Screen share

Screen share allows our Client Services Advisors to view your computer screen and see exactly what you are seeing and doing in real time so that we can provide guidance to you where needed.

This might be to help you complete a form or find some information on our website. We use a tool called Genesys Screen Share and it can be used to support any customers calling MBIE Customer Service Centre lines. 

During a screen share session, we are viewing your computer screen, so you should ensure that anything private or confidential is not visible on your screen.

Please note:

  • You should only proceed if you've been instructed to do so by a MBIE Client Services Advisor.
  • We record the screen share sessions for quality assurance purposes. The screen recordings are stored on a secure server for 40 days. If you wish to request information through the Official Information Act 1982, to make a complaint or to discuss your screen share session, please do so within the 40-day time frame.
    Make a request for official information
  • Please do not leave your computer unattended during the screen share session.
  • At any time, you may choose to end the screen share session if you wish.

Starting your screen share session

Screen share involves the Client Services Advisor viewing what is displayed on your computer screen. The Client Services Advisor cannot access or control your computer through Screen Share.

Prior to the screen share session beginning, the Client Services Advisor will make a clear statement asking for your agreement to share your screen. Please do not begin the session until you have provided your express verbal agreement and have been given an opportunity to close any windows on your screen that you do not want to be seen by the Client Services Advisor. The screen recording will begin once your screen has been shared.

Please note that you are not required to agree to sharing your screen with the Client Services Advisor and the call can proceed as normal.

The following steps will initiate your session:

Step 1: Select Screen share(external link)

Step 2: Enter the code that was provided by the Client Services Advisor over the phone or sent via email on the next webpage that opens.

Step 3: Select the button below the field to submit.

Please read and accept the terms & conditions to start your session.

Note: You can end the session at any time by closing the app or clicking the red X icon.

Terms and conditions

A screen sharing session can only be undertaken with your express verbal agreement. By continuing you acknowledge that: 

  • You are solely responsible for the security of the confidential information within your desktop, and MBIE accepts no responsibility for any expenses or losses incurred or any action taken because of receipt of any confidential information.
  • We will do our best to help you promptly.
  • Provision of these services does not imply any guarantee that the support representative will be successful in problem resolution, and MBIE accepts no liability in this connection.    

In accordance with the Privacy Act 2020, please be aware that your personal information is being collected through the screen share function and the recording of the screen share session. This is to ensure that Client Services Advisors can assist you with your query and to ensure that we can resolve any disputes that may arise following a screen share session. It may also be used for quality and training purposes. 

The information MBIE collects from the screen share session is stored in a secure server for 40 days. In some circumstances we may be legally required to retain the screen recordings, for longer than two years, such as if a call recording becomes a public record.   

Any information you provide through screen sharing is voluntary and you are not required by law to provide any information.

You have a right of access to and correction of any information you provided during the screen share session. If you wish to access or correct any information held by MBIE in relation to your screen share session, please refer to the "Make a request for official information" page of our website.

Make a request for official information

Please be aware that the recording of your screen share session will be deleted after 40 days, after which MBIE will no longer hold this information.