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Reviews help customers choose and build trust — but only if they are authentic. With a transparent review policy, you show that your reviews are genuine and treated fairly. Fake reviews or sweeping criticism under the rug are not only bad for your reputation but also legally risky.
Reviews must be genuine
Reviews provide potential customers with insight into your products and services and help them make an informed choice. That value stands or falls with authenticity: customers must be able to trust that the feedback is genuine. As soon as reviews are fake or manipulated, trust disappears — and you break the rules.
Fake reviews are prohibited
Posting false or purchased reviews, or having reviews written by people who have not used your product, is a misleading trade practice and is prohibited. Displaying only positive reviews and concealing or removing justified criticism can also be misleading. The regulator (ACM) takes action against this.
Be transparent about your review policy
Clearly explain how you handle reviews: how you collect them, whether you verify that the reviewer was a genuine customer, and how you moderate them. Indicate that you display both positive and negative reviews. If you post reviews on your own site, you must be able to substantiate that they are authentic.
Dealing with negative reviews
You must tolerate a negative, honest review; you may not simply remove it. Instead, respond professionally and offer a solution where possible. Only unlawful reviews—demonstrably untrue, defamatory, or fake—can be removed. This way, you keep your review policy fair and credible.
Frequently Asked Questions
Am I allowed to post fake reviews?
No. False or purchased reviews are a misleading trade practice and are prohibited; the ACM takes action against this.
May I remove negative reviews?
Do not accept honest criticism. You may only have unlawful reviews (untrue, defamatory, or fake) removed. Respond to justified criticism professionally.
Should I be transparent about my reviews?
Yes. Make it clear how you collect and moderate reviews and that they are authentic; also show negative reviews.
Is your review policy legally in order?
Our legal experts review your review policy and communications and draft your terms and conditions . View our marketing and advertising lawteam or schedule a free consultation.
