How we use social media

We use social media to communicate and engage with the public and our stakeholders about our payments and services.

We have official accounts on Facebook, Twitter, YouTube and Google+, plus we have our own online consultation forum—speechbubble.

We monitor social media sites and social networks such as Whirlpool, Yahoo Answers and The Bub Hub. This allows us to respond to customer questions and issues.

Our policy is to help our customers by responding to your questions online and correcting misinformation. We also pass information received via social media sites to business areas so we can continually improve our services.

Communicating during emergencies

In the unfortunate case of an emergency such as bushfires or floods, we use our social media accounts to inform people about the support services and financial assistance we can provide. We also share this information on community and local media accounts.

Our Facebook, Twitter and and Google+ accounts

We provide you with many ways to connect with us. We manage the following accounts on Facebook and Twitter accounts, a YouTube channel and an online forum where you can ask questions, seek support and stay up to date

Find the easiest way to connect with us.

What you can expect from us

  • We will never ask you for personal information through social media. If we need personal information to answer your question or help you, we will ask you to use a more private channel, such as Express Plus apps, your online account, by calling us, or visiting your nearest service centre
  • We monitor our social media accounts and respond to questions during business hours, Monday to Friday
  • We aim to respond to your questions on the same day. Sometimes, where a question is posted late in the day, or where your question is more complex, there can be brief delays
  • The posts we make on social media sites are official and on behalf of the department

Social media policies

We have policies that govern the way we use social media. Please ensure you use social media responsibly.

We also have a social media policy for departmental staff to guide and support them in their use of social media, both at work and outside of work.

For more information, please email

Page last updated: 5 February 2016

This information was printed Monday 26 September 2016 from It may not include all of the relevant information on this topic. Please consider any relevant site notices at when using this material.