QRIDA call recording
To ensure our team can provide the highest level of customer service QRIDA uses call recording to generate a summary of phone calls received to QRIDA's 1800 phone line.
Call recording FAQs
Find answers to your questions about QRIDA's call recording functionality here.
QRIDA, as with many other organisations, keeps records of all interactions with our clients and members of the public. This means any information you provide to our employees can be accessed by other relevant QRIDA staff, so we can provide you with a high standard of customer service (and so you don’t have to repeat yourself!), regardless of who you’re speaking with.
As a public sector entity, we are also required to retain records of our interactions and decisions under the Public Records Act 2023 (Qld). Retaining these records support accountability and transparency in government by making them available for audit, review, and requests under the Right to Information Act 2009 (Qld). For more information, see our Access to information page.
QRIDA’s telephony system has a service that generates a summary of phone calls after they have ended. This allows our team to spend less time making notes and more time helping our clients.
To do this, the system:
- Records and transcribes the phone call.
- Uses a generative artificial intelligence (AI) tool to generate a summary of the phone call based on the transcript.
The transcript cannot occur in real time, as the system uses contextual clues to ensure the transcript is as accurate as possible, so a recording must be made.
Please note that in some circumstances, calls are not recorded (e.g. if there is an outage of the service). We are unable to update our notice to callers advising of this in these circumstances.
Learn more about our use of AI technologies in our Artificial Intelligence Transparency Statement.
All recordings are retained and managed by our telephony provider. QRIDA does not download or retain any recordings, however we do retain a written summary of calls on file.
All summaries are quality checked by our staff before being saved. They will review the summary to ensure that it reflects the interaction and correct any errors resulting from a poor quality transcription or inaccurate summary.
All recordings are retained by our telephony provider. As required by Queensland Government policy, all data is stored in Australia and is not transferred offshore for any purpose.
As required by Queensland Government policy, all data is stored in Australia and is not transferred offshore for any purpose. Recordings are accessible by our telephony provider but are not used for any purpose other than generating the call summary, including training their AI model. QRIDA does not download or retain recordings.
Written summaries of calls are available to QRIDA staff who need access to them to do their jobs. This enables us to provide you with a high standard of customer services regardless of who you speak to.
Our telephone service provider retains recordings for 60 days. This is done to allow us to undertake quality assurance if there are issues with the transcription and summary. After this time, they are deleted. QRIDA does not download or retain recordings but written summaries of calls are kept on file.
Unfortunately, our agents are unable to disable call recording.
We appreciate that this may be a concern for you and encourage you to browse the other FAQs to address any queries you may have. You may also contact us via the Contact Us form on our website or email if you have any questions about the recording process. Please note that these forms of communication will also be retained.
Unfortunately, our agents are unable to disable call recording. As we are required to document the details of your conversation with us, we are unable to delete any information provided to us during your call that is directly relevant to:
- your reason for contacting us
- the purpose of our business with you.
You are welcome to contact us anonymously or pseudonymously via the Contact Us form on our website, but this may limit our ability to assist you.
Unfortunately, our staff are unable to disable call recording. You may also contact us via the Contact Us form on our website or email if you do not want your voice to be recorded, though please note that these forms of communication will also be retained.
Please note that in some circumstances, calls are not recorded (e.g. if there is an outage of the service). We are unable to update our notice to callers advising of this in these circumstances.
QRIDA’s use of Artificial Intelligence (AI) is supported by our Artificial Intelligence Transparency Statement, which outlines why and how QRIDA uses AI, as well as our approach and commitment to its safe and responsible use. We have worked closely with our telephony provider to ensure that the AI tool used in the recording process aligns with these commitments.
Recordings are retained for 60 days and then deleted. Recordings are not used by our telephony provider for any other purpose, including training their Artificial Intelligence (AI) model. QRIDA does not download or retain recordings. As required by Queensland Government policy, all data is stored in Australia and is not transferred offshore for any purpose.
QRIDA does not download, or retain recordings, so we are unable to provide copies of recordings if requested.
Our Privacy Policy explains the reasons QRIDA collects information, and the circumstances in which QRIDA retains or disposes of information.
For more information about our use of Artificial Intelligence (AI), read our Artificial Intelligence Transparency Statement, which outlines why and how QRIDA uses AI, as well as our approach and commitment to its safe and responsible use.
