CCTV Installation: Frequently Asked Questions - General

 

CCTV is becoming a huge part of our daily lives. On average we’re caught on hundreds of cameras on a daily basis. So, whether your customer is setting up a CCTV Kit to protect their home or business, there are sure to be a number of questions that you may be asked by a customer.

We have put together some of the most common and frequent questions that a customer may ask in this section:

 

Q: Are there any laws against using CCTV around my home?

A: If you’re installing CCTV for domestic home protection, for example protecting the home from burglary, then you’re exempt from the Data Protection Act. However, your cameras should not view a neighbour’s property.

 

Q: Are there laws regarding the storage of footage from business premises?

A: All captured images must be kept secure, i.e. files should be password protected. And footage should not be kept longer than is necessary for the purposes the CCTV was installed for unless requested by a law enforcement agency. The footage also has to be stored in a way that maintains its integrity and ensures it is fit for the intended purpose of the CCTV.

 

Q: Are there places in my business I cannot use cameras?

A: In areas where people have a heightened expectation of privacy, such as changing rooms or toilet areas, cameras should only be used in the most exceptional circumstances where it is necessary to deal with very serious concerns. In these cases, you should make extra effort to ensure that those under surveillance are aware of it. Also, cameras should not observe any private property and you should not record conversations

 

Q: Do I have to give my business footage to law enforcement agencies?

A: It is important that your images can be used by appropriate law enforcement agencies if this is envisaged. If they cannot, this may undermine the purpose of undertaking CCTV surveillance.


Q: Do I have to give my business footage to members of the public, if they request it?
A: Any requests for images should be approached with care, as a wide disclosure of these may be unfair to individuals concerned. In some limited circumstances, it may be appropriate to release images to a third party, where their needs outweigh those of the individuals recorded. For example, if a member of the public requests CCTV footage of a car park, which shows their car being damaged.

Q: Are there any legal concerns about the use of live monitors?
A: Viewing of live images on monitors should usually be restricted to the operator unless the monitor displays a scene that is also in plain sight from the monitor location. So, for example, it is acceptable for bank customers to see a monitor if the monitor only displays images they can see from where they are standing.

Q: Can I use the footage for evidence?
A: The footage can be used for evidence in a court of law, however, you will need sufficient signage to inform the public that CCTV is in operation. It is also important to have adequate image quality to help with facial recognition etc (Hi-Res cameras)

Q: How long does an install take at the customer’s property?
A: The real answer is that every install will vary dependent on the initial findings of the engineer! However, as a rule of thumb, we would advise customers that it is 1 hour per camera. E.g. a 4 Camera installation would take a single engineer four hours or a 16 Camera installation would take a two-man team eight hours to install… (More bespoke installations may take longer to install due to additional elements)

Q: What happens if a customer purchases a 4 Camera kit but only wants three cameras installed?
A: In this circumstance, a 3 Camera installation option should be selected, in turn, the engineer would action as requested. Please ensure that you always sell the appropriate installation package to meet our customer’s expectations.

 

Q: Do I have to give my business footage to members of the public, if they request it?
A: Any requests for images should be approached with care, as a wide disclosure of these may be unfair to individuals concerned. In some limited circumstances, it may be appropriate to release images to a third party, where their needs outweigh those of the individuals recorded. For example, if a member of the public requests CCTV footage of a car park, which shows their car being damaged.

Q: Are there any legal concerns about the use of live monitors?
A: Viewing of live images on monitors should usually be restricted to the operator unless the monitor displays a scene that is also in plain sight from the monitor location. So, for example, it is acceptable for bank customers to see a monitor if the monitor only displays images they can see from where they are standing.

Q: Can I use the footage for evidence?
A: The footage can be used for evidence in a court of law, however, you will need sufficient signage to inform the public that CCTV is in operation. It is also important to have adequate image quality to help with facial recognition etc (Hi-Res cameras)

Q: How long does an install take at the customer’s property?
A: The real answer is that every install will vary dependent on the initial findings of the engineer! However, as a rule of thumb, we would advise customers that it is 1 hour per camera. E.g. a 4 Camera installation would take a single engineer four hours or a 16 Camera installation would take a two-man team eight hours to install… (More bespoke installations may take longer to install due to additional elements)

Q: What happens if a customer purchases a 4 Camera kit but only wants three cameras installed?
A: In this circumstance, a 3 Camera installation option should be selected, in turn, the engineer would action as requested. Please ensure that you always sell the appropriate installation package to meet our customer’s expectations.

 

Q: What happens if there are adverse weather conditions which prevent install?
A: Unfortunately, adverse weather such as high winds, heavy rain and snow can make it unsafe for the Engineer to complete the installation in a safe manner. In these rare situations, the customer would need to re-book the appointment, which TSG would arrange.

Q: How does the customer change the appointment date if something happens which prevents them from being available?
A: When a customer is contacted by one of our local regional offices to confirm their call booking details, they will be given a local office contact number to ensure that they have direct access to the local engineering team. If a Customer wishes to reschedule their appointment, they should contact their local office using the supplied contact details or alternatively contact the TSG central Helpdesk Team who will do their best to assist with rebooking the call.

Q: What happens if the installer doesn’t turn up for the appointment?
A: TSG engineering visits are all pre-scheduled, so please contact TSG Operations for any queries regarding Call Bookings, ETA’s where a TSG Call Agent will endeavour to swiftly answer any queries and resolve any issues.

Q: What happens when the Engineer attends the site to complete the installation?
A: On arrival at the site, the TSG Engineer will introduce themselves and confirm the Customers details before carrying out a brief inspection of the site to establish potential mounting positions for cameras/ recording devices and cable routing, etc.  

Q: What happens if the installer damages my property?
A. In this unfortunate situation, the customer should immediately report any issues to TSG for further investigation to identify all of the facts pursuing to the reported damage. Where appropriate, TSG will make arrangements for an Engineer to revisit the site at the earlier opportunity to make a full assessment of the situation and then to report their findings back to TSG central operations to support their investigations. TSG will, of course, work closely with the Customer / Retail Partner to provide any follow up remedial works to resolve a Customer services issue as swiftly as possible.

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