RIBO telephone interaction record keeping

Answers are general operational information only — not legal, tax, regulatory, clinical, privacy, immigration, or professional advice. Requirements vary by matter, client, and regulator.

Frequently asked questions

Must phone quotes be documented?

RIBO mandatory-disclosures guidance requires written confirmation after telephone quotes and client-file records of communications. Take-all-comers guidance also expects documented quote activity (including reasons for accepting or declining recommendations). Follow principal-broker procedures for coverage advice notes.

Are voice notes acceptable?

Many firms use post-call voice notes on the client record as a supplement — not a substitute — for BMS/TAC logs and written disclosure confirmation. Review AI summaries for accuracy before file reliance.

What about quote-only calls?

Document even when no sale — see quote-only interaction documentation. Disclosure timing still attaches to the quote/recommendation.

Does AI summary replace the note?

No. Self-hosted AI summary assists; the producer should review for accuracy before the file is treated as reliable.

How long retain telephone records?

RIBO take-all-comers guidance discusses retaining consumer files for a minimum of six years; Reg. 991 also sets multi-year preservation for certain required records. Confirm retention with your principal broker.

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