Selectively editing reviews or testimonials has the potential to break the law, and may result in “strong enforcement action” according to the Australian Health Practitioner Regulation Agency (AHPRA).
The AHPRA and National Boards recently updated a testimonial tool on the AHPRA website, which aims to help advertisers understand what reviews can and can’t be published.
AHPRA has stated that selectively editing reviews or testimonials has the potential to be false, misleading or deceptive and, therefore, be unlawful. For example it is inherently misleading to:
• Edit a review that is negative to make it positive, as this falsely presents the feedback
• Edit a review that has a mix of negative and positive comments so that the published review only has positive comments, as this falsely implies that the reviewer only had positive feedback, or
• Edit a review so that it no longer accurately reflects all the reviewer’s feedback and presents an inaccurate or false impression of the reviewer’s views.
Reviews influence consumer choice about their healthcare so advertisers must make sure reviews are genuine and not misleading. Advertisers’ moderation guidelines about publishing reviews must comply with the National Law1 and the Australian Consumer Law.
AHPRA CEO Martin Fletcher said, “If advertisers edit reviews or testimonials there is a high risk that the edited reviews will become misleading or deceptive. Only publishing complete and unedited reviews that are not testimonials will help advertisers to avoid breaching the National Law.
“This is because reviews that don’t refer to the clinical aspects of care are not considered testimonials and, therefore, may be allowed. But even if the review doesn’t breach the ban on using testimonials to advertise, the advertiser may be breaking the law on misleading and deceptive advertising if the review is misleading because it has been edited or does not reflect all the feedback received.”
Mr. Fletcher encouraged all advertisers of regulated health services to consider the use of reviews very carefully and to make sure they meet their obligations under the National Law as well as the Australian Consumer Law.
“Given the significant potential for consumers to be misled, we will consider strong enforcement action where advertisers don’t meet their obligations,” he said.
The updated testimonial tool is available in the Advertising resources section on the AHPRA website.