Off-Topic and Wrong-Business Google Review Assistance
Google expects reviews to describe a real experience with the business being reviewed. Reviews about a different business, a political issue, a news story or someone's personal opinions on unrelated matters can fall under Google's off-topic rules. Mistaken identity is especially common in Australia, where many businesses share names or sit side by side in strips and centres. Evelon Digital assesses these reviews and documents why they don't belong on your profile.
Not sure if a review qualifies? Try the free Google review eligibility checker.
What off-topic means
A review is off-topic when it isn't about the customer experience at the business reviewed. Examples include a review complaining about council parking, commentary on a public figure, or a rant about an industry in general. Mistaken-identity reviews are a related problem: the reviewer had a real experience, but with a different business.
Common situations
- Two businesses with similar names in different suburbs, with customers reviewing the wrong one.
- Neighbouring tenants in a shopping centre confused with each other.
- Reviews about government policy, local planning or public events.
- Reviews meant for a booking platform, delivery app or third-party supplier.
- Commentary about the business owner's personal views or social media rather than the service.
Possible policy concerns
Google's off-topic and irrelevant content policies are the main ones here. A mistaken-identity review may also be treated as not reflecting a genuine experience with your business. Each case depends on how clearly the review shows it is about something else.
Evidence that may be useful
- The name, address and Google listing of the business the reviewer likely meant.
- Details in the review that don't apply to you, such as products, staff names, location or prices.
- Records showing no matching customer.
- For third-party issues, confirmation that the platform or supplier was not part of your service.
How we handle off-topic reviews
We compare the review's details with your business and identify the most likely real subject. The report explains the mismatch clearly. For mistaken identity, a polite public reply pointing the reviewer to the right business can also help while the report is considered.
New and older reviews
Off-topic reviews remain off-topic however old they are. Older mistaken-identity reviews are often easier to show, because the other business may since have changed its name or moved.
Several reviews meant for someone else
If a similarly named business keeps attracting reviews meant for you, or the other way round, tell us how many reviews and their ages. We assess them together.
Other negative Google reviews we handle
Each review is assessed on its own content and evidence. A possible policy breach does not guarantee removal — Google makes the final decision.
- Fake and fabricated reviews
Reviews describing a visit, purchase or job that never happened.
- Unfair one-star reviews
Low ratings with no text, or a rating that doesn't match the experience described.
- Competitor reviews
Ratings that appear to come from a rival business or people connected to one.
- Former employee and contractor reviews
Reviews about employment, pay or a contract dispute rather than a customer experience.
- Conflict of interest reviews
Reviews from people with a personal or commercial stake in harming the business.
- Reviews from unidentified customers
Reviewers you cannot match to any booking, invoice or record.
- Abusive or threatening reviews
Harassment, slurs, threats or personal attacks on named staff.
- False and misleading allegations
Claims of illegality, fraud or unsafe practice that records contradict.
- Personal or commercial dispute reviews
Reviews posted as leverage in a dispute, debt or falling-out.
- Spam and promotional reviews
Links, advertising, repeated text or content unrelated to a real experience.
- Duplicate and coordinated reviews
Clusters of similar reviews posted in a short window, often from new accounts.
- Old negative reviews
Reviews 28 days old or more that still affect enquiries today.
- Recently posted negative reviews
Reviews under 28 days old, where acting early helps preserve evidence.
- Previously rejected removal requests
Reviews Google declined to remove after a first report.
- Reviews that have returned
Reviews that disappeared and were later reinstated.
How Evelon Digital's process works
- 1
Send the review details
Use the free assessment form or call 1300 182 204. Tell us how many reviews, whether each is new (under 28 days) or older, and add the links if you have them.
- 2
Receive your private pricing
Pricing is emailed privately straight after the enquiry. Nothing is charged at this stage.
- 3
Reply to approve
If you are happy to proceed, reply to the email. We then check every link and confirm the case.
- 4
Assessment and reporting
We match each review to Google's published content policies, prepare the supporting material and lodge the report through the appropriate channels.
- 5
Pay after the agreed work
No upfront removal payment. We notify you when the agreed work is completed and email the invoice. Google makes the final decision on every report.
Industries assisted
Related guides
Frequently asked questions
A customer reviewed us instead of the café next door. Can that be removed?
Is a political comment in a review off-topic?
Should we reply to a wrong-business review?
Do you guarantee removal?
Do I need the link?
Get a Free Review Assessment
Tell us how many reviews and whether each is new or older. Links are optional — you can send them later. Your private pricing arrives by email straight away.