This space connects our community with Council news, services, and initiatives. This page is managed in accordance with Council's Social Media Policy. Our commitment
As outlined in our Customer Service Policy, we will:
• Treat you with courtesy and respect
• Provide necessary and relevant information
• Respond to social media enquiries within 3 working days (business hours: Monday-Friday, 8:30am-4
:30pm AEST)
• Value and protect your privacy
Community Standards
Expected behaviour
• Be respectful: Treat staff, councillors, and community members with courtesy
• Be constructive: Engage in meaningful dialogue, even when disagreeing
• Stay on topic: Keep comments relevant to the post
• Be appropriate: Use family-friendly language suitable for all ages
• Be lawful: Comply with all laws and respect intellectual property
Unacceptable Content
We will remove content that:
• Threatens, harasses, bullies, or intimidates others
• Contains hate speech or discriminatory language
• Is sexually explicit or exploits minors
• Violates privacy (doxxing or sharing personal information)
• Uses excessive profanity or abusive language
• Spreads deliberate misinformation
• Constitutes spam, advertising, or impersonation
• Infringes copyright
Consequences
Violations may result in warnings, temporary restrictions, permanent bans, police referral, or legal action as appropriate. Works requests and complaints
This page is NOT for reporting or requesting:
• Road repairs or infrastructure works
• Water, wastewater, or waste issues
• Building/planning applications
• Formal complaints
• Urgent service requests
Any of these types of requests through social media will be advised that they must be submitted through the following official channels:
• Online: www.cook.qld.gov.au/council/report-a-problem/
• Phone: (07) 4082 0500
• Email: [email protected]
• In person: 10 Furneaux Street, Cooktown
• By post: PO Box 3 Cooktown, Qld 4895
• After hours: (07) 4082 0500
Using official channels ensure your request is logged, tracked, and addressed according to service standards. Moderation
Our approach
- Regular monitoring during business hours
- Fair and consistent application of standards
- Community reporting encouraged (use "Report" function)
- Consideration of Human Rights Act 2019
Response times
• Emergency matters: Immediate referral to authorities
• Serious violations: Removed as soon as identified
• General moderation: Within 3 working days
• Enquiries: Responded to within 3 working days
Appeals
Email [email protected] (Subject: Social Media Appeal) with details. Response within 10 working days. Privacy
This is a public forum. Comments are visible to everyone. Do not share sensitive personal information. For confidential matters, contact Council directly. We comply with Information Privacy Act 2009 (QLD). Related Policies
• Customer Service Policy (V2.0, November 2023)
• Responsible Customer Conduct Policy (V1.0, September 2024)
• Social Media Policy (V3.0, November 2024)
• Administrative Action Complaints Management Policy
Available at: www.cook.qld.gov.au/council/governance/policies/
*These guidelines comply with Facebook's Community Standards and may be updated periodically.*
