The City of Stonnington (Council) is committed to providing high-quality customer service and continuous improvement. Call recording is used to coach, instruct and train call centre staff in dealing with phone enquiries. It provides significant advantages to traditional forms of call monitoring by supervisors. During calls, Council may collect your name, address, contact details and the reasons for your call (personal information) if you choose to share these details with us.
Council will use the personal information collected to communicate with you about your enquiry, improve customer service, train team members, refer you to another team within Council for assistance and to provide a timely resolution to your query. Council will disclose your personal information to a contractor engaged to assess how well we are delivering on our service promises. If you do not want your call to be recorded, you are welcome to deal with us on an anonymous basis. Call centre staff will pause the call recording upon request.
If you choose to provide personal information to us, then you may access or alter any of the personal information by contacting Council’s Privacy Officer on 03 8290 1333.
For more information about how Council handles personal information, please refer to our Privacy Policy.