Can you remove a fake Google review in Australia?

This article is general information only. It is not legal advice. If you believe a review is defamatory, consult a qualified Australian lawyer.

Can you remove a fake Google review in Australia?

Yes, but only through Google's official process and only if the review violates their policies. You cannot remove a genuine negative review from a real customer, even if you disagree with what they said.

Google allows you to flag reviews that breach their content policies. If Google agrees the review violates a policy, they will remove it. If they decide it does not, the review stays — regardless of how unfair it feels.

The ACCC makes clear that creating or arranging fake reviews is against Australian law. But enforcement is separate from Google's platform-level dispute process.

What types of Google reviews violate their policies?

Google's Maps content policies prohibit several types of reviews. A review may be eligible for dispute if it is:

1. Fake — the reviewer was never a customer of your business
2. Conflict of interest — posted by a competitor, disgruntled employee, or someone with a personal relationship to a rival business
3. Off-topic — does not describe a genuine experience with your business
4. Defamatory — contains false statements of fact that damage your reputation
5. Spam or duplicate — the same content posted multiple times or clearly automated
6. Offensive or abusive — contains threats, hate speech, or obscenity

Genuine negative reviews from real customers — even harsh or unfair-sounding ones — generally do not violate Google's policies.

How do you report a fake review to Google?

Google provides a step-by-step process for reporting policy-violating reviews:

1. Open your Google Business Profile
2. Find the review you want to report
3. Click the three-dot menu next to the review
4. Select "Report review"
5. Choose the reason that best matches the violation
6. Submit your report

Before you report, assess the review honestly. Was this person actually a customer? Does the review describe a real experience? If the answer is yes to both, the review probably does not violate Google's policies — even if you think it is unfair.

How long does Google take to review a report?

Google typically takes 5–14 business days to respond to a review report. They assess the flagged review against their content policies and decide whether to remove it.

Some reports take longer, especially if the violation is not clear-cut. There is no way to speed up the process. Google does not disclose the details of their review decisions.

If the wait is frustrating, use the time productively — respond to the review professionally and keep earning genuine reviews from your current customers.

What if Google declines your report?

If Google decides the review does not violate their policies, you can request an appeal through the Google Business Profile support page. When you appeal:

1. Explain clearly which specific policy the review breaches
2. Provide any evidence you have — for example, that the reviewer was never a customer or is a known competitor
3. Be specific and factual rather than emotional

Some disputes take multiple rounds of appeal. Google makes the final decision on every case, and there is no external escalation path within the platform.

Should you respond to a fake review while waiting?

Yes. Respond to the review professionally while your dispute is pending. A calm, factual response shows potential customers that you handle problems well.

A good response:

1. Acknowledges the feedback without being defensive
2. States the facts briefly if the review contains inaccuracies
3. Invites the reviewer to contact you directly to resolve the issue
4. Does not reveal private details about the customer or transaction

An unanswered negative review — fake or genuine — looks worse than one with a professional response.

Can you take legal action over a fake Google review in Australia?

In some cases, yes. Publishing false statements of fact that damage someone's reputation may constitute defamation under Australian state and territory laws. Your options may include:

1. A concerns notice to the reviewer (required before commencing proceedings in most jurisdictions)
2. An application to Google for removal on legal grounds
3. Court proceedings as a last resort

Legal action is expensive and slow. For most businesses, the official dispute process combined with a strong review profile is the more practical approach. The ACCC's guidance on online reviews covers the broader regulatory framework for businesses dealing with fake reviews.

What should you never do about a bad Google review?

Several actions will make things worse:

1. Do not offer incentives for review removal. Asking someone to remove a review in exchange for a refund or discount violates Google's policies.
2. Do not post fake positive reviews to counterbalance the negative. This also violates Google's policies and the ACCC's guidance on fake reviews.
3. Do not use third-party services that promise guaranteed removal. Many operate outside Google's official channels and their results are unreliable.
4. Do not ignore it. An unanswered negative review looks worse than one with a professional response.

How do you prevent fake reviews from hurting your business long-term?

The most effective long-term strategy is earning more genuine reviews from real customers. A single fake one-star review matters far less when you have 50 genuine five-star reviews.

1. Send review invitations to all customers after every job — not just the satisfied ones
2. Respond to every review, positive and negative, within 24 hours
3. Make leaving a review easy — a direct link in a follow-up text or email works well

Google's own guidance on getting more reviews recommends reminding customers that reviews are helpful and making the process straightforward.

This article is general information about Google's review policies and dispute processes. It is not legal advice. For advice about your specific situation, consult a qualified Australian lawyer.