These Terms of Use describe how Urban Utilities interacts with customers through social media including Twitter, Facebook and LinkedIn. Please note that all communications by Urban Utilities are discretionary.

Urban Utilities’ social media accounts cover topics relating to our business activities and water or sewerage incidents or emergencies, including:
  • Water or sewerage service interruptions
  • Water quality
  • Infrastructure and assets
  • Public health and safety
  • Natural disaster information
  • General information about our business operations
  • Information from other organisations that relates to our customers.

For any media enquiries please email us

We update and monitor our Twitter, Facebook and LinkedIn accounts during office hours Monday to Friday 6am – 9pm. During an incident or emergency situation additional updates and information may be provided outside of these times.

There may be circumstances outside of our control where our accounts are unavailable. In these circumstances, you may obtain relevant information on our website or by calling our Contact Centre on 13 26 57 (8am - 6pm weekdays) or for faults and emergencies 13 23 64 (24/7).

Urban Utilities' accounts follow other social media accounts which we believe are relevant to water or sewerage incidents or emergencies or the services Urban Utilities provides to the community.

We welcome feedback and ideas from all of our followers and endeavour to join the conversation where possible. However, we reserve the right not to reply individually to tweets or posts that we receive.

We monitor all @Replies and Direct messages on Twitter, all private messages, comments, replies and wall posts on our Facebook page and posts and comments on our LinkedIn posts. Where messages relate to a specific customer issue, a response may not be provided via Twitter, Facebook or LinkedIn, but directed to our customer contact channels. Emerging themes or helpful suggestions may be passed on to the relevant people at Urban Utilities. Where common topics and requests exist, we may issue a general notification to all followers.

Where we are asked to re-tweet content from other Twitter users we consider these requests on a case-by-case basis. Generally, we do not re-tweet content from commercial organisations.
Please be responsible and respectful of the intended purpose of our Twitter, Facebook and LinkedIn accounts and interact with us only on business operations, issues, incidents and emergencies relevant to Urban Utilities and the services it provides to the community. Urban Utilities does not engage on issues of party politics.

The appearance of a Twitter, Facebook or LinkedIn user as a follower of our accounts does not imply endorsement of his or her tweets or posts. We reserve the right to:

  • Remove any tweets or posts for any reason
  • Immediately block a follower without notice where, in our opinion, the follower has breached these Terms of Use
  • Followers may be blocked if they tweet or post inappropriate material, including:
    • material that is unrelated to incidents and emergencies relevant to Urban Utilities
    • comments that are abusive, aggressive, inflammatory, repetitive, offensive or inappropriate
    • messages that encourage or suggest illegal activity
    • messages that infringe copyright or other intellectual property rights
    • commercial or other solicitations, advertisements or endorsements
    • comments not sent by the author and/or posted by anonymous or robot accounts
    •  unintelligible or irrelevant messages
    • messages that breach an individual's privacy
    • communications which we consider to be from minors
    • communications that contain viruses or similar harmful programs
Followers may also be blocked if they:
  • Use images in profile pictures or user backgrounds that are, in our opinion, inappropriate or offensive
  • Breach the terms of use of their Twitter, Facebook and/or LinkedIn accounts.
Followers are assumed to be familiar with the terms of use of Twitter, Facebook and/or LinkedIn when tweeting or posting to Urban Utilities’ accounts.
Any link from a tweet or post on our accounts to third parties and third party products, services or information does not constitute an endorsement or recommendation by Urban Utilities. Urban Utilities does not assume any responsibility or liability for third party information or for the operation or function of any service or facility offered by third parties.

Your privacy is important to us. When you make contact with us via our social media platforms, Urban Utilities collects your personal information as a distributor-retailer under the South-East Queensland Water (Distribution and Retail Restructuring) Act 2009 (Qld) for the purpose of responding to your enquiry or feedback and updating our records. The personal information we collect may also be used to manage and make contact with you about accounts or employment opportunities and to verify your identity in future; to contact you about network faults and emergencies and manage the water and sewerage services we provide; to conduct customer research and marketing and to gather brand and social media insights. Urban Utilities may use and/or disclose your personal information to its employees, agents or contractors for these purposes and other third parties as otherwise required or authorised by law. For more on how we protect the personal information we collect, and to find out how to make a privacy complaint, access our Privacy Policy.

Followers are advised to exercise care and discretion with their communication on social media. To protect your privacy, as well as the privacy of others, please do not include personal information such as names, images of individuals, telephone numbers or email addresses in public posts. Followers are expected to respect the personal privacy of others, but we cannot guarantee that all followers will comply. Where requested, Urban Utilities will remove personal information tweeted or posted by followers.

The tweets or posts of Urban Utilities’ staff acting in their personal capacity do not represent the official views of Urban Utilities. Such tweets or posts should be considered as those of private citizens and are not endorsed by Urban Utilities.

All content or materials made available on Urban Utilities’ Twitter, Facebook and LinkedIn accounts is for informational purposes only. While Urban Utilities takes all reasonable steps to ensure that content or materials provided by Urban Utilities is accurate, it does not and is unable to check the accuracy of content or materials provided or made available (including through links) by followers or other third parties.

Urban Utilities:

  • Makes no statements, representations, or warranties about the accuracy or completeness of any content or materials made available or provided by Urban Utilities or followers on Urban Utilities’ Twitter, Facebook and LinkedIn accounts
  • To the fullest extent permissible, disclaims all liability (including in negligence) for all expenses, losses, damages and costs followers and other visitors to Urban Utilities’ Twitter, Facebook and LinkedIn accounts incur as a result of content or materials being inaccurate or incomplete in any way and for any reason.