Documents relating to (LEX 90393): Operational Blueprint document: Call and screen recording - information and access 111-17081500 (effective from 18 December 2025) Call and Screen Recording Policy…

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Services Australia released an operational blueprint detailing its call and screen recording policies effective December 2025. The document outlines that inbound and outbound contact centre calls are automatically recorded and securely stored for seven years, while screen recordings (randomly selected from approximately a portion of calls) are retained for 90 days before automatic deletion. Access to recordings is controlled and audited under the Call and Screen Recording Policy and Verint Control Plan. The document specifies notification requirements: customers must be informed via Interactive Voice Response messages on inbound calls, while staff must verbally notify customers on outbound calls before collecting personal information. Customers can request copies of their recordings, with specific access procedures outlined. The policy applies to all Services Australia employees and contractors involved in call handling. Specific notification scripts and percentages of screen-recorded calls were redacted under section 47E(d) exemptions.