Social Media and Digital House Rules

Social House Rules

We’re big fans of social media, as it allows us to engage with our customers directly. We love that you can use it to say hello or ask us anything about our company, your account, or the energy industry in general. Before you post anything though, we encourage you to take a read of our Social House Rules.

Protect yourself 

We want you to feel comfortable talking to us about anything and everything, but if you need to send us any personal info, please don't post it on our public feeds where everyone can see it. To protect you, we'll remove any post we see that contains personal or sensitive info, and we’ll ask you to send it in a private message instead.

Sometimes we'll need to access your account in order to look into your query, but we won’t do it without asking permission. If it’s been a little while since you last got in touch, or if it’s a new question, we’ll ask you permission again, just to be on the safe side. We’ll also ask for your security details before giving out any answers or account info.

Lastly, by using social media to talk with or about us, you agree that we can use your personal data in accordance with our Privacy Policy.

Our moderation policy

While we openly encourage debate and discussion, occasionally we'll have to moderate some comments. So heads up – posts containing any of the following will be taken down: 

  • We'll remove any info about you or another customer that we think is personal or confidential. Remember: play it safe and never overshare.
  • Let's keep it clean. Any abusive, profane, sexual, defamatory, offensive or hateful language or content (such as links, video clips, photographs, and other images) or profanities will be removed. The same goes for malicious content, trolling and posts or comments that we think could disrupt discussions.
  • Say no to unlawful sharing of information or content. This includes anything that violates intellectual property rights or contains confidential material.
  • We’ll keep a close eye on the 3 Ss: solicitation, spam and suspicious links (eg phishing). Posts repeating the same messages or links over and over again will be removed.
  • We're more than happy to deal with complaints on social platforms, but we can't talk about matters that are already being dealt with in an official capacity. This includes content that is subject to an internal investigation, or refers to any ongoing or potential litigation. Similarly, references to existing formal complaints or those that are already with the Financial Ombudsman will be removed from our page, and we'll redirect the complainant to the proper channels.
  • These rules go both ways: we'll also remove any mistakes that we make (nobody should have to suffer our typos, right?).

For minor infractions of the above, we’re happy to give the benefit of doubt, delete the post and say no more about it. However, we reserve the right to block anyone or take further action against those who choose to break the rules.

Our rights

We reserve the right to:

  • Remove any content that doesn’t follow our Social House Rules, and to block any user that repeatedly breaks them.
  • Amend the Social House Rules at any time without prior notice.
  • Close down our social media accounts if need be, without prior written notice.

Other 

We assume that by using/accessing any of our social platforms you're familiar and will comply with the terms and conditions of that platform (eg Twitter, Facebook etc).

Remember that by posting on our social channels, you agree that you are solely responsible for anything you post, upload, or link to on our social platforms. And don't forget – if at any time you decide that you no longer want to receive messages and updates from our social media, you can always “unlike” or “unfollow” us. We’d hate to see you go though.

Social’s place as a customer service tool

We love how Facebook and Twitter help us offer a quick way to solve your query. We’re online Monday to Friday from 8am to 8pm, so don’t be shy – get in touch and we’ll find answers to your questions ASAP. We’re on Facebook and Twitter.

If you’d rather call us directly, do so by all means! You can give us a ring on 0800 085 0845, Monday to Friday from 7am to 9pm and 8am to 8pm Saturday and Sunday.

In case of emergency

While social is a great place for discussing a number of problems, certain emergencies call for more direct action. If you have a gas emergency, our social pages aren't the place to go. Instead, call the 24/7 National Emergency Hotline on 0800 111 999. If you’re experiencing a power cut, we advise you to call your local Distribution Network Operator.

Report anything that doesn’t look right

And remember, the content and comments posted by people on our social don't necessarily reflect the opinions or ideas of OVO Energy, its officers, employees, agents, or contractors. We do everything we can to stop offensive or inappropriate content appearing on our feeds, but if you do come across anything like this, please let us know or report it directly to Facebook or Twitter.

If you have a problem with any of this or would like to raise a complaint, feel free to email us here.

 

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