Approximately 60 doctors in Japan have filed a class-action lawsuit against Google Maps, claiming that the platform has ignored negative reviews of their clinics.
This lawsuit is believed to be the first of its kind. The doctors are collectively seeking 1.4 million yen ($9,000) in damages from Google, aiming to hold the American tech company accountable for its inaction regarding these reviews.
They filed the lawsuit on Thursday, stating that they are unable to respond to or dispute damaging reviews due to their obligation to patient confidentiality. One of the doctors involved in the lawsuit expressed frustration, stating that individuals can anonymously post anything online, including slander or verbal abuse. He described the situation as feeling like a “punching bag.”
The case at Tokyo District Court is believed to be the first class-action lawsuit in Japan to target a platform over negative online reviews, a lawyer for the plaintiffs said. “Despite the ease with which they are posted, it has become extremely difficult to get the reviews taken down,” lawyer Yuichi Nakazawa told AFP.
“This can lead to doctors doing their job under the constant fear of receiving horrible reviews”, he said.
Google stated that it is working to reduce inaccurate and misleading content on Google Maps
The complaint filed by the plaintiffs stated that many medical institutions prioritize professional treatment of illnesses over satisfying patients.
“Clinics that give patients only a perfunctory diagnosis and prescribe medicines as requested would be inappropriate medically, but highly appreciated by patients,” it said.
The nature of the job can also sometimes leave doctors susceptible to ad hominem online attacks by patients holding a grudge, plaintiffs argued.
If the situation remains unaddressed, doctors “may find themselves hesitant to be firm and refuse medically unnecessary examinations or medicines requested by patients,” Nakazawa warned.
According to the complaint, Google Maps is so popular in Japan that it is considered “infrastructure” for daily life.
Google should be able to “easily recognize” the disadvantages to medical businesses if unjust reviews go unresolved, it added
The plaintiffs recognized that Google removes certain Maps reviews under its guidelines, but the criteria for removal remain ambiguous.
In response, Google stated that it is working to reduce inaccurate and misleading content on Google Maps. The company mentioned that it uses a combination of human operators and technology to protect company profiles and remove unjust reviews.