Businesses Urged to Protect Privacy When Responding to Online Reviews
The Office of the Australian Information Commissioner (OAIC) has recently ruled against a real estate agency for breaching privacy laws while responding to a negative Google review. In the case ‘AQE’ and Noonan Real Estate Agency Pty Ltd [2024], the agency disclosed a tenant's personal information—full name, occupation, and financial details—without consent, violating Australian Privacy Principle 6 (APP 6), which governs the use and disclosure of personal information.
The determination serves as a stark reminder that revealing personal information to counter negative reviews is not only unnecessary but may also lead to regulatory action. The agency was ordered to issue a written apology, underlining the importance of ensuring all responses to criticism remain compliant with privacy laws.