The ‘Reviews’ section of business profiles now show both positive AND negative feedback. We’ve made this change to comply with recent guidelines issued by the ACCC and to make it easier for customers to compare business quality.
We will now also allow businesses to reply once to each review. This will help businesses explain their side of the story if they are given a negative review.
The ACCC guidelines specifically address the omission of negative reviews. They state “Businesses and review platforms that selectively remove or edit reviews, particularly negative reviews, for commercial or promotional reasons may be misleading consumers.”
Our customers have always been able to leave negative feedback. Those negative reviews counted towards a business star rating and % score, and also to internal investigations often ending in the termination of their business account, but were not published on business profiles. We have now corrected this.
Fast Facts about Feedback
1. Negative feedback will now be displayed on every business profile.
2. Businesses will be able to respond to both positive and negative feedback. This is to ensure that both parties get a chance to explain their side.
3. As opposed to a conversation thread, businesses are allowed only one response per feedback.
4. The business’ reply will be publicly visible underneath the original feedback.
To know more about this feature, log in to your account and have a look at your profile.