Omnibus

OMNIBUS Directive – How we verify customer feedback?

Our team of employees and associates (hereafter referred to as the ‘Team’) takes the utmost care to ensure that the feedback left by customers is accurate and reflects a true assessment of the services provided under the Kangu Self Storage brand. To this end:

• we use a third-party provider such as Google; Google provides extensive procedures for testing the authenticity of opinions and their compliance with the highest standards of this corporation,
• if the Team identifies any doubts as to the authenticity or legitimacy of an opinion posted on Google about Kangu Self Storage, an action is taken in accordance with Google’s procedures, as described e.g. here: https://support.google.com/contributionpolicy/answer/7400114;
• we do not take any unfair action by soliciting the opinions of entities (i.e. legal persons, natural persons and organisational units without legal personality and to which the applicable legislation confers legal capacity) that have not used our services;
• in the case of inauthentic or unsubstantiated opinions, we first carry out an internal investigation, assess whether the situation described in the opinion took place, and if so, in which branch and which customer is affected; if these circumstances are established, we attempt to contact the client and resolve the situation amicably, including ascertaining the basis for the placement of such an opinion; often, customers change their assessment of Kangu Self Storage after further clarification of the given situation;
• in extreme cases, it may happen that the case of verification will be based on a judicial determination of the validity and legality of an assessment posted on the Internet; in such cases, in the first instance the assessment is made by the Team, followed by a consultation with our Legal Department; once a full dossier has been compiled, the case is forwarded to those authorised to decide on further steps.

This information has its source in recital 47 of Directive (EU) 2019/2161 of the European Parliament and of the Council of 27 November 2019 amending Council Directive 93/13/EEC and Directives 98/6/EC, 2005/29/EC and 2011/83/EU of the European Parliament and of the Council with regard to better enforcement and modernisation of EU consumer protection rules (text with EEA relevance) (OJ EU. L 2019 No. 328, item 7).