Japan doctors sue Google Maps over unfair reviews in first such class action

In a first-of-its-kind class-action lawsuit, 60 Japanese doctors are suing Google accusing its Google Maps over negative reviews about their clinics.

The doctors are seeking a total of 1.4 million yen ($9,000) in damages, arguing that Google should be held responsible for failing to address these reviews.

The doctors sued the company on Thursday (Apr 18), saying they are powerless to reply to, or refute, reputation-damaging reviews because of their obligation to patient confidentiality.

"People who are posting online can say anything anonymously, even if it is insult or verbal abuse", one of the doctors told reporters.

"It's like I'm a punching bag", he said under condition of anonymity.

In this landmark case for Japan, the 60 doctors are suing Google at the Tokyo District Court.

Lawyer Yuichi Nakazawa, who is representing the doctors, said of the difficulty of removing such reviews despite their ease of posting.

He argued that it creates a stressful work environment for doctors, who fear receiving 'horrible reviews.'

"This can lead to doctors doing their job under the constant fear of receiving horrible reviews", the lawyer said.

The plaintiffs argue that the current system on Google Maps prioritises a professional, illness-centered approach over patient satisfaction and addressing their concerns.

If this situation remains unaddressed, doctors may find themselves cautious to be firm and refuse medically unnecessary examinations or medicines requested by patients," Nakazawa warned.

That ultimately does society a disservice, he argued.

According to the complaint, Google Maps is so widely used in Japan that it serves as infrastructure for daily life.

So Google should be able to identify the shortcomings to medical businesses if unfair reviews are left unaddressed, the plaintiffs argued.

Google said it is making efforts to reduce incorrect and misleading content on Google Maps, as per a report in AFP.

"With grouping of human operators and computers, we are protecting the profile of companies around the clock, and removing unjust reviews", Google said.

(With inputs from agencies)