Audio recordings of phone calls and video meetings, and storage of other customer communications

In some cases, SpareBank 1 makes audio recordings of telephone calls and video meetings with our customers. We do this for security, documentation or internal training. In some cases we are required to make recordings of customer calls.

 

As a rule, we ask for your consent when we wish to make recordings of phone calls or video meetings. You will be informed of this at the start of the call or meeting.

When we offer investment services, we are required to make audio recordings and save calls, meetings and other customer communications such as e-mail, instant messaging, and so on. Such documentation is kept for at least three years.

We can recover audio recordings using the phone number, call time, and who made the call. Other communications can also be found using your identity.

The bank may be legally required to disclose information to public authorities, and others who can legally request it. Information may also be provided to the Norwegian Financial Services Complaints Board – including in connection with complaint proceedings.

Please contact us by mail personvern@sr-bank.no if you want access to a recording that has been saved. You must provide the phone number and time of the call.

 

Saving chat communication

Logged in to online banking: If you start a chat when you are logged in to your online bank, it will be saved and linked to you as a customer. We do this in order to provide you with the best possible customer service when you are in contact with the bank later, and as documentation in the event of disputes.

Not logged in to online banking: If you start a chat from the bank’s website without being logged in to online banking, the communication is anonymous. The chat is saved for use in customer service statistics and evaluation, but cannot be linked to you as a customer.  The chats are stored for one year.

 

Audio recording on the loss of a card

In order to document notice of lost cards, we make audio recordings when the loss is reported by phone. The audio recording is saved for 18 months.