Our Social Media Team is on hand to help with your queries Monday – Friday 9am-5pm however we would advise that if your query is urgent you contact our Customer Hub via
E. info@antrimandnewtownabbey.gov.uk, T. 0300 123 4568 or live chat (look for the purple icon on the bottom right hand of your screen).
We expect users to offer the same level of courtesy that is offered to them. All users must comply with the social media platform's Terms of Use as well our house rules:
- We will remove any comments on our posts that we feel are inappropriate, or discriminatory against any individual or group, including comments which:
- bully, harass or intimidate any individual or organisation
- are unlawful, libellous, defamatory, abusive, threatening, harmful, obscene, profane, sexually oriented or racially offensive
- use hate speech or conspiracy theories which could be damaging to our communities
- infringe or violate someone else's rights
- violate the law
- discuss ongoing legal proceedings
- are spam
- advertise products or services
- are irrelevant or off-topic (e.g. comments about a missed bin on a post promoting an event)
- are disruptive
- are repetitive
- are deemed to be political or electioneering. Please contact your councillors if you wish to discuss political issues.
- We will disable comments on social media posts in some instances where required.
- Where a complaint issue is raised via direct message to an official Antrim and Newtownabbey Borough Council social media account, we will respond to the complaint via our Complaints Handling Procedure.
- We will also remove, ban or report users who continue to post comments such as those listed above, see below:
- An initial ban will be for a period of four weeks
- Any second ban will be permanent
- The Head of Marketing Communications and PR will approve any ban
- The appeal will be considered by the Customer Services Manager
Notification and Appeal Process on Social Media Policy
To appeal a social media ban, users should email customerservices@antrimandnewtownabbey.gov.uk with a clear and concise explanation of the appeal. In your message, please outline why you believe the ban was unjustified or if there was a misunderstanding (please provide any relevant documents that will support this.) Once your appeal is reviewed, a member of the team will respond to you within a two week period of receiving the appeal.