Social Media Community Guidelines

Everyone deserves to feel safe and respected in our online spaces. By engaging with Arcare on social media channels, you agree to the following guidelines.

Please do:

• Be respectful and courteous to others
• Share your genuine views and use your real identity
• Keep comments relevant to the topic being discussed
• Contact us directly for personal, care-related or complaints matters

Please do not:

• Post personal information about yourself or others, including names, phone numbers, addresses or health details
• Post content that is defamatory, threatening, harassing, discriminatory or hateful toward any person or organisation
• Impersonate or falsely represent any other person
• Post content that could breach copyright, privacy or defamation laws
• Reproduce, share or use Arcare’s content, branding or social media material without permission or appropriate credit
• Post content relating to matters that are the subject of current legal proceedings
• Post commercial promotions or spam

Arcare reserves the right to remove, hide or report comments that breach these guidelines or the platform’s own community standards. Users who violate these guidelines or the social media platform’s guidelines may be reported to the platform and banned or blocked from our pages. We may vary these terms at any time.

See Visitor Code of Conduct for residence locations.

Privacy

Arcare is committed to protecting the privacy of our residents, families and communities. When engaging with Arcare Aged Care on social media:

• Do not post images, videos or information identifying residents or staff without their explicit written consent
• Do not share private health, care or personal information about any individual
• Be aware that content posted on public social media pages is visible to all users of those platforms

Arcare is not responsible for the privacy practices of Facebook, Instagram, LinkedIn, YouTube or TikTok, and does not endorse or control advertising displayed on our pages by these platforms. We encourage you to review each platform’s privacy policy directly.

Personal information shared with Arcare via social media is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For more information, see our Privacy Policy.

Photography and Consent

Images and videos featuring Arcare residents or team members are only published on our social media channels with the explicit written consent of those individuals or their authorised representatives.

Feedback and Complaints

We do not accept or respond to complaints about aged care services via social media. If you have feedback or a concern, please complete our online form here arcare.com.au/feedback-form/

For further information please see our dedicated feedback page.

Monitoring

Our social media channels are monitored during business hours Monday to Friday, 9am – 5pm AEDT/AEST excluding Public Holidays. We aim to respond to general enquiries within two business days. Content posted outside business hours will be reviewed the following business day.

Views expressed by third parties on Arcare’s social media pages do not represent the views of Arcare Aged Care.

Thank you for helping us keep our online spaces safe and respectful.

For questions about these guidelines, contact us at arcare.com.au/contact/