Notes of telephone calls
All telephone calls should be noted in the file. See example records. Verbatim records are not normally needed but the key points of the discussion should be recorded. Some calls can be difficult to deal with, and any threats or abuse should be recorded carefully and accurately in the note, and the note should normally be shown to the line manager who can consider any implications for safe working or for action under the guidance on dealing with abusive calls. [Guidance on these topics are available to LGO staff on the LGO intranet.] It may also be helpful to record the duration of the call so a picture of the impact calls from the complainant are having can be built up.
Messages left on voicemail should be dealt with in the same way – offensive or abusive messages should be transcribed for the recipient rather than deleted, even if the content is distressing.
Page last updated: March 2010
Date Updated: 22/04/10