Trust Framework

About Local Pages

Local Pages is a directory. A business lists itself, and a customer finds it.

• Book sends your request to the business's own Jade. The business accepts or declines it there, and Local Pages shows you the status it recorded.
• The work, the invoice and the payment are between you and the business. 27Gems takes no payment and no fee on a booking. The invoices and receipts the business issues for your booking appear in your booking view, and only you can see them.
• A place in the list is not for sale. The only paid thing is a sponsor's banner, shown apart from the list and labelled.

Code of Conduct

Every business on Local Pages agrees to three things:

1. Trade in good faith and respect.
2. Establish lasting trade relationships.
3. Recommend traders to your trusted connections.

A business that doesn't follow the Code of Conduct is removed from Local Pages, and its listing and the details in it are deleted.

The grades

Every card shows a grade, in words.

Stars

A rating comes from the answers customers give after an invoice, and is shown to one decimal, such as 4.7★. Five is full marks. When the average goes past 5.0 because of the extra answers, the excess shows beside it, such as 5.0★ +1.2.

• The rating is the average of answers from customers who signed in, over the last 12 months.
• Answers given without signing in make a separate figure, shown beside the rating in smaller type and words. It never changes the rating or the grade.
• Each figure shows only from 10 answers and at 3 stars and above, so a card never reveals one customer's answers.
• A card with no stars looks the same whether a business has no ratings or low ones. Every business stays listed.

How customers rate

1. 1

   Each Jade invoice carries its own QR code. The customer scans it.

2. 2
   They answer six questions:

   • Was there a delay?
   • Were they treated well?
   • Would they engage the business again (and pay more)?
   • Would they commit to a schedule?
   • Did they find it safe?
   • Would they add an extra rating?

   The pay-more answer and the extra rating can each add to the rating past 5.0.

3. 3

   Signing in takes only an email and makes the answers count in full. Answering without signing in is allowed and goes to the separate figure.

One invoice gives one rating. A business can't rate its own invoices while signed in.

What a business sees

Once 10 customers have rated it, a business sees aggregated and anonymised figures on how many:

• said it was punctual
• would engage it again
• would commit to a schedule
• gave it an additional rating

It also sees how customers feel about its prices. It never sees anyone's answers.

When a business decides whether to accept an order request, it sees how many invoices that customer paid on-time.

How the list is ordered

Local Pages lists the highest grade first, then stars, then A to Z. A place in that order is not for sale. A sponsor's banner is shown apart from the list and is labelled "Local Pages sponsor".

Reporting a business

If a customer says a business is potentially dangerous when rating it, they write why. A person at 27Gems reads every report.

If a dealing goes wrong

27Gems doesn't decide disputes between a customer and a business. Where they fit, these are the places to take one:

• Tribunal for Consumer Claims
• Small claims at the Magistrates' Court, on the Judiciary of Malaysia's site

Questions