Review Disclosure

Last updated: 16 May 2026

Reviews are the most important signal on HelpSorted. This page sets out how they work, who can leave them, what we moderate, and what we never do.

1. Who can leave a review

• Customers who have contacted a service provider through HelpSorted.
• Customers who can confirm they engaged the provider directly (off-platform), via our verified-customer flow.
• Verified-customer reviews carry a small badge on the listing.

Reviews from random members of the public who have never engaged with the provider are not accepted.

2. How a review is submitted

After a conversation through HelpSorted, the customer may receive an SMS or email asking them to rate their experience. The link in that message is single-use and tied to the conversation. The customer rates 1-5 stars and can leave a written comment.

On the "Review" tier and above, providers can also send a review-request SMS to customers they served off-platform. Those reviews go through the verified-customer flow before being published.

3. What we publish

• The star rating (1-5).
• The review text, as written by the customer.
• The customer's first name + initial of last name (or display name they chose).
• The suburb the customer was in (if they consented to it being shown).
• The month and year. Not the exact date.
• A "Verified customer" badge if applicable.

4. What we moderate (and remove)

We remove reviews that:

• Are written by someone with a clear conflict of interest (the business owner, a family member, a competitor) - if identifiable.
• Make defamatory claims that we have reasonable grounds to believe are false.
• Identify a specific third party (a worker, a customer) in a harmful way.
• Contain abusive language, slurs, threats, or content that violates Australian law.
• Are off-topic - reviewing the platform itself, not the service.
• Were demonstrably fabricated (e.g. content matching content posted by the same author on a different provider's listing on another platform).

5. What we will NEVER do

• Remove an honest negative review at the provider's request.
• Charge a business to suppress or remove reviews.
• Pay customers to write reviews.
• Generate fake reviews.
• Re-order reviews to favour paid-tier providers. Reviews on a listing are always shown by recency (newest first) regardless of tier.

6. How a provider responds to a review

On the "Review" tier and above, the provider can post a single public reply per review. The reply is visible alongside the original review and is also subject to our moderation rules above.

7. Disputing a review

If a provider believes a review violates our rules, they can flag it via the dashboard. We will:

• Acknowledge within 2 business days.
• Investigate the claim and any supporting evidence.
• Make a decision within 7 business days: keep, edit, remove, or keep-with-provider-reply.
• Notify both the provider and the reviewer of the outcome.

See the full process on the Disputes page.

8. Contact

Concerns about a specific review? Email hello@helpsorted.com.au with the listing slug and review reference number.

This disclosure follows the ACCC's guidance on online consumer reviews.