Municipal Management Discussion Forum

A place for members to connect on matters related to municipal management.  
Mon, 03 Jun 2019 17:16:24 GMT

Hello, I am looking for any information regarding recording of phone calls at your municipality. I am looking for examples of how municipalities manage recorded calls and whether they permit staff outside of customer service to record their calls and how they manage those recordings.

Do you have a set retention period for the calls?
Do you initiate recording partway through a call? If so do you verbally inform callers when you start recording?
Do you use a recording message at the beginning of each call so residents know their call may be recorded?
If a staff member outside the customer service centre records a call what is the policy on how these are managed?

If anyone has any procedures or policies regarding recording phone calls copies are appreciated.


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Posted by:
Mon, 03 Jun 2019 16:45:23 GMT

Is it possible to get a copy?

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Posted by:
Thu, 23 May 2019 13:21:13 GMT

Looking to create MFIPPA and Privacy Breach Policies/Procedures and hoping you can share.
Please email to


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Posted by:
Mon, 13 May 2019 15:29:18 GMT

Does anyone have a policy on the use of electronic time punch-clocks for staff? Our Council wants to implement time clocks for our Public Works & Parks departments. I want to have a policy in place before they are implemented.

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Posted by: gscharback
Thu, 09 May 2019 15:04:26 GMT

Are you still looking for CofA training info?

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Posted by: rjohal
Thu, 02 May 2019 00:31:30 GMT

Hi Lorie,

I did some ERM framework development in Kitchener many years ago. While much of it was primary research, I drew many resources from Paul Wallis (now retired) who was at Peel Region at the time.

These two places would be a good start I think.


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