someone paid to write the review who has not used the product.According to the law, reviews may mislead consumers if they are presented as impartial, but were written by: In Australia, businesses and review platforms that do not remove reviews that they know to be fake risk breaching the Competition and Consumer Act 2010 (CCA). You can report reviews to Google or Facebook if you think it does not abide by their policies, but there is no guarantee it will be removed and it may take the platforms some time to respond. It is also an opportunity to turn a negative into a positive by demonstrating how seriously and professionally you take customer feedback and reviews. Remember your customers will be looking at your response.” “While it might be hard, do not get defensive, and don’t make it personal. “It is important that this is done a professional and considered way,” Mr Lamont said. The review might have been mistakenly directed, so it also provides an opportunity for the reviewer to remove or amend their review. If it is a blatantly false review, responding in a comprehensive and public way corrects the record. If a business receives such a review, one of the first steps the owner should take is to respond to it. “Anyone can leave a review for a business on Facebook or Google, whether or not they have even used the business, and they can hide their identity,” Mr Lamont said. “While it’s great that customers can easily share their honest opinions about the services they receive, it also opens up businesses to the threat of malicious and deliberately misleading reviews,” Mr Lamont said. NSW Small Business Commissioner Chris Lamont says as more small businesses move online, misleading or fake reviews were an increasing frustration, but there were strategies to address them.
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