Social Media Community Guidelines

We encourage our customers, stakeholders, partners and employees to like, share and respectfully comment on our social media posts as part of our community. 

We use our social media channels to share information about Essential Energy, our services and our projects with customers, communities, stakeholders and partners. We aim to create a safe, open and respectful online space where people can share different views constructively. Our Social Media Community Guidelines apply to all interactions on Essential Energy’s social media channels and help keep conversations respectful, relevant and safe for everyone.

Your Privacy

Your privacy is important to us, so please keep your personal information private. Instead of posting details about where you live in the comment section of our posts, send us a direct message so we can assist with your enquiry. 

We will never ask you to publicly provide personal, financial or account details via social media. In some cases, an Essential Energy representative may invite you to share contact details (such as phone or email) via direct message to help resolve an enquiry.

Any personal information supplied will be collected, stored, handled, used and deleted in accordance with Essential Energy’s privacy obligations and policies.

Be Respectful 

We value your input and encourage respectful discussion on our social media channels. To help keep our channels safe and appropriate for our customers, stakeholders, partners and employees, we moderate content and may remove posts that include:

• Abusive, offensive or discriminatory language
• Threatening behaviour or links to unauthorised or inappropriate external websites
• Personal information that may compromise an individual’s privacy
• False, misleading or deceptive information
• Advertising, promotions or unrelated commercial content
• Technically harmful material (including viruses, malicious code or corrupted data)
• Unlawful content, including defamatory material or spam
• Fake, anonymous or impersonation accounts
• Repetitive or disruptive posting
• Content that is offensive, inappropriate or otherwise in poor taste

Views expressed by users on our social media channels are those of the individual authors and do not necessarily reflect the views of Essential Energy and we cannot guarantee the accuracy of user-generated content.

Customer service level agreement

We aim to respond to direct messages during regular business hours. Response times may vary depending on the nature of the enquiry and posting time, including weekends and public holidays.

To report power outages, for outages enquiries or safety issues call 13 20 80 or report online via this form. For general enquiries, call 13 23 91. For life threatening situations, please call 000.

Sharing and third-party content

We may share relevant information from third parties and link to external websites to help keep our community informed. Essential Energy does not own or manage third‑party sites and is not responsible for their content. Linking to third‑party content does not imply endorsement.

If you are interested in using our content for your own purposes, please email our media team for consent at [email protected].

Use of your content

By posting content (including comments, images, audio or video) on our social media channels, you grant Essential Energy the right to use, share and reproduce that content, and to authorise others to do the same. If content is removed for breaching our Community Guidelines, Essential Energy may still retain and use copies of that content where permitted by law.

Breaches of our Community Guidelines

If there is a breach of our Community Guidelines, we may delete the content and/or restrict or block the users’ access to our social media channels.

Trolling, defamatory claims and deliberately disruptive behaviour will immediately be removed, and the user will be blocked.

Essential Energy reserves the right to update the Community Guidelines at any time, with changes taking effective from the time of publication.

If you believe content on our social media channel breaches these Community Guidelines, please notify us via direct message.