How the G-DEFENCE process works

Every case follows the same four steps, from a free assessment to aftercare once a review has been removed. You stay informed throughout and never need to contact the reviewer.

Updated 2026-10-11

1. Free assessment

Send us the link to your Google Business Profile and tell us which review or reviews concern you. We reply within 24 hours. We look at what the review actually says, whether the reviewer appears to have been a customer, and whether the content breaches Google’s policies or may be unlawful under Australian law.

If a review is genuine criticism or honest opinion, we tell you so. Those reviews are lawful, and challenging them wastes your time. Our guide on whether a one-star review can be removed explains the distinction.

2. Case analysis

For each review with potential grounds, we work out the strongest basis for a complaint. Typical grounds include:

• Breaches of Google’s policies, such as fake engagement, conflicts of interest, off-topic content, harassment or personal information
• False statements of fact that may be defamatory (see online defamation)
• Reviews that may be misleading under the Australian Consumer Law, for example reviews posted by competitors
• Disclosure of personal information (see privacy and online reviews)

We may ask you for supporting information, such as booking or customer records showing whether the reviewer was ever a customer. Our guide to evidence for review complaints explains what helps.

3. Written complaint through Google’s official channels

We prepare an individual written complaint for each review and lodge it through the appropriate Google channel, whether a policy report or a legal removal request. We follow the case through and respond to any request from Google for further information.

4. Removal, invoice and aftercare

When a review is removed, we confirm it with you and only then issue an invoice under our success-based pricing. We continue to monitor your profile. If the same unlawful review reappears, we act again at no extra cost.

How long it takes

The initial assessment reply comes within 24 hours. After that, timing depends on the evidence and on how quickly Google processes the complaint. See how long Google review removal takes for the factors involved.

Discretion

You never need to contact the reviewer, and the process does not involve public replies on your profile. Information you share with us is handled as set out in our privacy policy.