cx-disclosure-auditlisted

# Auditing disclosures and consent Some things have to be said, in a particular way, at a particular point, before something else happens: a recording notification, a right-to-cancel notice, a risk warning, a fee disclosure, a data-sharing consent, a notice that the customer is talking to a machine. Whether they were said is checkable from conversation data. Almost nobody checks, and the usual assumption — that the script contains it, therefore it happened — fails in three predictable ways. ## Timing is part of the requirement A disclosure given after the thing it relates to is usually not a disclosure. Check the **sequence**, not just the presence: - Was the recording notification given **before** recording began, or read out three minutes in? - Was the fee disclosed **before** the customer committed, or in the confirmation? - Was consent captured **before** the data was used, or afterwards to tidy up the record? - Was the cancellation right explained **at the point it applied**? Presence-only checking is the most common defect in a disclosure audit and it produces a comfortable, wrong answer. Compare the disclosure's timestamp against the triggering event in the same conversation. ## The three ways script-based assurance fails **1. The channel exception.** The script covers voice and the same requirement applies to chat, or the disclosure lives in an email template and the conversation happened in messaging. Enumerate every channel the requirement applies to and t