Contents Integrity Policy
BuildAdvisor Pty Ltd and its Related Bodies Corporate (referred to as BuildAdvisor, We or Our) are committed to ensuring that reviews appearing on the Website are genuine consumer reviews. Words defined in the BuildAdvisor Terms and Conditions have the same meaning in this Content Integrity Policy.
Consumer Reviews
BuildAdvisor’s purpose is to find you a great builder. We do this through collecting consumer reviews, displaying consumer reviews and creating a ranking system of Builders by averaging numbers and star ratings from consumer reviews. Our consumer reviews, therefore, must be of the highest standard.
We utilise a number of manual and automated procedures on the Website to ensure that consumer reviews are genuine. We follow the investigation process to identify and remove fake reviews as recommended by the ACCC (see Online reviews – a guide for business and review platforms, ACCC November 2013).
We undertake to remove consumer reviews or Builder Generated Content from the Website which we know to be fake. However, BuildAdvisor cannot guarantee and does not represent that the Website is free of fake consumer reviews or Builder Generated Content.
We encourage users of the Website to report any fake reviews in accordance with this Content Integrity Policy. We will endeavour to respond to any complaint regarding a consumer review within 5 Business Days.
Our ability to investigate and respond to your complaint within 5 Business Days will depend upon whether you provide us with sufficient information to investigate the complaint and if we consider it necessary to make contact with the consumer who submitted the review.
Making a complaint
We provide an easy process for users of the Website to report reviews which they suspect are fake, defamatory or breach a third party’s Intellectual Property Rights.
To make a complaint a user of the Website can either complete a complaint form and post it to us at the address below or you can email us your complaint by clicking on this email link (complaint@BuildAdvisor.com.au) and completing the form in the body of the email.
Please note that BuildAdvisor reserves the right to ask for verification of your identity and to seek further information from you to clarify the basis of your complaint. Please note that BuildAdvisor may not be able to investigate complaints that are anonymous or incorrectly addressed or do not provide sufficient information in the complaint form. We will use reasonable efforts to identify fake or defamatory Content or reviews that breach a third party’s Intellectual Property Rights when notified but cannot be responsible where you have failed to provide all the relevant facts or where these facts cannot be ascertained. Any Personal Information you provide us will be used in accordance with our Privacy Policy. Please read our Privacy Policy before sending any Personal Information to us.
Please be warned that any statement you make in a complaint form may be used in Court proceedings. Any false, misleading or inaccurate information provided by you in a complaint form may expose you to civil and criminal liability.
1. Fake review
When a Consumer submits a review to BuildAdvisor they agree that:
- they are the person that commissioned the construction, repair or renovation of the property subject of the consumer review;
- they are not the Builder, property developer or Real Estate Agent subject of the consumer review;
- the Builder they review is the Builder contracted to build or renovate the property subject of the consumer review; and
- the Content of the consumer review does not breach the Intellectual Property Rights of a third party. (please see the BuildAdvisor Terms and Conditions)
If a user of the Website believes that:
- a Consumer is suspect or fake;
- a building project is suspect or fake; or
- the builder attributed to the construction project or building development is suspect or fake,
then you may wish to make a complaint to BuildAdvisor in accordance with this Content Integrity Policy.
2. Negative Review / Defamation
A review is the opinion of a Consumer about their builder’s work on their construction project or building development. A review that is true or that reflects an honest opinion (e.g. negative review) is not usually in itself a basis for defamation. The laws of defamation (or such similar causes of action) are complex. You should therefore carefully consider the facts before you make a complaint to BuildAdvisor or lodge a claim with the Courts (and take legal advice if in doubt), as a false claim may expose you to liability.
If a user of the Website believes that a consumer review contains defamatory statements or content you may wish to make a complaint to BuildAdvisor in accordance with this Content Integrity Policy We will promptly remove any part or all of a consumer review which contains defamatory statements or Content.
3. Intellectual Property Rights Infringement
If you believe that work or material has been dealt with in a way which constitutes infringement of your Intellectual Property Rights, you may wish to make a complaint to BuildAdvisor in accordance with this Content Integrity Policy. We will use reasonable efforts to identify intellectual property infringement when notified but cannot be responsible where you have failed to provide all the relevant facts or where these facts cannot be ascertained.
We will promptly remove any part or all of a consumer review which contains Content in breach of a third party’s Intellectual Property Rights. However, BuildAdvisor cannot guarantee and does not represent that the Website is free of Content that infringes a third party’s Intellectual Property.
4. Abusive or Threatening Demands
We will consider any reasonable request to remove Content which is submitted in accordance with this Content Integrity Policy. We will not comply with any request to remove Content that is threatening or abusive (whether issued by You or Your legal representative) and We reserve the right to take any or all of the following actions:
- attach a prominent notice of the threatening or abusive demands to to the page displaying your Content; or
- restrict, suspend or terminate Your access to all or any part of the Website; or
- deactivate or delete Your account; or
- publicise the threatening or abusive demands and associated correspondence to the page displaying your Content.
Complaint Form
1. Your contact details are:
- name .........................................................
- address .........................................................
- email .........................................................
- phone number (including area code) .........................................................
- ABN (if applicable) .........................................................
2. (Complainant) Details of the person/entity you are making complaint for:
- name .........................................................
- address .........................................................
- email .........................................................
- phone number (including area code) .........................................................
- ABN (if applicable) .........................................................
- Relationships to the Complainant .........................................................
3. I refer to the www.BuildAdvisor.com.au website and now make the following complaint about a consumer review on your website:
- the consumer who submitted the review is suspect or fake
- the building project reviewed is suspect or fake; or
- the builder or the work attributed to the builder is suspect or fake
- the consumer review contains statements or content that is defamatory or misleading; or
- the consumer review displays materials or content that infringes a third party’s intellectual property rights.
(delete those that are not applicable to your complaint)
4. The relevant review appears on the Website at ....
[please cut and paste the review page in which the offending review appears and the address of the relevant web page from the Website where the review appears].
5. I provide the following information in support of the complaint:
[please state why you have made the complaint giving all possible relevant details and information, including the Username of the review].
6. By making this complaint I declare to the best of my knowledge and belief that the information contained in this complaint is true and accurate.
Signed: .........................................................
Dated: .........................................................
and post or scan and email a signed and dated copy to:
BuildAdvisor Pty Ltd
Attention: Content Investigation
Level 11, 501 Swanston St
Melbourne, VIC 3000