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 Social Media House Rules

What Customers Can Expect

Merseytravel's Customer Development and Communications Teams use social media feeds to communicate news and information to all of our customers and stakeholders who use digital.
 
We want people to sign up to our social media feeds and use them to engage with us online. We welcome all engagement, whether it is positive or negative, as well as ideas for improving our services.
 
There are certain instances where we will advise that the issue is best dealt with off social media either by calling our customer hotline or via our comments system, comments@merseytravel.gov.uk.
 
These may include:
 
  • issues around specific members of staff or those involving personal details;
  • issues where further detail is required to assist investigation
 
While we can understand people wanting to receive a response logged on social media via social media this is not always possible. Where we direct people on to the comments system, this is so we can ensure we have the detail we need, so we can formally raise the issue with any third parties and can ensure the person who raises the issue gets a thorough response. It also means we can see if there are particular recurring issues that need looking at in more detail.
 
We understand that people may express frustrations if they feel that we are not delivering the service they expect. We consider social media to be forums for public comment but we will moderate content that is aggressive, threatening, defamatory or offensive. We will not respond to abusive or offensive comments.
 
We reserve the right to remove comments that do not abide by this policy. If an individual repeatedly violates this policy, they will be blocked from posting in the future.
 
The document below explains how Merseytravel uses social media to communicate.
 

Merseytravel, PO Box 1976, Liverpool, L69 3HN
Tel: 0151 227 5181  |  Fax: 0151 330 1234