# COMAR Title 22 — State Retirement and Pension System

## Subtitle 01 — General Regulations

### Chapter 13 — Member Services Unit — Telephone Recording or Monitoring

**Authority:** State Personnel and Pensions Article, §21-110, Annotated Code of Maryland

**Administrative History:** Effective date: January 25, 2010 (37:2 Md. R. 69)

**Administrative History:** Regulation .02 amended effective June 14, 2021 (48:12 Md. R. 474)

#### Regulation .01 Notice of Telephone Recording or Monitoring.

*COMAR 22.01.13.01*

A. Any monitored telephone call shall contain a notice to the telephone caller that calls may be monitored.

B. The notice shall state as follows: “Your call may be recorded or monitored for training and quality control purposes.”

#### Regulation .02 Telephone Calls Recorded or Monitored.

*COMAR 22.01.13.02*

A. The Retirement Agency may only record or monitor:

  (1) Incoming telephone calls placed to the Member Services Division of the Retirement Agency through the Retirement Agency’s automated call distribution system; and

  (2) Outgoing telephone calls from the Member Services Division initiated by the virtual hold callback feature of the Retirement Agency’s automated call distribution system.

B. The Retirement Agency may not record or monitor calls to or from direct individual lines in the Retirement Agency.

C. The Retirement Agency shall securely store all recordings made pursuant to §A of this regulation, and may not retain a recording for longer than 10 years after the date of the recording.