DCS Social Media Community Guidelines

About the Guidelines

The Department of Customer Service (DCS) Social Media Community Guidelines (Guidelines):

• set out the rights of DCS when engaging with the public through social media
• establishes expectations and rules on engagement between DCS and the public.

For State Insurance Regulatory Authority (SIRA) social media channels, separate guidelines apply. Please visit SIRA Social Media Community Guidelines.

Agreeing to the Guidelines

You must agree to the Guidelines before participating.

If you do not accept these Guidelines you must refrain from using or engaging with DCS’s social media channels. 

These Guidelines may be modified at any time. It is your responsibility to keep up to date with the modifications to the Guidelines. If you participate in DCS’s social media channels following any modification, you will be considered to have accepted the modified Guidelines.

Engaging with DCS on social media

DCS social media is used to share NSW Government products and services, with a goal to provide a channel for enquiries from customers and stakeholders. 

We value comments and look forward to hearing your opinions but it is important these contributions are relevant and do not disrupt others in the online community.​

Use of social media channels​

DCS engages with customers in the public domain in accordance with the terms and conditions of the hosting social media platform.

When engaging on DCS social media channels (posting, direct messaging, commenting or sharing) you should not post messages that contain:

• content or links that are unlawful, or may defame, discriminate, offend, interfere with privacy or infringe copyright or other intellectual property rights
• vilification or discrimination against any particular gender, religion, sexual preference, age, disability, marital or domestic status, race/ethnicity, criminal record or political opinion
• swearing or abusive terms in any language
• deceptive, misleading or fraudulent information, including impersonating or falsely representing any other person or organisation
• personal attacks against other users, members of the public or DCS, and related agencies or staff members
• comments that are political in nature
• reposts of other user's requests or offers, or anything else that could be considered spam
• personal information relating to yourself or others (names, email addresses, phone numbers or photographs).

You should also refrain from sending unsolicited direct messages to other users.

Social media moderation policy

DCS moderates and monitors its social media channels during standard business hours only (Monday to Friday 8:00am to 4:00pm AEST).

DCS will make reasonable efforts to ensure that we identify and remove any inappropriate materials. Any breach of these Guidelines may result in the removal of the comment by DCS. DCS may also remove customers from the page at its sole discretion.

If  posts or comments  breach these Guidelines and appear on DCS  social media channels, please report to the DCS Media team by email.

DCS does not endorse or otherwise support any views, opinions or comments posted on our social media account and any content, sources or accounts that it acknowledges, follows, links, retweets or shares on our social media channels.

Sharing personal information​

Customers may choose to share contact information with our officers in private settings (direct messages) of the social media platform in order to allow us to investigate an enquiry further. Customers accept any risks with the relevant social media platform’s terms and conditions, and its privacy policies.

Disclaimer

DCS accepts no responsibility, or liability for any loss, damage, cost or expense, which you or another party directly or indirectly suffers arising out of, or in connection with, your use of, or reliance on, any posts, comments or any other information made available or accessible through our social medial channels or any linked site or facility.

To the extent permitted by law, DCS accepts no liability arising from its moderation or removal of, or failure to moderate or remove, any post, comment or other material (including inappropriate content) from its social medial channels. 

DCS Privacy Collection Notice 

Information you provide to DCS, or the relative agency over social media is used to help with your enquiry. This information is collected from you on a voluntary basis and may be disclosed to other government agencies in order to assist with your enquiry or escalate to the appropriate team. Your information may also be used to improve the customer experience. DCS will not disclose your personal information to third parties for any purposes not already stated in this Privacy Collection Notice, or to which you have otherwise consented, unless DCS is required, or authorised, by law to do so.

You may ask for access to the information we hold about you at any time and request to update, correct or amend your personal information by contacting:

Privacy Coordinator
Department of Customer Service
2-24 Rawson Place
Sydney NSW 2000
Phone: 13 77 88
Email: Privacy@customerservice.nsw.gov.au

Your personal information will be held by DCS at McKell Building, 2-24 Rawson Place, Sydney NSW 2000.

Contact

For more information on these Guidelines or to report a post or comment on our social media channels, please contact DCS media team by email.