Interception and call monitoring

Where customers believe their line is being intercepted or monitored, the TIO expects a provider to carry out a basic line check upon request by the customer to check for any faults that may be creating the condition described by the customer. If the line-check does not reveal any fault, there may be little the TIO can do other than to refer the complainant to the responsible government agency for advice (and/or for legal advice to help approach that government agency).

However, if the available evidence indicates that further investigation is warranted, the TIO may expect a provider to carry out a more detailed technical inspection to see if there is any evidence of tampering with telecommunications infrastructure. Where the provider's inspection reveals evidence of interception or monitoring, the TIO will expect the provider to take whatever action is appropriate in the circumstances.

A telephone company is not obliged to reveal information about authorised activity, i.e. where the police are tapping a line. Where a complainant suspects this is occurring, the TIO suggests they seek legal advice.

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