SMS Messaging Policy for Customer Service and Event Notifications
Purpose:
The purpose of this SMS Messaging Policy is to outline the appropriate use of SMS messaging for customer service and event notifications within KRS Education Ltd. This policy ensures that SMS communications are timely, relevant, secure, and respectful of recipients’ privacy.
Scope:
This policy applies to all employees, contractors, and agents authorised to send SMS messages on behalf of KRS Education Ltd, particularly for customer service and parent communication.
1. Policy Overview
1.1. SMS messages may be used to provide essential updates, event notifications, and customer service messages to students, parents, and other stakeholders.
1.2. This policy ensures compliance with data protection laws, such as the General Data Protection Regulation (GDPR), to safeguard personal information and privacy.
1.3. SMS communications will be documented and, where appropriate, archived for reference and accountability.
2. Permitted Uses of SMS Messaging
2.1. SMS messages are permitted for the following purposes:
- Customer service updates and responses to enquiries.
- Notifications and reminders for events, including school activities, meetings, and deadlines.
- Important information for parents or guardians regarding student services or urgent matters.
- Appointment reminders or scheduling confirmations.
2.2. Sensitive or confidential information, such as personal details, financial information, or disciplinary information, must never be sent via SMS.
3. Authorisation and Access Controls
3.1. Only authorised personnel may send SMS messages on behalf of KRS Education Ltd.
3.2. Access to the SMS messaging platform will be restricted to designated staff members in customer service or those managing parent and student communications.
3.3. Staff members are expected to follow set templates and approved language for consistent, professional messaging.
4. Privacy, Consent, and Data Protection
4.1. Recipients must have provided explicit consent to receive SMS notifications, particularly for marketing or non-essential messages.
4.2. Personal data, including phone numbers, must be securely stored and handled in compliance with applicable data protection laws.
4.3. SMS lists must be regularly updated to remove any phone numbers that have opted out of receiving messages.
5. Message Content and Tone
5.1. SMS messages should be brief, clear, and direct, ensuring relevance and accuracy.
5.2. Messages should always reflect KRS Education Ltd ‘s values, using polite and respectful language suitable for customer service and parent communication.
5.3. Abbreviations, jargon, or overly casual language should be avoided for clarity.
6. Opt-Out Options and Respecting Preferences
6.1. Recipients must be informed of their option to opt out of receiving SMS notifications at any time, with clear instructions on how to do so.
6.2. Opt-out requests must be actioned immediately to prevent further messages being sent to those recipients.
7. Prohibited Uses of SMS
7.1. SMS messages should not be used for any of the following:
- Sharing confidential or sensitive information.
- Marketing communications without prior consent from recipients.
- Personal or disciplinary matters.
7.2. Sending unsolicited or non-consented messages is strictly prohibited.
8. Compliance Monitoring and Accountability
8.1. SMS messaging activities may be monitored periodically to ensure compliance with this policy and assess effectiveness.
8.2. Employees found violating this policy may be subject to disciplinary action, up to and including termination, based on the severity of the breach.
9. Policy Review and Updates
9.1. This policy will be reviewed annually to ensure it remains up-to-date with technological advancements, legal requirements, and organisational needs.
9.2. Updates to the policy will be communicated to all relevant personnel, and training will be provided as necessary.
Effective Date: 08/11/2024
Last Reviewed: 08/11/2024
Authorised by: Simon hall – Owner