Video and audio recording meetings Policy v6.0
Summary
4.0 Retaining recordings
a At the end of the meeting, the case owner must label the 
Objective
recorded media with the client’s name and claim number. 
Sometimes clients may wish to record their meetings with case 
The media must be stored in the physical file, if one 
owners or other staff. We allow clients to make audio record-
exists, or in a secure manner as determined by the indi-
ings of meetings but not video recordings, for safety and secu-
vidual site.
rity reasons. Video recording is never permitted.
The recorded media:
[Out of Scope]
• must be kept secure with the file at all times and case
Owner
owners must ensure there is no potential breach of the
client’s privacy through loss of the recording
Expert
• must be protected from excessive heat or magnetic
Policy
fields.
1.0 Rules
a If a client intends to record a meeting case owners 
5.0 Adding a contact in Eos regarding a recording
should also record the meeting or obtain a copy of the 
a Case owners must add a 'Contact' in Eos noting that an 
client’s recording so both parties have the same infor-
audio-only recording has been made.
mation available. Remind the client that ACC does not 
permit video recording. ACC staff have the right to refuse 
to be videoed.
If you are going to record a meeting, you must obtain the 
client's informed consent and record this in a contact.
If you suspect that a client meeting is being recorded 
without permission, ask the client directly. If a recording 
of any sort (photographic, audio or video) is being made 
without prior permission, advise the client that this is not 
permitted and the meeting will be terminated.
All ACC sites should have a suitable audio recording 
device and media available to record meetings if needed. 
Any ACC cellphone is an acceptable device for recording 
meetings or an ACC surface pro. Personal cellphones 
must not be used.
2.0 Identifying information to be included in a re-
cording
a At the start of the meeting, the case owner should check 
that the equipment the client will use does not include 
video.
When recording a meeting the case owner must record 
the following identifying information at the start of the 
meeting:
• "This is a recording of a meeting with [client’s name and
claim number] and [the names of any support person,
advocate or legal advisor attending the meeting] held at
[place] on [date] commencing at [time]"
• "The ACC staff member(s) taking part in this meeting is/
are [name(s) and position(s) of ACC staff]."
3.0 Problems with a client’s recording
a If the client has any difficulty recording the meeting, eg 
faulty media or battery failure claims management staff 
must offer the client a copy of ACC’s recording.
ACC > Claims Management > Manage Client Information > Operational Policies > Client rights > Video and audio recording meetings Policy
Uncontrolled Copy Only : Version 6.0 : Last Edited Thursday, January 19, 2023 7:44 AM : Printed Friday, 22 September 2023 9:13 AM
Page 1 of 1

---