scope:

This procedure defines the requirements for:

a) running Communication Review Groups (CRG), including details of attendees and special topics;

b) collecting and preserving voice recording evidence following an accident, incident or requests from a third party;

c) maintaining the security of stored and shared spoken communications data, in relation to Network Rail, industry and General Data Protection Requirements (GDPR); and

d) rating (scoring) spoken communications and recording monitoring.

It applies to people in Railway Operations with responsibilities for managing the quality and delivery of spoken communications.

NOTE: The specific requirements for competence monitoring of spoken communications is contained within NR/L3/OPS/045/2.01 and should be read in conjunction with this procedure.

Purpose

This procedure allows spoken communications to be delivered:

a) safely;

b) accurately;

c) in a structured, professional manner; and

d) using the most appropriate means of communication.