The National Bank of Georgia adheres to the applicable legislation and internal policies when processing personal data and takes all measures to protect fundamental human rights and freedoms.

Personal Data Protection Officer

Lia Moralishvili

dpo@nbg.gov.ge

Audio monitoring of telephone calls at the National Bank of Georgia is conducted in compliance with the following rules:

• Personal data subjects (individuals whose personal data is being processed) are informed in advance about the audio monitoring for both outgoing and incoming calls.
• For incoming calls to the bank's hotline (2 406 406, 2 406 408), an answering machine notifies the individual/customer about the audio monitoring process and their rights.
• When switching an incoming or outgoing call to internal telephone numbers that are not audio-monitored, the bank employee informs the interlocutor before switching that the audio recording will cease once the call is transferred to the relevant structural unit.
• When calling from numbers where the conversation is being recorded, the bank employee notifies the interlocutor that the call is being audio-monitored or audio-recorded.
• If the interlocutor refuses audio recording, the bank employee informs them that the telephone conversation will be terminated and provides alternative ways to contact the bank.
• In predetermined cases, a bank employee is authorized to make calls using software installed on a personal mobile phone. In such cases, the call appears to come from the bank's hotline number, but the call is not audio-monitored. The employee informs the interlocutor at the beginning of the conversation that the call will not be recorded.