Trustpilot Compliance team is part of a larger unit called Trust & Transparency. Every day their Compliance team is in touch with hundreds of users and companies – often in relation to reviews that have been reported. The purpose of Trustpilot Compliance team is to safeguard trust by protecting Trustpilot's best-in-class review platform from fabricated reviews or other service misuse and to combat fraudulent reviews mackeeper behavior. Notified reviews remain visible on Trustpilot, until the Compliance Team has concrete evidence that there is in fact a violation. If a user or a company notifies them about a review, it leads to a ticket in their system – a case which will be investigated by a Compliance agent. Every month the Compliance team handles around 25'000 tickets.
All review investigations are handled solely according to the guidelines set. There is no distinction between companies who subscribe to Trustpilot's business services and those who do not. Their Notify Compliance feature emphasizes their belief that at Trustpilot, they are a community that works together to maintain trust and integrity. Because they believe in full transparency, there are no immediate consequences for notified reviews on Trustpilot.
Each notification from a community member generates a ticket that is sent to the Compliance Team that then conducts a thorough investigation of each notified review. Transparency in the process ensures that the community members' reviews are not unjustly filtered, and that all company profiles have accurate depictions of all their consumers' opinions. Immediate removal of reviews during the investigation process could be misunderstood and misused e.g. by companies that wish to block their competitors' positive reviews. Therefore, they continue to show notified reviews unless their Compliance Team concludes that a review needs to be reported.
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