Best Practices Version 17.0

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Chapter 3

3.8 Retention of Voice Records According to Applicable Statutes

Practice Statement:

Voice records of all calls concerning requests to locate facilities are retained according to applicable statutes.

Practice Description:

Voice recordings are a factual record of the events that occurred between the caller and the one call center. These factual records must be maintained and made accessible until the applicable statute of limitations in the state/province has expired. Because these laws vary from state to state, no specific time period is set forth as best practice. In the absence of notice by some party to the contrary, the records may be destroyed after the expiration of the statute of limitations. The one call center has a procedure for processing requests for voice information.

References:

  • One Call Systems International Voluntary Recognition Program

  • Existing operating practices from various states’ one call centers

  • 49 CFR Part 198

  • NTSB Safety Study (NTSB/SS-97/01; PB97-917003)

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