Alex is Sprintlaw's co-founder and principal lawyer. Alex previously worked at a top-tier firm as a lawyer specialising in technology and media contracts, and founded a digital agency which he sold in 2015.
Contents
Getting a bad review can feel personal - especially when you’ve poured time, money and energy into building your business.
But a bad review doesn’t have to define your brand.
Handled well, it can be a chance to show future customers how you respond under pressure, how you solve problems, and what kind of business you run. Handled poorly, it can escalate into a bigger reputational issue - and in some situations, a legal one.
Below, we’ll walk you through practical, small-business-friendly steps for dealing with a bad review in Australia, including when to respond, what to say (and what not to say), how to protect your reputation long-term, and what legal options you may have if a review crosses the line.
Why A Bad Review Matters (And When It’s Actually Helpful)
A bad review can impact your business in a few ways:
- Lost sales (especially if it’s recent or highly visible)
- Lower trust for first-time customers comparing options
- Staff morale if the review targets your team
- Ongoing reputational harm if it’s inaccurate or unfair and remains online
At the same time, having only five-star reviews can look unusual. Many customers expect to see some negative feedback, and what they often care about most is how you respond.
If you respond calmly, professionally, and with a solution-focused tone, a bad review can:
- demonstrate you take feedback seriously
- show you’re fair and reasonable
- reassure readers that problems are handled properly
The key is understanding the difference between:
- a genuine complaint (even if you disagree with it), and
- a review that’s misleading, false, or abusive (which may raise legal issues).
First Steps: What To Do Before You Reply
When you first see a bad review, it’s tempting to respond immediately - especially if you feel it’s unfair. In most cases, taking a short pause will lead to a better outcome.
1) Check Whether The Review Is A Complaint, A Mistake, Or Something More Serious
Read the review carefully and ask:
- Is the reviewer describing something that actually happened?
- Could this be a mix-up with another business?
- Are they exaggerating, or stating things as fact that aren’t true?
- Does the review include threats, harassment, discrimination or personal attacks?
- Does it mention private details (like staff names, medical info, addresses)?
This matters because your strategy will be different depending on what you’re dealing with.
2) Gather Your Records (Quietly)
Before replying, pull together anything relevant such as:
- invoices, receipts, booking confirmations
- email or messaging history
- photos, delivery tracking, job notes
- your refund, returns or cancellation policy (as published at the time)
Having the facts in front of you helps you respond accurately and reduces the risk of accidentally admitting something you don’t mean to.
3) Consider Whether You Can Resolve It Offline
Often the best outcome is to move the conversation away from the public comments section.
If you can identify the customer, it may be worth contacting them directly first to see if you can fix the issue - and then follow up publicly with a short, calm response that shows you tried to resolve it.
Just make sure you don’t pressure someone to remove a review in a way that could look inappropriate. Focus on solving the underlying problem.
How To Respond To A Bad Review (With Examples You Can Use)
A strong response to a bad review usually has three goals:
- acknowledge the customer’s experience (without necessarily agreeing)
- show professionalism and that you have a process
- invite resolution through an offline channel
You generally want to avoid a detailed public debate - because you’re not just writing to the reviewer, you’re writing to every future customer reading your reviews.
A Simple, Safe Structure
- Thank them (even if it’s hard)
- Say you’re sorry they had that experience
- State your intention to resolve it
- Invite contact via email or phone
Example Response: General Service Complaint
Option A (neutral and professional):
“Thanks for your feedback. We’re sorry to hear you were unhappy with your experience. We’d like to understand what happened and see if we can resolve this with you - please contact us at [email/phone] with your booking details.”
Example Response: You Can’t Find The Customer
This is common with anonymous accounts or vague reviews.
Option B (polite but firm):
“Thanks for your review. We take feedback seriously, but we’re unable to locate your booking/order based on the information provided. If you contact us at [email/phone] with the details, we’ll look into this promptly.”
Example Response: You Disagree With The Facts
Be careful here. Calling someone a liar publicly can escalate things quickly, and it may increase legal risk if the situation turns into a dispute.
Option C (correct without arguing):
“Thanks for taking the time to leave a review. We’re sorry you felt disappointed. Our records show [brief, non-sensitive correction]. We’d still like to discuss this with you and work towards a solution - please contact us at [email/phone].”
What Not To Do (Even If You’re Right)
- Don’t disclose personal information about the customer or their transaction beyond what’s necessary.
- Don’t accuse or threaten the reviewer publicly (for example, “we’ll sue you”).
- Don’t respond emotionally or use sarcasm.
- Don’t admit liability unless you’ve properly assessed the situation.
- Don’t create a “back and forth” thread - one solid response is often enough.
If your business has written terms (for example, booking terms, refund terms, or service limits), it’s much easier to respond consistently. Many small businesses use clear customer-facing terms like Business Terms to set expectations early and reduce disputes later.
Protecting Your Reputation Long-Term: Policies, Processes And Consistency
Responding to one bad review is important, but building a reputation strategy is even more valuable.
Make It Easy For Happy Customers To Leave Reviews
Most customers won’t leave a review unless prompted. A simple, non-pushy follow-up message after a successful job can increase positive feedback and reduce the impact of any single bad review.
Just be careful not to:
- offer incentives for reviews in a way that could breach platform rules
- pressure customers to remove negative reviews
Keep Your Customer Promises Clear (Especially Online)
If you sell online, customers often complain about things like delivery timeframes, refund expectations, subscription renewals, or what the product includes.
