Ratings and Reviews

Why has Yellow Pages® introduced Ratings & Reviews?

Displaying Ratings and Reviews on your Business Profile Page, allows businesses and customers to gather more information about, and gain a better understanding of, each other. Ratings and Reviews can help customers make better, informed decisions as to the exact business or service they require; while businesses can have much greater exposure on the web.  Reviews on your Business Profile Page will also enable word of mouth to work as a powerful advertising tool for Yellow Pages® business users, potentially leading to more business lead opportunities.

How do I reply to a negative review left for my business?

You don’t have to be a paid advertiser to respond to a review. If you are a paid advertiser you can register for access through the Yellow Pages® customer centre. Creating an account through Customer Centre will not only let you respond to reviews but also edit your ads, measure your performance and manage your bills. If your business has a free listing on Yellow Pages® for security purposes we will need to verify that you are the authorised representative for that business, once verified your account will allow you to respond to reviews.

If you would like to respond to a review that has been left for your business, navigate to your businesses profile page, underneath each individual review there will be an “advertiser response” link, click this link and you can either login if you have an existing account or register.

For more information, please read our helpful article on 'How to respond to negative reviews'.

If you have any trouble registering you can contact Customer Care on 1800 359 321.

If I get a negative review, can I remove it?

We accept both positive and negative reviews, however request that they be authentic and helpful.  Remember not every business will get good reviews all the time. The best way to deal with negative reviews is to respond quickly and turn a negative into a positive. If appropriate, apologise for their experience, and address the issue. By doing this, people are likely to see a visible demonstration of how much you care about your customers satisfaction through your response and actions.

We will remove reviews that are both flagged as inappropriate and, in our opinion, contravene our Review Guidelines. This includes reviews that contain inappropriate content in contravention of the guidelines (such as unlawful content), reviews that appear to be fake or bias, or have been solicited using payments. If as an advertiser you believe that the review contravenes our guidelines, they should click the link next to each review 'Flag as inappropriate', login and provide details in the form describing why the review should be taken down.

The Review Guidelines (as well as the Yellow Pages® Ratings and Reviews terms) are published on the Yellow Pages® site.

Can I write reviews myself?

Yes, business owners are welcome to write reviews on other businesses and to respond to reviews of their own services. A business owner or employee should not write reviews for the business they work for.  If you do, it could be interpreted as false and misleading.  With all reviews we require users to login to write reviews in an effort to keep reviewers honest.

You can use your Facebook account to easily log in to Yellow Pages®, and you will be required to authorise Yellow Pages® to access your basic details i.e. your email address and your location details the first time you log in. We’ll use your location details in the future to optimise your search experience. We only use Facebook as a means to allow users to login to the Yellow Pages® site with ease and will not post details to your wall and we don’t share these details with anyone.

Will I get notified of a new review when someone posts it?

No, you will need to look on your Yellow Pages® Business Profile Page to see the reviews written about your business. However, notification tools and other business user features are planned for the next phase of development for the Reviews section; we appreciate your patience in the interim.