The practice you’ve noticed is colloquially known as ‘review gating’, writes consumer affairs and policy professional Kat George. And no, it isn’t legal
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Read more Australian customer service questions
I have noticed that when I get an email inviting me to review a product or service I have purchased online or physically, if I select a high rating I am taken to Google to write a review. However, if I select a low rating, I am then told “We are sorry” etc and asked what is wrong. I am not taken to Google to write a review. This would lead to very biased reviews. Is this practice legal? – Tom, Queensland
Kat says: Screening reviews and sorting feedback based on a consumer’s initial sentiment is known colloquially online as “review gating”. It’s a dark pattern that is common enough that Google has banned it outright. And while the Australian consumer law doesn’t name the practice explicitly, it is clearly prohibited under laws relating to business reviews and false and misleading practices.
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