News release: OPC updates guidance on safe handling of voice data when recording customer calls

OPC updates guidance on safe handling of voice data when recording customer calls

The Office of the Privacy Commissioner of Canada (OPC) has updated its guidance for organizations that record customer calls, to ensure alignment with best practices on the handling of biometric data and to clarify other considerations for businesses.

Key updates relate to the collection of voiceprints from customers which are uniquely identifying voice characteristics that are considered sensitive biometric information, and the circumstances under which meaningful consent may be required.

Organizations subject to the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s federal private-sector privacy law, must comply with the Act when recording calls, regardless of whether the customer or the organization initiated the call. Canadian businesses contracting out to call centres, telemarketers, and similar services must also ensure that third parties follow the rules.