The complainant asked me to investigate the use of a calling line identification system by a telephone network company.

The complainant had called the company to enquire about using their services. The customer services representative on being given the exchange area, was able to identify the complainant by name. She then went on to disclose that she had a full screen of personal information relating to the complainant and the account holder (the complainant's spouse). The complainant was unhappy that his personal information could be disclosed in this manner by the company.

My investigation involved making informal enquiries about the company's policy. The company uses a calling identification system. The system is not made available to customers of the company. To protect customer privacy and ensure that information is not improperly disclosed the company has implemented strict guidelines including checking the identification of the caller before volunteering information. This is done by seeking some facts from the caller and comparing them with the information shown on the customer services representative's screen. Information held on the subscriber should be disclosed only to the subscriber and not to other individuals even if they had called on the subscriber's line. In this instance company rules had not been followed. On hearing of the complaint a reminder was sent to all staff reminding them of the correct procedures. Apologies were also conveyed to the complainant.

The complainant was satisfied with the company's response and my investigation was discontinued.

July 1994

Disclosure of personal information - Telephone company - Caller identification system used by company - Account information disclosed to third party - Information privacy principle 11