The Interface app currently has two-way ratings (Caller rates Expert and Expert rates Caller). These accumulated ratings are not used in Expert search rankings and prioritizing callers at present. Now that the Expert search engine is active, we will incorporate Ratings when determining Expert rankings and call routing.
You may want some kind of appeal process. If this becomes a significant part of someone's income the rating system has to be reliable. Or generate the scores on a mean rather than average basis. Creators have to feel like unfair reviews aren't going to take food off the table.