Telstra Store Locator Moderation Guidelines
The Telstra Store Locator (store-locator.telstra.com.au) website is designed, amongst other things, to allow customers to easily locate their nearest Telstra store, view its customer service rating, and to provide feedback on their in-store experience as a customer.
All feedback submitted via the Telstra Store Locator website is reviewed by a moderator prior to publication.
By submitting feedback to the Telstra Exchange website, you consent to Telstra reproducing and publishing that content (either in whole or an edited version of the posting) to the Telstra Store Locator, and in other Telstra websites or Telstra publications.
Moderation aims
Our feedback guidelines aim to ensure that comments to the Telstra Store Locator are inclusive and inviting.
Toward that end, moderators will ensure that user feedback is relevant and appropriate, and may take any steps they deem appropriate to ensure content meets the site’s feedback moderation policy, described below.
Standard operating hours for feedback moderation
- The Telstra Store Locator will be monitored and actively moderated during standard operating hours only: Monday to Friday 9am-5.30pm AEST.
- During our standard operating hours we’ll aim to review all feedback within 24 hours.
- Comments submitted outside of standard operating hours, or over the weekend, will be reviewed on the next working day.
Feedback moderation policy
Postings may be removed or edited for reasons of space, clarity, to remove offensive, threatening or unlawful content, or to avoid repetition. Telstra also reserves the right to reject any post at its absolute discretion.
You will not be directly contacted if your post has been rejected.
- Please ensure your feedback is based on your in-store experience
- You must supply a valid email address to post a comment. Your email address will not be published
Contributors may not submit content that: is threatening, abusive, defamatory, indecent, menacing, harassing, offensive, infringes any person’s intellectual property rights, including copyright, impersonates anyone, misrepresents a relationship with any person or organisation, encourages others to commit unlawful acts, harasses anyone or is unlawful in any way.
It is in your interests, as well as ours, to ensure that all content is lawful.
You may face personal liability if content you submit is published and is unlawful.
For example, if you submit material which is defamatory and cannot be defended, then you could be sued by the person defamed. In addition, the following types of postings are not permitted:
- repetitive messages, including cross-posting, flooding, and spamming
- messages of excessive length (more than 1000 words or 2500 characters)
- viruses, files, or potentially harmful code
- advertising, promotions, or similar material
We reserve the right to reject posts that contain links or direct readers to third-party websites.
Telstra Community standards
To ensure the dialogue on the Telstra Store Locator remains relevant and engaging for all users, you’re also expected to observe 10 simple principles. Our moderators apply these principles when reviewing your comments.
- We welcome debate and dissent, but personal attacks (on store staff, managers, other users or any individual), persistent trolling and mindless abuse will not be tolerated. The key to maintaining Telstra Store Locator as an engaging and inclusive space is to focus on intelligent discussion of relevant in-store experiences.
- We acknowledge criticism of Telstra’s products, services, policies and performance, but will not publish persistent misrepresentation of the Telstra Corporation, our Board, our shareholders or our staff. For the sake of robust debate, we will distinguish between constructive, focused argument and propaganda or smear tactics.
- We understand that people often feel strongly about the issues discussed on the Telstra Store Locator, but we may reject or remove any content that others might find offensive or threatening. Please be pleasant and respectful of the opinions and beliefs of others. Not everyone has a thick skin, so please consider the impact your comments may have on others.
- We reserve the right to redirect or curtail conversations that descend into repetitive flame-wars based on ingrained personal opinion or generalisations. We don’t want to stop you discussing issues you are passionate about, but we do ask users to find ways of sharing their views that do not feel alienating, threatening or toxic to others.
- We will reject or remove any content that may put us (or you) in legal jeopardy, for example, this includes potentially defamatory comments, or material posted in potential breach of copyright.
- Keep it relevant. We know that conversations can be wide-ranging, but if you submit commentary wholly unrelated to the original blog topic (“off-topic”) then it may be rejected or removed, in order to keep the discussion on track.
- Queries or comments about moderation will not be published. The moderator’s decision is final and no correspondence will be entered into. Abusive posts will be deleted, as will posts asking ‘why was my post deleted?’
- Telstra Store Locator does not replace existing Telstra customer service or complaints resolution forums, but it is an arena for discussion and for two-way feedback. Please direct any individual customer service issues or complaints to the channels listed on our contact us page. Any individual service issue reported via the Telstra Store Locator may be forwarded to an appropriate Telstra representative who will attempt to contact you via email to resolve the matter.
- Maintain a measured tone and don’t shout. Any comments submitted in ALL-CAPS, or similar, may be rejected. Also be aware that you may be misunderstood, so try to be clear. Expect that people may understand your feedback differently than you intended. Tone of voice (sarcasm, humour and so on) doesn’t always translate well online, so err on the side of caution.
- The platform is ours, but the conversation belongs to everybody. We want this to be a welcoming space for intelligent feedback, and we expect participants to help us achieve this by notifying us of potential problems and helping each other to keep conversations inviting and appropriate. If you spot something problematic on our Store Locator, please report it.
Your use of the Telstra Store Locator website
Your use of the Telstra Store Locator website is governed by the Terms of Use and Copyright & Trade Mark Matters of Telstra.com.
Sharing information is the essence of social media. However, many elements of the site such as text, pictures and logos are subject to copyright. To avoid infringing copyright, we ask that you link to material on the site rather than reproducing it. Quoting from a post in the context of a discussion is generally acceptable, but please do not copy and paste large sections of text on to third party websites.
