Most companies can't sue
Under Australia's uniform defamation laws, corporations generally can't sue for defamation. The exceptions are not-for-profits and small companies with fewer than 10 employees that aren't related to another company. Individuals, including the owner named in a review, keep their own right to sue.
Why most bad reviews aren't defamation
- Honest opinion is generally protected. "Rude and overpriced" is an opinion.
- True statements are a defence.
- There's a serious harm threshold. A small business has to show serious financial loss, not just hurt feelings.
- Legal action is slow and expensive, and suing a reviewer often brings more attention to the review.
When it might be
A review that states false facts, like accusing you of a crime or of something you can prove never happened, is different from a harsh opinion. That's when it's worth getting proper legal advice from a defamation lawyer.
What to do first
- Check whether the review breaks Google's content policy, and report it if it does.
- Reply calmly and factually. Future customers read your reply more than the review.
- Keep records: dates, screenshots, job records.
- If it makes serious false claims and is costing you work, get legal advice.
Don't threaten reviewers
Threatening a customer over a review often backfires publicly, and businesses that pressure customers to remove reviews can create their own problems under consumer law. Keep it calm and keep it on the record.
Don't want to chase reviews yourself? Our review management asks every customer at the right moment, with your direct link, and replies to what comes in.