The use of messaging apps, such as WhatsApp, Signal, Facebook Messenger, and Telegram, has become widespread in today’s digital world, offering instant and convenient communication. However, these tools pose significant challenges for record-keeping, particularly in government.
The Office of the Australian Information Commissioner (OAIC) has raised concerns about the risks these platforms pose to proper record-keeping practices, especially those with disappearing messages.
Messaging Apps in Government Agencies
Recent international events have highlighted the potential security pitfalls of messaging apps, prompting the OAIC to publish a report on the use of messaging apps in Australian Government agencies. The report, ‘Messaging apps: a report on Australian Government agency practices and policies’, was published on 19 March 2025.
The report examined the prevalence and use of messaging apps by Australian Government agencies, aiming to raise awareness of information governance obligations, contextualize requirements around technology use, and provide effective regulatory guidance.
In late 2024, the OAIC surveyed 25 agencies to better understand their information governance practices relating to messaging apps, including a questionnaire and a request for policies and procedures regarding their use of these apps.
Survey Findings
The report reviewed the policies and practices of 22 Australian Government agencies that responded to the survey, focusing on messaging apps such as Signal, WhatsApp, Telegram, and Facebook Messenger, where a common function is the ability to send messages that disappear after a period.
A key issue with these messaging apps was their impermanence due to the ability to automatically delete messages after a certain period, conflicting with public sector requirements for record-keeping. Australian Government agencies are required to retain records of their decision-making processes, correspondence, and actions in accordance with the Archives Act 1983 and other relevant legislation.
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The 22 responding agencies comprised a diverse pool, with 4 large, operational agencies and 5 small, specialist agencies. Of the 22 agencies, 16 (73%) permitted messaging apps for work purposes, while 3 had no position, and 3 prohibited their use.
Record-Keeping Challenges
No correlation was observed between the size of the agency and whether messaging apps were permitted for work purposes. However, of the agencies that responded, all the policy agencies allowed messaging apps for work purposes. 16 of the 19 agencies that did not prohibit the use of messaging apps for work purposes indicated that it was at least somewhat likely that messaging apps are used by staff.
Government agencies must be aware of the potential risks and challenges associated with record-keeping as they continue to use messaging apps. The OAIC’s report provides useful lessons and practical solutions for managing records in the age of messaging apps, highlighting the need for agencies to develop effective policies and procedures to ensure compliance with record-keeping requirements.
Agencies face challenges in balancing convenience and accountability when using messaging apps. As these apps become increasingly popular, it is essential for agencies to consider the potential implications for record-keeping and to develop strategies to mitigate these risks.
The OAIC’s report is a significant step towards addressing these challenges, providing guidance on how agencies can manage the use of messaging apps while ensuring compliance with record-keeping requirements. By following these guidelines, agencies can minimize the risks associated with messaging apps and ensure that they are used in a way that is consistent with their obligations under the Archives Act 1983 and other relevant legislation.
They must consider the potential implications for record-keeping.
Developing effective policies and procedures is essential for agencies to ensure compliance with record-keeping requirements when using messaging apps for federal budget tax planning and other work purposes.
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