How do I get a recording of a phone call I had with an agency?

When you request personal information about yourself from an agency, the agency has a general obligation to make that information available to you in a format that you choose. If you are requesting a recording of a phone call, it can be provided to you as an audio file or as a transcript.

But remember that not all agencies record phone conversations with their customers. If they do, they should tell you that the phone conversation is being recorded.

Where you request your personal information, it can be made available to you in a range of ways and you can tell the agency how you would like to access the information (see section 56 of the Privacy Act(external link) for further information).

If an agency has administrative or technical issues in giving you a copy of the actual recording, it could set up a time for you to listen to it on their premises and/or give you a summary or transcript.

When you make a request for your information, you will need to make a request directly to the agency. You can get someone to make the request on your behalf (like a family member, advocate, or a lawyer).

You can also use our AboutMe tool.

If you’re not able to resolve the issue for whatever reason, you can make a complaint to us.

Updated November 2025