Criticism of companies via social media and digital platforms: an alternative route to justice for consumers?
Author
Véronique ParentOrganization
Option consommateursPublished
2023Summary
A common consumer practice these days involves consulting online review platforms when facing a buying decision or to share a personal experience or opinion. But what happens if a company believes an online review is malicious or defamatory?Option Consommateurs noted that in recent years, there has been an increase in the number of defamation lawsuits brought against consumers who have used digital platforms to criticize their products or services. There are two fundamental issues at play in this situation, the consumer’s right to freedom of expression and the company’s right to protect its reputation.
This report informs consumers about the risks associated with online reviews and helps define the guidelines within which they are allowed to express their opinions about a company. Additionally, the report provides an overview of the rights and remedies that exist in consumer law, and alternative methods of settling disputes if a defamation suit is brought against a company.
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This research received funding support through the Office of Consumer Affairs' Contributions Program.
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Source: Consumer Policy Research Database