Reviews and ratings policy
Version 2026-08-27
MSP Pie is operated by Left Leads Pty Ltd (ABN 27 653 931 107), trading as MSP Pie.
About this policy
This policy explains how reviews work on MSP Pie: who can leave one, how we moderate them, how ratings are calculated, and how a business can reply to or dispute a review.
It applies to everyone who uses MSP Pie and forms part of our terms of use (opens in a new tab) and terms for providers (opens in a new tab).
Reviews are written by users. They are the opinion and account of the person who wrote them. We moderate reviews before they are published, but we don't independently investigate the events described, and publishing a review isn't a finding by us that it's accurate.
Who can leave a review
You can leave a review of a provider if you've engaged them, or dealt with them directly about engaging them. That includes work that didn't come through MSP Pie.
Reviews reach us two ways: from buyers we introduced to a provider, and from a provider's own customers, including testimonials a provider passes on to us.
You can't leave a review if you own the business, work for it, are connected with it, or are a competitor.
Reviews can be left on any listing in our directory, including listings for businesses that don't have an MSP Pie account.
We don't pay for reviews
We don't pay for reviews and we don't accept paid reviews.
Providers may ask their customers for reviews. Providers must not offer money, discounts, gifts or anything else in exchange for a review, on MSP Pie or anywhere else, and must not select who they ask based on how satisfied that customer is.
Where we find review manipulation we remove the affected reviews, and we may suspend or remove the listing.
What a review must contain
Your own genuine experience, honestly described, about the provider's services.
A review must not contain:
- statements of fact you know or suspect to be untrue;
- allegations of criminal conduct, fraud or dishonesty, unless established;
- personal information about an identifiable individual, including staff names;
- abuse, threats, discriminatory content or profanity;
- confidential or commercially sensitive information;
- advertising, links or referral content;
- content that infringes someone else's rights.
How your review appears
We publish the name you give us with your review. We don't publish your email address or phone number.
If you'd rather not be identified in full, ask us and we'll show your first name and last initial instead. We still need your real contact details so we can verify the review and contact you if it's disputed.
How ratings work
A provider's rating is the average of their published reviews.
We don't display a rating until a provider has at least 3 published reviews. Reviews removed under this policy don't count towards a rating.
Right of reply
Businesses with an MSP Pie account have the right to publicly respond to any review of them.
A reply appears alongside the review and is moderated on the same terms. Don't include personal information about the reviewer, or details of your dealings with them beyond what's needed to respond.
If your business doesn't have an MSP Pie account, you can ask us to remove the listing — its reviews are removed with it — or submit a correction request about a specific review. Contact us at /contact (opens in a new tab).
Moderation
We moderate reviews to keep them fair and useful.
We'll remove a review, or ask the reviewer to amend it, if it:
- contains a material inaccuracy;
- is defamatory, or we reasonably consider it may be;
- isn't based on a genuine experience of that provider;
- is from a competitor, a connected person, or was incentivised;
- contains personal information about an identifiable individual;
- is abusive, discriminatory or otherwise unlawful;
- relates to a different business;
- otherwise breaches this policy.
We don't remove a review simply because it's critical or unfavourable.
We may ask for evidence supporting a moderation request, such as invoices, contracts or job records showing what work was actually performed.
Disputing a review
Any business can ask us to moderate a review of it. So can anyone else affected by one.
Report a review at /contact (opens in a new tab) or through the report link on the review. Tell us which review it is and which of the grounds above applies.
We acknowledge reports within 2 business days and decide within 5 business days. Where a review is reported as defamatory or as containing a serious inaccuracy, we may unpublish it while we assess it.
We aim to act reasonably and impartially, and we'll tell both the business and the reviewer what we decide. If we don't remove the review, we'll explain why, and the business can still reply to it publicly.
Removing a listing
If a business asks us to remove its listing entirely, the reviews on it are removed with it. See our terms for providers (opens in a new tab).
Changes to this policy
We may update this policy. The current version and its date are published at the top of this page. For providers with an account, we'll give 30 days' notice before a change takes effect.
Contact
hello@msppie.com Left Leads Pty Ltd (ABN 27 653 931 107) trading as MSP Pie, 360 Collins Street, Melbourne VIC 3000