Social media acceptable use policy

The following user policy is in addition to any user policy or terms and conditions imposed by the social media host (e.g. Facebook, Twitter, LinkedIn, Instagram).

As a user of Open Arms social media, you may express your views, comments, ideas, insights and feedback about our service.

At the same time, you should show courtesy and respect to others and must not use our page or profile to abuse others, expose others to offensive or inappropriate content, or for any unlawful purpose. Please be aware that Open Arms may change this policy at any time.

When using Open Arms social media, please ensure that you:

  1. protect your personal privacy and that of others by not including personal information of either yourself or of others in your posts to the page or profile (for example, names, email addresses, private addresses or phone numbers)
  2. represent your own views and not impersonate or falsely represent any other person
  3. do not be abusive, harass or threaten others
  4. do not make defamatory or libellous comments
  5. do not use insulting, provocative or hateful language
  6. do not use obscene or offensive language
  7. do not post material to the page or profile that infringes the intellectual property rights of others
  8. do not post multiple versions of the same view to the page or profile or make excessive postings on a particular issue
  9. do not promote commercial interests in your posts to the page or profile
  10. do not include internet addresses or links to websites, or any email addresses in your post to the page or profile
  11. do not make unproven or unsupported accusations against individuals or organisations
  12. do not encourage conduct that may or would constitute a criminal offence or give rise to civil liability, or that otherwise violates any local, provincial, national or international law or regulation anywhere in the world
  13. do not incite hatred on the basis of any personal characteristic, including on the basis of race, gender, marital or domestic status, disability, sexuality or age
  14. do not identify matters that are currently the subject of legal proceedings or would break a court’s non-publication order

In addition to these requirements, Open Arms social media is governed by the user policy or terms and conditions imposed by the social media host, including:

Open Arms reserves the right to enforce this Acceptable Use Policy at its discretion. Open Arms may remove any posted messages it considers to be in breach of this policy. Users who persist in breaching this Acceptable Use Policy may be banned.

If you have any questions about this policy, please email

Privacy statement

Open Arms records any information posted to our social media and uses that information for the purpose of administering its social media and considering and/or addressing any comments made.

No attempt will be made to identify individuals except where required or authorised by law, including the Privacy Act 1988. Open Arms is not responsible for the privacy practices or content of Facebook, Twitter, LinkedIn and Instagram, or any linked websites.


Material on Open Arms social media has been submitted by users of the various sites. Open Arms accepts no responsibility whether express or implied for the accuracy, currency and completeness of any information posted on Open Arms social media or its relevance and suitability for any purpose.

Open Arms does not endorse or otherwise support any view and opinion posted by a user or contributor on the Open Arms social media. For further information about Open Arms please visit the Open Arms website or call 1800 011 046.

Moderation of posted content

While Open Arms make reasonable efforts to ensure inappropriate material is identified and moderated, Open Arms does not guarantee it will identify all inappropriate material or that inappropriate material will not be published.

In addition, Open Arms publication of posted content does not imply any endorsement, agreement or acceptance by us of the views expressed in that content. We recommend users exercise their own skill and care with respect to evaluating such content and carefully evaluate the accuracy, currency, completeness and relevance of the content for their purposes.

Open Arms also does not guarantee any posted content will be published and a user submitting content should not infer that the non-publication of content suggests the content is inappropriate.

As such, Open Arms accepts no legal liability whatsoever arising from, or connected to:

  • the publication of any content
  • the failure to moderate any content (whether due to technical error or otherwise), or
  • the use of, or reliance on, any content by a user

Release and indemnity

Open Arms does not accept responsibility for any loss or damage, however caused (including through negligence), which you may directly or indirectly suffer in connection with your use of Open Arms social media or any linked site or facility, nor do we accept any responsibility for any loss arising out of your use of, or reliance on, information accessed using Open Arms social media.

To the extent permitted by law, any condition or warranty which would otherwise be implied into these Terms is hereby excluded.

When posting or otherwise communicating content using the Open Arms social media, you agree to indemnify us and our employees and agents against any claim by a third party arising out of any breach of these Terms by you.

These Terms do not attempt or purport to exclude liability arising under statute if, and to the extent, such liability cannot be lawfully excluded.

Protecting your confidentiality and privacy

Open Arms is committed to preserving and upholding your rights to confidentiality and privacy.

Open Arms records are stored securely and every effort is made to ensure that your counselling sessions and contact with Open Arms are confidential. Open Arms keeps confidential notes and reports on your counselling and group program attendance so we can provide you with appropriate professional help and for planning and evaluation purposes.

Your clinical information will not be released to the Department of Veterans' Affairs, other government agencies or external parties without your consent, unless there are exceptional circumstances where information may have to be released in accordance with the law. This would only occur where your safety or the safety of others is at serious risk, in serious criminal matters, or in response to a court direction.

If you are a member of the Australian Defence Force (ADF) and you have been referred through the ADF Agreement for Services, Open Arms is required to provide periodic reports regarding your treatment to the ADF Referring Authority.

Open Arms is bound by the Privacy Act 1988 and the Australian Privacy Principles (APPs). See more information on how Open Arms manages personal information or email and request a copy of our Privacy Policy.


Open Arms welcomes and values your feedback as it assists us in improving the standards and quality of the service. If you have feedback about an Open Arms service you should:

Step 1: Contact your local Open Arms centre by phoning 1800 011 046 during business hours and ask to speak to the Centre Director or email

Step 2: If you are not satisfied with the response, please call (02) 6289 6471 during business hours and ask to speak to the Assistant National Manager.

Step 3: If you are still not satisfied with the response, please write to: The Deputy President Repatriation Commission GPO Box 9998 Canberra ACT 2601