Defamatory Google Reviews: Part 2
Defamatory Google Review: Part 2 As we explored in Defamation & Google reviews: Part 1, positive Google reviews are important to most small to medium sized businesses in Australia. They demonstrate to a potential client that your business provides quality goods and services and can be trusted. It is for that reason that when a negative Google review is received, it can have both negative and disastrous consequences on a small business. Even one review can result in a measurable and noticeable decline in both client inquiries, and consequential revenue. If you believe you have received a Google review which is fake or incorrect and it is having, or could have, a negative effect on your business, it is important you act as soon as possible. What to do if you have received a defamatory or negative google review The First Step The first step is to take photographs or screenshots of the Google review you have concerns about, and where possible, obtain copies of the URL where it can be accessed. This is the type of evidence you will require if you wish to send a notice to the publisher requesting that they remove the Google review, such as a concerns notice; or if you need the assistance of a third party (such as Google themselves), this information will be of assistance in directing them to the place where the Google review has been published. The Second Step Do not respond to the review in a manner that indicates that the person who left the review is lying, is a liar, or that indicates that you are angry with the review. It is best to leave the issue of the review to a later date, after you have first attempted to discuss the publisher’s concerns and attempted to resolve the issue. The Third Step The third step is to either reach out with the person who published the review and to see if you can negotiate with them a resolution with them which resolves the issue, and hopefully, their removal of the Google review or alternatively, that they update it to reflect the outcome and a more positive experience. Unfortunately, however, this may not always be the case, especially when they are a fake, or anonymous, Google review – we will write about those particular types of Google reviews in further detail separately. The Fourth Step If you have attempted to reach out to the person who left the negative Google review and they have not responded, or the negotiations did not result in the desired outcome, you may wish to consider taking legal action against them. This is the step where you will usually require legal advice to send a strongly worded letter or concerns notice to the other person, informing them that they Google review is defamatory, and that if they don’t remove it and take other remedial actions (such as paying compensation), that you will take further legal action, including filing a claim with a court. The Fifth Step If all else fails, that is, if you have tried your best to negotiate, and after those negotiations and discussions fell through, the publisher of the Google review has not adequately complied with your demands within a legal letter or concerns notice, you can then obtain legal advice about commencing a claim in Court. In our experience, this usually has a more forceful effect than steps 1 to 4 above, because there are real and substantial consequences for the publisher of a defamatory Google review at court. Consequences of publishing a defamatory Google review can include significant damage awards, the legal costs of the innocent person (usually the plaintiff) and, if all of those costs cannot be paid, potential bankruptcy for the publisher of a defamatory or negative Google review. How Allen Law can help you If you are the owner of a small or medium sized business in Australia, and your business has a social media or online presence, there is a likelihood that, no matter how hard you try, and no matter how good your services or goods are, it is inevitable that someone will always complain, and that complaint, in the age of modern technology, is usually made in a public forum and online. We have years of experience in representing and advising small to medium sized businesses of public reputation protection and the legal mechanisms and avenues open to them to pursue publishers of negative and defamatory Google reviews, including how to obtain the details of an anonymous publisher of fake reviews. We have successfully obtained for our clients: If you have received a negative or defamatory Google review, we are here to help, and we are competitive on price. Get in touch today. Email: enquiries@allenlawyers.com.au Phone: (03) 7020 6563 Whatsapp: 0429 070 261 Disclaimer: This article is for informational purposes only and does not constitute legal advice. You should not rely on this as a substitute for advice from a qualified lawyer. Every case is different, and the law may change. Consult Allen Law for a detailed analysis of your case tailored to your particular set of circumstances.
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