Short answer
Yes. POPIA sets out consent and retention requirements, so recorded lines should play a consent or disclosure prompt before the conversation starts. With FirstNet Compliance Recording, the consent prompt is configured and tested as part of activation, and a sample of calls is checked in the first week after go-live.
In detail
Decisions to settle before go-live:
- Whether to record all calls, only some lines or call types, or none.
- How long each type of recording must be kept; five years is common for FSCA and FAIS advice calls.
- Who may access recordings and under what conditions.
- Whether sensitive data such as card numbers should be redacted.
The prompt is normally an IVR message that plays before the call connects. Recording without one can breach POPIA, and that liability sits with the business doing the recording. Integrations also support consent workflows, disclosure prompts and export of recordings for investigations or training.
The same applies to any recorded line, including the call recording built into FirstNet Managed Cloud PBX, not only compliance recording. FirstNet's services support your compliance programme, but your own policies and configuration decide the final outcome.
Source: FirstNet Compliant Call Recording & Analytics service page →
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