Why is it that so many large organisations have to record their telephone calls? asks Peter Clements of counter-surveillance consultants Templepan Security Systems.
I think it is an infringement of confidentiality between customer and client. Normally telephone calls are not recorded, so why do corporates do it and who listens to all those calls supposedly recorded for training purposes?
This is the UK but what about the standards of telephone integrity overseas? In Europe, particularly the old eastern European states, telephone tapping is not uncommon, yet the foreign business executive may not take extra care to ensure the calls he makes are not overheard. In fairness, this would be difficult to achieve, but my point is we never even consider the possible risks of using hotel landlines when outside the UK.
In the old Soviet Union and eastern Europe it was almost normal for phones to be tapped by government agents. I was in Leipzig just two years ago and while carrying out my inspections I was directed to a complete office block crammed full of listening equipment, albeit now defunct, so that any call made from any office of this steel works could have been intercepted. This culture of listening in still applies in eastern Europe, and not only there. Telephone bugging scandals using telephone and free standing transmitters in countries such as France and Italy are frequent news items.
We incorrectly assume that mobile phones are secure in these countries. But with so many networks still using analogue (non-GSM) phones – even the USA still has some analogue, business travellers should be cautious once they are away from the security of the head office and home country environment.
This is not just about phones. Laptops and papers are often left in hotel rooms; which is another problem. Hotel rooms are not secure at all. How can they be when the key is held by reception, the cleaner and maintenance man. Are these people trustworthy? You have to take a view on that. If the stakes are high enough then they are not. Yet we all assume our rooms are secure. They are not.
In South Africa, I was staying in a hotel and my room was burgled. I wrote a list of all the items stolen and went to see the duty manager. He said that I was probably making it up and therefore there was nothing he was going to do about it. I was aghast. I called the police who dutifully attended. Two officers arrived and took my complaint seriously and then said that they would only pursue the matter if I would guarantee that I would return from the UK to attend any possible court hearing! Obviously I left the situation open and returned to the UK.
While carrying out a sweep in Moscow I was able to interview the staff who were all totally aware that listening devices were regularly placed in private homes by government officials. One lady actually told me how the police had placed a large box under her furniture and she was told that it should be left alone and they would collect it later. We understand that this was actually a listening device to listen into the flat below. Whatever the actual truth, these things are still happening. Due to the culture of these places undercover agents are still assumed to be operating and I am sure still are. People accept this as that is a way of life they have grown up with. In Russia one must still assume lines are bugged. Recently, whilst inspecting an office for bugs I found the telephone lines in the unsecured riser cupboard outside the office had been interfered with and a tape recorder found on the phone line from the CEO’s office. The picture shows how this tap was connected and the lack of security and easy access to the phone lines from the fire escape stairs. Just to make it easier the telephone lines are easily identified with their names and numbers on the inside door of the cabinet!
I have always been very unhappy about phone lines. In eastern Europe I have often noticed a tangle of communication cables and telephone lines outside hotels, offices and other buildings. How easy, once the wires had been descrambled, would it be to intercept these and listen in? Very often the telephone cables leaving the premises are analogue and it would be straightforward to listen in. I have little faith in the ability of some eastern European hotel and conference facilities to provide the level of security expected in western Europe. And, as always, how do you know what government departments are up to?
Security while travelling abroad is not just about communications. One of the largest leaks that occur is from laptops and email interception. The use of laptops and Blackberrys needs consideration and they should be used with caution.
Whether at home or abroad, critical information should not be discussed over the phone in public places, in hotel rooms or restaurants, or any place where you can be overheard. All documents and laptops should be secured at safe locations or kept supervised at all times.
