Social Media Policy

Our Twitter feed is used to communicate disruption information to passengers and to maintain ongoing conversations about events and issues that are happening on our railway network.

We encourage you to follow our Twitter handle @metrotrains to find out the latest travel information on our network. We do encourage comments, and to enter into conversations with us. We welcome comments, be they positive or negative.  We don’t use social media to respond individually to all messages.

Our customer feedback team is the appropriate area if you have a particular issue to report. Here

We have no problem with passengers venting frustration on Twitter, but we do draw the line at abusive language or conduct. Metro will moderate content that is aggressive, threatening, defamatory, offensive or considered spam. We consider Twitter to be public comment, so if your comments wouldn’t be printed by a newspaper or read aloud on radio, then they are beyond what we would deem acceptable, they will be removed, and you may be blocked from our page.

Our Twitter page is run entirely at the discretion of Metro Trains and we accept no responsibility where disruption information is not able to be provided via this channel.

The Metro Trains Facebook page, will not tolerate abusive language or conduct. Metro will moderate content that is aggressive, threatening, defamatory, offensive or considered spam. Facebook is used to share the Metro Trains Melbourne story, and showcase the great work done around our train network by our team and passengers.  If you choose to comment on a post, and we deem it unacceptable, they will be removed, without notice and you may be blocked from our page.

Facebook is not used to communicate disruption information. Our Direct Message functionality on Facebook, is an unmanned channel.

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