Appendix 2 – Issues response template

Outline how social media accounts will be moderated during business hours and after hours.

If your team can’t monitor social media after hours, you might consider turning your comments and engagement off.

Response table

The table below demonstrates level of incidents from general queries (0) to escalating issue (2) that requires a coordinated approach.

Level	Message	Activity	Actions
0	Enquiry	Request for clarification or more information about the content shared	Prepare response based on a pre-existing Q&A document or holding lines. Inform other areas and share feedback as appropriate.
1	Low	Complaint	Report to [relevant person/team] Draft response and share with appropriate areas for input Relevant stakeholders notified Response posted within [insert] hours (business hours) If issue escalates, report to [insert person/team].
2	Medium	Escalating issue - multiple complaints or serious allegation	Report to [insert person/team] Appropriate areas consulted for input Response drafted and sent to [insert person/team] for approval Response actioned within [insert] hours (business hours).

Outline how talent will be supported should any issues arise. This may include extending workplace mental health resources.

Resource: eSafety Commissioner - How the Online Safety Act supports those most at risk

Updated 19 November 2024