Clear website rules can help prevent complaints that turn into bad reviews. Depending on how you operate, that might include:
- Website Terms and Conditions (what customers can expect, what happens if something goes wrong)
- Privacy Policy (how you handle personal information and customer communications)
These documents won’t stop every complaint, but they help you run consistent processes and reduce misunderstandings - particularly when you need to respond to a bad review with confidence.
Train Staff On How Complaints Are Handled
If you have a team, make sure staff know:
- who responds to reviews (and who shouldn’t)
- how to escalate complaints internally
- what refunds/credits are permitted and who approves them
- how to document incidents or difficult customer interactions
This is part of good risk management and can also support you if a dispute escalates. Having proper Employment Contract documentation in place can also help set expectations around conduct, confidentiality and social media behaviour when staff are dealing with customers.
Stay On The Right Side Of Australian Consumer Law
Many bad reviews are really consumer law complaints in disguise - for example, allegations that goods were faulty or services were not provided with due care and skill.
Under the Australian Consumer Law (ACL), customers have certain guarantees that you can’t contract out of. If your advertising, refunds approach, or response to issues is inconsistent with consumer guarantees, it can quickly become a reputational (and legal) problem.
If your business offers warranties, or you’re unsure how “refund vs repair vs replacement” works in practice, it can help to understand how the ACL looks at product quality and remedies (including timeframes) such as those discussed in Australian Consumer Law warranty principles.
Can You Remove A Bad Review? Practical Takedown Options
Sometimes the best response is to request that the review be removed - especially if it is clearly false, abusive, or posted by someone who was never a customer.
In Australia, your options depend on the platform and the content of the review.
1) Use The Platform’s Reporting Tools
Most review platforms allow you to report content that breaches their terms (for example, harassment, threats, hate-based abuse, impersonation, or irrelevant content). If the review includes threats or discriminatory language, report it promptly.
It can help to keep your report concise and fact-based, and attach any evidence you have (where the platform allows it).
2) Ask The Reviewer To Update The Review (If Resolved)
If you’ve resolved the issue, you can invite the customer to update their review to reflect the outcome. Keep it friendly and optional.
For example:
“Thanks again for working through this with us. If you feel your concerns have been addressed, you’re welcome to update your review - but either way we appreciate the feedback.”
3) Be Careful With “Naming And Shaming” In Your Reply
It’s understandable to want to defend your business publicly. But avoid sharing identifying information or transaction details that could breach privacy obligations.
If your response includes personal information, the situation can flip - and you may become the party facing a complaint.
Legal Options If A Bad Review Crosses The Line
Not every bad review is actionable. People are generally allowed to express opinions, even if they’re harsh. But there are times when a review can become a legal issue - particularly if it contains false statements of fact, is posted maliciously, or is part of a broader campaign against your business.
Common legal issues that can arise include:
Misleading Or Deceptive Conduct
In some situations, the law around misleading or deceptive conduct may be relevant - but this usually depends on whether the person posting the review is engaging in conduct “in trade or commerce” (for example, a competitor posting fake reviews, or a business using reviews as part of a commercial campaign).
While this area can be complex, it’s worth understanding the general concept of misleading or deceptive conduct and how it can apply in business-to-business or consumer contexts.
Defamation
Defamation laws can apply when someone publishes material that harms your reputation. A bad review may raise defamation concerns if it makes false claims presented as facts (not just opinions), and those claims damage your business reputation.
This is a highly technical area, and the best approach depends on:
- exactly what was said
- whether it’s presented as fact or opinion
- whether you can show harm
- who posted it and why
Because defamation risk can cut both ways (including risks in how you respond), it’s usually wise to get legal advice before sending threats or publishing an aggressive reply. Defamation laws (and the practical steps to take) can also vary depending on the circumstances and where the publication occurred.
Harassment, Threats Or Unlawful Content
If the review includes threats, targeted harassment, or other potentially unlawful content, you may have options beyond a platform report - including formal legal letters and other steps depending on the severity and context.
Keep screenshots, URLs, timestamps and any linked accounts. If you need to show a pattern of conduct, documentation is important.
When A Formal Letter Might Help
If the review is clearly false and damaging, a formal approach can sometimes resolve the issue without court action.
For example, a well-drafted cease and desist letter may request removal, correction, and an end to further publication, while clearly setting out the legal concerns.
What matters is strategy and tone. The goal is usually to get the content removed quickly, with minimal escalation.
Keep In Mind: Your Own Response Can Create Legal Risk
A common trap is responding to a bad review by:
- making accusations that you can’t prove
- publishing private customer details
- threatening legal action in a way that escalates conflict
Even when you’re frustrated, your response is still “business communication” and should be treated like any other public statement your brand makes.
Key Takeaways
- A bad review is frustrating, but a calm and professional response can actually strengthen customer trust and protect your reputation.
- Before replying, take a moment to assess the situation, gather records, and consider whether the issue can be resolved privately.
- Use a simple response structure: acknowledge, stay professional, offer a resolution path, and avoid public arguments or personal information.
- Long-term reputation protection is easier when your customer expectations are clear, including documented terms and website policies.
- You can often report and request removal of reviews that breach platform rules, especially where there are threats, harassment, discrimination or impersonation.
- If a review is false and damaging, legal options may be available (including formal letters), but it’s important to get advice before escalating or responding aggressively.
This article is general information only and does not constitute legal advice. If you’d like advice tailored to your situation, you should speak with a lawyer.
If you’d like help responding to a bad review or understanding your legal options to protect your business reputation, you can reach us at 1800 730 617 or team@sprintlaw.com.au for a free, no-obligations chat.
