Japanese Doctors Sue Google Over Negative Anonymous Reviews

In an unprecedented move, around 60 Japanese doctors have filed a class-action lawsuit against Google Maps, seeking 1.4 million yen ($9,000) in total damages. The doctors allege that Google has ignored vitriolic anonymous reviews of their clinics, which they are unable to respond to due to patient confidentiality obligations.

The lawsuit, believed to be the first of its kind in Japan targeting a platform over negative online reviews, argues that the inability to refute reputation-damaging reviews can lead doctors to hesitate in providing necessary but unpopular medical care. The doctors claim that the anonymous nature of the reviews and the difficulty in getting them removed has led to a situation where they constantly fear receiving "horrible reviews."

One of the plaintiffs, a doctor from Saitama Prefecture, stated, "We are constantly afraid of receiving horrible reviews. It's not just about the money, but the fact that we can't even defend ourselves against these anonymous attacks."

The doctors argue that Google should be able to easily recognize the disadvantages to medical businesses if unfair reviews are left unaddressed. They contend that the current system on Google Maps prioritizes patient satisfaction over a professional, illness-centered approach, and that unaddressed negative reviews can ultimately do a disservice to society.

Why this matters: The lawsuit highlights the challenges faced by medical professionals in dealing with negative online reviews while upholding patient confidentiality. It also raises questions about the responsibilities of tech platforms in moderating user-generated content and the potential impact on businesses and society.

Google has acknowledged efforts to reduce inaccurate and misleading content on Google Maps, stating that it uses a combination of human operators and computers to protect company profiles and remove unjust reviews. However, the plaintiffs claim that the criteria for review removal is opaque and "few" reviews are actually deleted.

The Tokyo District Court will hear the case, which is expected to set a precedent for future disputes involving online reviews and the obligations of tech giants like Google. The doctors are seeking not only monetary compensation but also greater transparency and accountability from the platform.

Key Takeaways

• 60 Japanese doctors sue Google Maps for ignoring negative anonymous reviews of their clinics.
• Doctors seek $9,000 in damages, arguing reviews damage reputations and prevent necessary care.
• Lawsuit claims Google's review removal criteria is opaque, leading to few reviews being deleted.
• Doctors seek greater transparency and accountability from Google in moderating online reviews.
• Tokyo court case expected to set precedent on tech platforms' responsibilities for user-generated content.