The short version
Match the review to a specific rule, then report it. The review platform decides, against its own policy. Start by saving the link and a dated screenshot, then get a free plan for your situation.
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Get the steps, letters and official forms for your situation.
Check it against Google’s policies
Fake engagement, conflicts of interest, off-topic content, harassment and personal information are the main grounds. A real customer’s fair criticism usually stays up.
Report and keep a record
Report it with a short factual note and keep a screenshot. If it’s turned down, you can usually appeal once with clearer evidence.
Reply calmly
Thank them, state one fact, and offer a way to talk it through. Future customers read replies.
Know the consumer law limits
Fake reviews, paying for reviews and hiding negative reviews can breach the Australian Consumer Law. Getting more honest reviews, without incentives, is the long-term fix.
Defamation is a lawyer question
If a review is false and seriously harmful, get legal advice soon. In Australia most businesses with 10 or more employees can’t sue for defamation.
Questions
Can I make Google remove a bad review?
No one can make Google remove a review. You can report one that breaks a policy, and Google decides.
Is it OK to ask customers for reviews?
Yes, as long as you ask everyone fairly and don’t offer anything in return or only ask happy customers.
Can anyone guarantee a result?
No. Publishers, platforms and Google make their own decisions. Be wary of anyone who promises a removal or a ranking for money.
Fix My Name Online is a self-service tool, not a law firm, and this isn’t legal advice. Publishers, platforms and search engines make their own decisions; no one can promise a result. Need a lawyer?