Our approach to social media
Information about the Welsh Revenue Authority's social media accounts and use.
Contents
At the Welsh Revenue Authority (WRA), we use social media to:
- talk about our work
- help you understand our services
- engage with you
We may update these guidelines at any time. We may also close our social media accounts.
Our social media accounts
Language
Where we run separate Welsh and English accounts, we post at the same time on both. Where we run a single account, we post in Welsh first.
We'll reply to you in the same language as your post.
How we manage our accounts
Our social media channels are run by civil servants who follow the Civil Service Code.
We monitor our accounts from 9am to 5pm, Monday to Friday, except public holidays. If you contact us outside these hours, we'll respond on the next working day.
We use software to help us:
- find and respond to questions
- see themes, views and opinions on our work
- hide or delete offensive or abusive posts
We'll always try to answer your questions about our services. At busy times we may not be able to respond to everyone. If we're unable to help you through social media, we'll direct you to the right place.
We try to give you correct information. If we make a mistake, we'll put it right and give you the correct information as quickly as we can.
When to contact us
Please contact us if you:
- think we’ve made a mistake
- see anything inappropriate or concerning
How we expect you to behave
We want our accounts to be safe and respectful places for everyone. We encourage you to share your feedback, questions, stories and experiences.
You're responsible for anything you post, including content you choose to share.
We’ll hide or delete posts that:
- are abusive or offensive, for example racist, sexist, homophobic or sexually explicit content
- are deceptive or misleading
- are spam, including persistent negative or abusive posts aimed at provoking a response
- break any law or regulation
- break any intellectual property rights
- contain adverts or promotions
If we need to hide or delete your posts repeatedly, we'll block and report your account. We'll keep a record of public posts that break our rules and lead to an account being blocked.
Staying safe online
For your own safety, never include personal information in a social media post.
Never use social media to send questions about your:
- Land Transaction Tax
- Landfill Disposals Tax
- visitor accommodation registration
- Visitor Levy
If you contact us about any of these, we'll ask you to contact our Helpdesk instead.
Connections
We may choose to follow, like, share or connect with other accounts. This does not mean we endorse them, and we're not responsible for the content of their posts or profiles.
Accessibility
We're an inclusive organisation, and we want everyone to have the same access to our communications.
As a non-ministerial department of the Welsh Government, we follow GOV.UK accessibility guidelines for social media. We review these regularly to meet the needs of our users.
Privacy
You can find out how we process personal data, including through social media, in our privacy policy.