Fact · Voice privacy and security
In a 1 August 2012 decision on call center workers and quality checks, Italy's data protection authority declared unlawful the processing of the data at issue, which included recordings of a call center's phone calls.
Quote found word for word on the live source, last checked October 19, 2026
In the source's own words
“Lavoro: operatori di un call center e controlli di qualità - 1° agosto 2012 ... dichiara illeciti i trattamenti effettuati in violazione degli artt. 11, comma 1, lett. a) e d) e 114 del Codice”
Lavoro: operatori di un call center e controlli di qualità - 1° agosto 2012, Garante per la protezione dei dati personali, 2012, Decision title and operative part.
Open the original- What it measures
- Cooperativa Capodarco, a Rome cooperative, ran a call center that booked health appointments for the Lazio region. It recorded every call between its operators and callers, after a short prerecorded notice, and re-listened to five recordings per operator for quality control. The Garante also banned further processing until workers were properly informed, and set a maximum retention period for the recordings.
- What it does not show
- This is an order and a ban, not a fine, so it has no amount. The decision is mainly about monitoring of workers, with caller recording as the means. It applies the 2003 Privacy Code, which the GDPR has since replaced.
In the data
A row of Voice Recording Privacy Settlements and Fines, as Garante, call center recordings 2012: dichiara illeciti i trattamenti effettuati in violazione degli artt. 11, comma 1, lett. a) e d) e 114 del Codice million US dollars.
- Company
- Cooperativa Capodarco
- Service
- Health appointment booking call center
- Kind
- Regulator fine or order
- Authority or court
- Garante per la protezione dei dati personali
- What it was about
- Other
- Country
- Italy
- Year
- 2012