How Real411 Built a Three-Reviewer Consensus System to Fight Digital Harm in SA

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Real411 is a South African civic platform that allows citizens to report digital harms such as misinformation, hate speech, and online harassment. Each complaint is independently assessed by three reviewers before a secretariat member issues a final public verdict, ensuring transparency and fairness. To maintain a full audit trail, the system uses an append-only status log rather than a single mutable status column, recording every state transition as a new database row. The platform tracks seventeen distinct status codes across a complaint's lifecycle, from initial receipt through escalation to final resolution. An escalation timer was also added to alert the secretariat when complaints stall due to insufficient reviewer availability.

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