Google confirms it records customer calls using a dummy phone

Google has confirmed it uses dummy phones to monitor calls while connecting potential customers to trusted service providers.

A January 21, 2019 article in the Star Vancouver said the tech giant confirmed when a customer uses Google Local Services to call and get connected with a business, the number that is listed is not the business’ contact but rather a dummy Google number that routes you to the business.

Before customers are connected though, they are informed that all calls are recorded.

The new Google Local Services platform is a search platform that connects customers to local service providers who pay for advertising, The service was launched in Vancouver and Toronto early last month and helps people get connected to locksmiths and heating, cooling and ventilation professionals.

The Star Vancouver reported that when a customer calls a number there is an automated voice that informs the call will be recorded by Google, but the service provider only hears an automated message saying the call is coming from Google.

Sarah Pattillo, a Google spokesperson, said in the article that the call monitoring helps the company “guard against spam and verify money-back requests.”

“Local Services aims to connect consumers directly with verified service professionals and help foster a positive business relationship,” Pattillo said to Star Vancouver as to why Google records the calls. “Call monitoring to ensure quality customer service is extremely common for businesses across Canada.”

In Vancouver, the province follows the Personal Information Protection Act that requires companies to inform parties before they collect personal information. That would include information that is given during a phone call.

In Ontario though, the province follows the federal laws from the Personal Information Protection and Electronic Documents Act (PIPEDA).

According to the act, businesses are allowed to collect personal information, so long as they have a good reason to do so. For example, if the information “threatens the life, health or security of an individual,” if the data is used for investigative purposes, or “collection is clearly in the interests of the individual and consent cannot be obtained in a timely way.”

Source: Star Vancouver

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