# DIREKT Review and Reputation Model

## Eligibility

A standard review requires a platform-tracked interaction with a provider. Eligibility does not mean DIREKT endorses the review’s truth.

## Review structure

- overall experience;
- optional dimensions such as communication, timeliness and service alignment;
- text;
- date/service category;
- disclosure if service did not proceed;
- provider response;
- moderation/status.

Do not ask customers to rate regulated technical competence unless the question is meaningful and fair.

## Integrity controls

- one eligible review per defined interaction;
- no provider self-review;
- anomaly detection for linked accounts/devices/timing;
- report and moderation;
- no reward conditioned on positive rating;
- preserve removed review audit;
- minimum sample before aggregate prominence.

## Provider response

One controlled response, editable with history for a limited window. No exposure of customer private information.

## Moderation

Remove or restrict content containing personal data, threats, hate, unrelated allegations, extortion, spam or prohibited material. Negative but relevant opinions are not removed merely because a provider disagrees.

## Appeals

Reviewer and provider can report decisions. Trust team records reason and resolution.

## Ranking

Review data is only one signal. Paid plan cannot increase review weight.
