Social media

Transparency Statement

Customs uses a range of social media channels, including Facebook, X (Twitter), LinkedIn and Instagram.

Social media enables Customs to communicate information, answer questions, and engage in conversations with members of the public and our stakeholders.

There are some things that we are not able to discuss on social media; for example, anything that is confidential or relates to an ongoing investigation or operation.

Customs follows other people and organisations on social media; however, this does not mean that we endorse their views or confirm the accuracy of the information provided on their social media channels.

Terms of use

Our social media customer support hours are 8am-4.30pm, Monday to Friday.

You are able to raise a concern about Customs’ use of social media. To do this, privately message us via the social media channels or email us communications@customs.govt.nz . Any concern you raise will be actioned in a timely manner.

Customs staff are required to comply with our social media policy guidelines.

Moderation Policy

Customs reserves the right to moderate and delete comments on our social media channels that do not adhere to our moderation policy. We reserve the right to remove any post, reply, or comment that does not comply with our moderation policy. When moderating our social media channels, Customs will consider whether a comment:

• is discriminatory or offensive
• promotes commercial activity
• contains offensive words or uses threatening language
• includes personal information without consent
• contains spam
• is irrelevant to the post
• breaches privacy
• impersonates a person or organisation.

We may block people and organisations from our social media channels if these conditions are breached.

We use Facebook’s profanity filter, which automatically hides comments using offensive words.

Our transparency statement, terms of use, and moderation policy may be updated at any time without notice.