Karista Moderation Policy

1. Introduction

1.1 This Moderation Policy sets out the way Karista Pty Ltd (ACN 614 763 076) (“Karista”) manages the publication of reviews and ratings on its Website and other social media channels.

1.2 The term “Service Provider” used in this Moderation Policy has the same meaning given to it in the Terms and Condition available in the original proposal.

The term “Website” used in the Moderation Policy has the meaning given in the Service Provider Terms and Conditions available in the original proposal.

2. Verification of Reviews and Ratings:

2.1 Karista® will use commercially reasonable endeavours to ensure and verify the validity of reviews and ratings such as:

1. allowing a customer who has engaged a Service Provider to review and rate that particular Service Provider to assist other customers in selecting appropriate Service Providers for their own needs;
2. displaying the number of reviews that have been used in calculating the average rating on a Service Provider; and
3. displaying reviews and ratings in the order that they are received.

3. Moderation Principles:

3.1 Karista's intervention in moderation will be as minimal as possible to maintain the credibility of reviews and ratings and their value for both consumers and Service Providers

3.2 Only a customer (or its representative) who has previously engaged a Service Provider may review and rate the Service Provider.

3.3 Service Providers should regularly assess the reviews and ratings on their Karista profile and report any suspected breach of this Moderation Policy for investigation by Karista by sending an email to provider-enquiries@karista.com.au

4. Review and Ratings Content - Moderation Guidelines:

4.1 Karista may alter, reject or delete any content that it knows or reasonably believes:

1. is false or misleading;
2. is offensive, defamatory or irrelevant;
3. is commercial, advertising, solicitation or spam;
4. is a personal attack on any Service Provider or staff or contains personal information;
5. is discriminatory of people's gender, race, religion, culture, sexual preference, appearance or background;
6. contains explicit or inappropriate content; or
7. contains ‘false’ reviews by parties who have no genuine recipient experience of a Service Provider's care.

4.2 Karista may take action to prevent the participation of the author of such content in its platform and may, in certain cases, report the issue to the relevant authorities.

5. Moderation Process:

5.1 Karista will use commercially reasonable endeavours:

1. to check all reviews and ratings prior to publishing;
2. to refer reviews with inappropriate content to the reviewer for editing prior to publishing;
3. to change the names within reviews to first initial and “*” to replace other letters;
4. if the validity of the relationship with a Service Provider has been questioned, to require the reviewer to confirm their relationship to a Service Provider; and
5. to provide Service Providers with an opportunity to provide a response to a customer's review:
   1. which has generated a rating under 3 stars; or
   2. if negative comments have been received in relation to the Service Provider, provided that the Service Provider has completed the Provider Details form to update their contact details on the Website.

6. Variation

6.1 Karista reserves the right to review and change any of the Moderation Policy by updating this page. Any changes to the Moderation Policy take immediate effect from the date of their publication.