CNPD (Portuguese Data Protection Authority) amended the initial decision from seven years ago and has decided to extend how long these calls can be retained, particularly in the case of personal data.

The new laws include Money Laundering and Terrorist Financing, so we are seeing the impact of global events since the original resolution, the dangers that have arisen, and how Portugal sees a need for enhanced protection. However, it was clarified by the CNPD that “retention duty is only established for supervision and control purposes.” Ninety days has now turned into upwards of 24 to 36 months, 12 times the original retention time but, if this is what it takes to ensure call centers are not abusing their jobs and our information is remaining safe while stopping any fraudulent activity, so be it. 

Edited by Erik Linask

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