Social media guidelines
We’ll always aim to engage in conversation, listen to your feedback and welcome new ideas. However, it may not be possible for us to reply individually to all messages we receive.
We update and monitor our accounts during business hours (Monday to Friday 9am – 5pm South Australian time). Our social media channels may be monitored outside of these hours during major power interruptions, a crisis or severe weather to share outage response updates and respond to queries.
Our official social media channels include:
All comments are reviewed and subject to the following ‘house rules’.
1. Sometimes we will have to moderate the content
We welcome all feedback, both positive and negative but it will sometimes be necessary to moderate (review, approve or remove) content without your prior agreement. The decision to moderate content will be at SA Power Networks’ absolute discretion but may be based on several factors including, but not limited to:
- No private, personal or confidential information may be disclosed. This includes, personal account information and any personal information about others. Please note, your personal profile, name, location, comments, replies and messages from social media sites are collected by us for the purposes of addressing your enquiry, and maintaining a record of correspondence and resolution. We take the privacy of our community very seriously.
- No inappropriate content or personal attacks. Please don't post racial, disrespectful, offensive, obscene, threatening or abusive material.
- Participation needs to be relevant to the topic, and helpful to the community. We will remove content that incites harmful behaviour or discussion.
- Illegal, misleading or deceptive material which may infringe a third party's intellectual property rights, or which may present a risk to SA Power Networks. Content may be removed if we suspect intent to misinform others.
- Be courteous and respectful to community members. Please try to refrain from shouting (ALL CAPS), excessive use of slang, swearing and misrepresenting yourself to others. Good manners are as important online as they are anywhere else.
- We reserve the right (where the social media channel allows) to block users from SA Power Networks’ social media channels at our sole discretion, without notice.
- Employees and contractors of SA Power Networks must comply with internal social media directives.
2. Falsifying social media accounts could lead to criminal charges.
We work hard to protect our brand and we won’t tolerate fraud of any type. If falsified SA Power Networks accounts are used fraudulently to respond to customer enquiries, share information or damage our brand, these falsified accounts will be pursued and criminal charges may result.
3. Social media may not be the right customer service channel
We aim to provide the best possible experience with every interaction but there may be times when a different forum is more suitable for us to deliver the best outcome for your situation or query. We may seek to redirect some conversations or contributors to alternative channels like our website or to the responsible service provider, such as your retailer where appropriate.