Article 8
Telephone calls 1. When answering the telephone, members of staff shall identify themselves and their service. They shall also establish the identity of the caller. Unless reasons of confidentiality, as referred to in Article 6(2), prevent it, they shall provide the requested information or direct the caller to the appropriate source. However, in cases of hesitation as to whether that information may be provided, they shall consult their hierarchy or refer callers to their superior. 2. Should an oral request for information be imprecise or complex, the member of staff approached may ask the person concerned to formulate the request in writing.