We are keen to use our social media channels to engage with the public. However, when posting comments, please observe our participation guidelines:
- be respectful of others who use the platform.
- stay on topic.
- keep comments concise.
- do not use language that is offensive, inflammatory or provocative (this includes, but is not limited to, comments that use language that is threatening, racist, sexist, homophobic, obscene or offensive - such as swearing).
- do not break the law (this includes libel, condoning illegal activity and contempt of court).
- do not use the platform for party political purposes or post information that could break election or referendum rules. Ofgem is funded by supplier licence fees and with public money, so it's inappropriate to engage in party-political activity.
- please do not post personal information in comments such as addresses, phone numbers, e-mail addresses or other online contact details, which may relate to you or other individuals.
- do not impersonate or falsely claim to represent a person or an organisation.
- do not attempt to log on using another user’s account.
- do not make any commercial endorsement or promotion of any product, service or publication.
- do not spam the comments board. Spamming is when you resubmit the same or similar comment across our social media posts multiple times.
- do not post unsuitable links. Unsuitable links include those that may initiate an immediate file download, or that contravene the guidelines listed above.
- if you are aged 16 or under, please get the permission of your parent or guardian before participating. Users without this consent are not allowed to participate.
Comments will be reviewed as necessary to check they comply with the participation guidelines. If we consider behaviours or actions consistently do not comply, we will take action to moderate, restrict or ultimately block the user's contact with the Ofgem community on the platform. In cases of blocking, we will contact the individual explaining why the behaviour is unacceptable and that their behaviour must change for future engagement on the platform. Appeals can be made following the guidelines on the Complaints about Ofgem page.
We don't consider behaviour as being unacceptable just because a person is determined or forceful. If there is a legitimate request for information within our remit in the comment, it is reasonable to provide that information. If no legitimate request for information is included, we will not respond.
We operate a zero tolerance policy to aggressive or abusive conduct. This includes, but is not limited to, use of language that is threatening, racist, sexist, homophobic, or offensive - such as swearing. All incidents of blocked contact due to unreasonable conduct are recorded.
Here is a brief outline of how we evaluate queries and comments on our social media channels:
1. Is the query/comment on topic, does it add value to the discussion and can Ofgem answer publicly?
If so, we will post a timely response. We will not post at weekends or days which are public holidays in England.
2. Does the query/comment refer to a specific complaint or issue with an energy company?
We don't have a direct role in dealing with individual disputes or issues between customers and their energy suppliers, but do work closely with Citizens Advice and Ombudsman Services to ensure you are treated fairly. Though our social media channels, we will share relevant news and signpost help and advice content to assist consumers. If you have a specific support issue or complaint with an energy company, then we will direct you to our step-by-step guide on making an enquiry or complaint about a supplier and/or our online Consumer Help Centre.
3. Does the query/comment raise an issue with the policies of a government environmental programme we administer?
If so, then we will refer you to the Department for Business, Energy & Industrial Strategy responsible for the programme policy. If the query/comment relates to our administration of the scheme, we will refer you to our Environmental Programme information pages and/or helplines.
4. Does the query/comment relate to whistleblowing?
If so, then we will refer you to our Whistleblowing advice page.
5. Does the query/comment refer to a specific complaint against Ofgem?
If so, then we will refer you to our Complaints about Ofgem page.
6. Does the query/comment raise a request under the Freedom of Information (FOI) Act 2000 and/or the Environmental Information Regulations 2004 (EIR)?
If so, then we will refer you to our Information requests page.
7. Does the query/comment raise an issue with the Ofgem website? Or is it reporting a bug or performance problem?
If so, we will alert the team responsible for fixing the issue and tell the user this has been done.
We reserve the right to make amendments to this policy as necessary.