Social Media House Rules

We have a number of Twitter handles that are there to provide both news and information about our company and services, as well as providing assistance to our customers. Our team actively monitor all accounts during our business operating hours (6.00am – 12.00am). We do our best to respond to all relevant and appropriate questions directed to us at a particular feed but not to ALL individual tweets. As the pages are in the public domain, and that means anyone may view our tweets and your tweets to us in the Twitter feed. This is why we ask users to observe and adhere to the house rules.

As the pages are in the public domain, and that means anyone may view our tweets and your tweets to us in the Twitter feed. This is why we ask users to observe and adhere to the house rules.

• Don’t write anything discriminatory, racist, abusive, obscene, inflammatory or unlawful
• Don’t write anything defamatory
• Avoid talking about breaking the law or condone or encourage unlawful activities
• Don’t infringe on third party intellectual property, privacy or publicity rights
• Avoid political and religious activism
• Don’t use this platform for self-promotion and commercial gain
• And we specifically DO NOT welcome the use of profanities or languages that are likely to be offensive. Our viewers range from different age groups, so let’s keep it clean.

To maintain a safe and welcoming environment for others, we may ask users to stop sending tweets as well as remove or report posts or comments that fail to follow the rules.

Please understand that any post which appear to fall into any of the above categories or which we believe does not comply with the policies of respective social media sites or deemed inappropriate for our social media communities, will be deleted or hidden from viewers without prior notification. It may also result in you being reported to the social media platform owners and/or banned from accessing our social media channels in the future.

For those who have a query and look towards a more personalised response, send us an email at suggest@rapidkl.com.my or phone us at 03-7885 2585.

How to Tweet to us during emergencies

If you are faced with an emergency on-board our trains or buses please refer to the following:

• Go to the nearest intercom on board or at the station or ;
• Inform the bus driver, other employees in uniform and/or the Auxiliary Police.
• Indicate your name, location, train/bus number as well as the time and date concerned when informing on Twitter.

This info will quickly allow us to react swiftly and provide the necessary assistance.

Depending on which feeds you follow you can expect to receive tweets covering some or all of the following:

• Live travel information that include updates on incidents which may affect your journey or the transport system
• Responses to service queries
• Alerts on public transport updates, travel or traffic information, news, safety messages and links to more information.
• Updates during an incident or crisis – @AskRapidKL will be the definitive source of information

Our Twitter accounts

We want to encourage an honest but polite and respectful conversation on Twitter. You can help make that happen by following our Prasarana House Rules.

@Replies and direct messages

We welcome feedback and ideas from all our followers, and will participate in the conversation where we can contribute constructively together. However, we may not be able to reply to every individual message we receive via Twitter.

The team reads all @replies and Direct Messages and ensures that any emerging themes or helpful suggestions are passed to the relevant people.

Twitter is an informal channel. If you’d like a formal response from us, please contact our Customer Services team via the email, suggest@rapidkl.com.my or phone us at 03-7885 2585.

Following

If you decide to follow us on Twitter, great! But we will not automatically follow you back. We chose to do so, allowing you to easily identify other key Twitter users that we think are relevant and useful in our Follow list. It is not in our intentions to be impolite or disrespectful.

However, being followed by @MyRapidKL or @AskRapidKL does not imply endorsement or support of any kind.

Retweets and copyright

All content produced by @MyRapidKL and @AskRapidKL on Twitter, is protected by copyright. However, you are encouraged to retweet our updates provided that you acknowledge us as the source (by including RT @MyRapidKL (or other MyRapidKL @username) in your tweet) and do not change the context or misrepresent us.

We will retweet content from our partners and subsidiary organisations, and consider any requests to retweet content from others based on relevance and propriety at our discretion Being retweeted by us does not imply endorsement or support of any kind.

Favourites/Likes

All content produced by @MyRapidKL or @AskRapidKL on Twitter is protected by copyright. However, we encourage you to favourite/Like our updates provided. Being favourited/Liked by us does not imply endorsement or support of any kind.

Hashtags

Twitter users often distinguish content using key words preceded by a # sign. This enables other users to connect with the content and conversations surrounding a particular topic. In some circumstances, a common hashtag will already have been established and we would follow suit.

We would use existing hashtags that are directly relevant to the subject of our tweets.

Availability

Our Twitter streams are tweets produced by our own appointed employees.

The team will actively monitor our Twitter accounts during hours of operation from 6:00am – 11:30pm daily.

Twitter may occasionally be unavailable and we accept no responsibility for lack of service due to Twitter downtime.