David Stanton (Cork East, Fine Gael)
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In the absence of legislation or a code of conduct, I get the sense that this whole area is drifting and developing on its own and that it probably does need to have parameters put on it, which would include the union, employers and the Oireachtas working together to develop structures and boundaries as they have done in Portugal, as Dr. O’Sullivan suggested, and other places.

When we make a phone call we often get a message that the call is being recorded for training and monitoring purposes. I often wondered what happens to that information when it is recorded. Where does it go and who is in charge of it? There is the issue of personal data, and some of the stuff we might be saying over the telephone could be quite personal. The message says the recording is also done for training purposes with respect to the employee, which could be good and bad. If an employee is making a mistake and treating a customer in a way that could be better, there might be room for oversight and training to ensure the employee has a good experience with the customer and vice versa.

Will Dr. O'Sullivan comment on this space? Does it relate to what she referenced?