About Trusted Rw

1. Who We Are

Trusted Rw is a Kigali-based platform where people in Rwanda share their experiences with the companies and institutions they deal with, and where those organisations hear what their customers think. It started in 2024 and works in English and Kinyarwanda.

Our aim is simple: before you pay a deposit, sign a contract or queue at a counter, you should be able to see how a company has treated the people who went before you.

2. What We Do

• Public reviews: Customers rate and review the companies they deal with, so the next customer can decide with real experiences in front of them.
• Verified companies: A company earns the verified badge only after its registration and licences have been checked.
• Trust Score: Every company carries a score from 0 to 100 that sums up how it treats its customers.
• Private feedback: Banks, hospitals, hotels, schools and public offices collect feedback through QR codes, surveys and campaigns, and act on it before a small problem becomes a public complaint.

3. How Verification Works

Before a company is shown as verified, we check three things:

• Registration: The company is registered with the Rwanda Development Board, with a valid registration number and status.
• Sector licence: The company holds the licence its industry requires, from regulators such as RURA or the National Bank of Rwanda.
• Good standing: The company has no outstanding regulatory violations, sanctions or disciplinary actions.

The full process is described in How We Verify Companies.

4. How a Trust Score Is Built

A Trust Score combines six factors: verification status, regulatory compliance, review sentiment and volume, complaint resolution, responsiveness to customers, and consistency over time.

Scores move as soon as a review is added, a complaint is resolved or a verification status changes, and every score is refreshed at least once every 24 hours. See Trust Score Explained.

5. Who We Serve

• Customers choosing where to spend their money and time
• Businesses and service providers of every size
• Banks, telecoms, hospitals, hotels and other regulated sectors
• Public institutions that serve citizens every day
• Professionals building a career in customer service

6. For Customers

• Cost: Reading reviews, checking a company and writing a review are all free.
• Writing a review: Sign in, find the company and say what happened in your own words. It takes about a minute.
• Checking a company: Look for the verified badge and the Trust Score on its page, then read what other customers say. See How to Check if a Company Is Legit.
• Your rights: Our Consumer Rights guide explains what to expect from a company in Rwanda and what to do when something goes wrong.

7. For Companies and Institutions

Any company can claim its page to answer reviews, keep its details correct and show customers it is listening. Paid plans add the tools institutions use to hear from customers privately:

• A company page with the verified badge and Trust Score
• Public replies to every review
• QR codes and surveys for private customer feedback
• Review campaigns, polls and custom feedback links
• One dashboard with analytics across all of it

What is not on offer

• Better reviews: Paying for a plan or for advertising does not buy positive reviews, a higher rating or a better place in search.
• Hidden advertising: Anything paid for is labelled as sponsored.
• Special rules: Reviews are moderated against our published Community Guidelines, and the same rules apply to every company, whatever it pays.

8. Our Wider Work

Two initiatives by Trusted Rw work on raising the standard of service in Rwanda:

• Institute of Service Excellence (ise.rw): Certifies service professionals in Rwanda at three levels, from frontline officers to managers. Trusted Rw issues the certificates, and any employer can check one online.
• Rwanda Service Excellence Forum (rsef.rw): A national forum for the people responsible for how services are delivered in Rwanda, built around working sessions on real problems.

9. Company Details

10. Contact Us

For questions about a review, a plan or a partnership, use our contact page, write to info@trusted.rw or message us on WhatsApp. Account holders can also reach us through the Help Center.