Online Reputation and Review Management in Australia
More genuine reviews, professional responses and early warning when your reputation is at risk, all within ACCC and platform rules.
Last reviewed October 2026 by the Folio Manager team
What is online reputation management?
Online reputation management is the process of earning, monitoring and responding to customer reviews and mentions of your business. Folio Manager automates review requests after each job or sale, drafts responses for your approval, flags negative feedback early, reports policy-breaking reviews to the platform and shows your best reviews on your website, without fake or incentivised reviews.
Why it matters for your business
Most customers read reviews before they choose a local business, and many will not call one with a low rating or no recent reviews. Reviews also shape where you appear: Google uses review quantity, quality and recency as signals for local rankings, and AI assistants summarise what customers say about you when recommending businesses. A few unanswered negative reviews can cost you work, while a steady stream of genuine positive reviews compounds into a real competitive advantage.
Who this is for
Australian businesses where trust drives the decision, including trades, health practices, hospitality, real estate, automotive and professional services.
Our approach
We make asking for reviews part of your normal process, with timed SMS and email requests after a completed job or purchase. Every review gets a timely, professional response that you approve. Unhappy customers are given an easy way to reach you directly so issues can be resolved, but we never gate or suppress reviews, buy reviews or offer incentives that would breach platform rules or the Australian Consumer Law. We monitor Google, Facebook and key industry sites so you hear about problems quickly.
What's included
Automated review requests
Timed SMS and email requests sent after a job or purchase, connected to your CRM or job management system.
Review responses
Professional, personalised response drafts for every review, posted after your approval.
Monitoring and alerts
Alerts for new reviews and mentions on Google, Facebook and industry sites so you can act quickly.
Policy-breaking review reporting
Reporting fake, spam and conflict-of-interest reviews through official channels, with advice on next steps.
Review showcase
Displaying genuine reviews on your website with appropriate schema markup to build trust.
Reputation reporting
Monthly reporting on review volume, average rating, response time and sentiment trends.
How it works behind the scenes
Review requests are triggered from your CRM, booking or job management system through integrations or automation tools. We use review monitoring tools and platform notifications, and response drafts can be prepared with AI assistance and are always reviewed by a person before posting.
- Google Business Profile
- GoHighLevel
- HubSpot
- Zapier
- Make
How we work, step by step
- 01
Reputation audit
We review your ratings, recent reviews, response history and competitors.
- 02
Set up requests
We connect review requests to your systems and write the messages.
- 03
Respond and monitor
We draft responses, set up alerts and handle reporting of policy-breaking reviews.
- 04
Showcase and report
We display reviews on your website and report on progress monthly.
How it compares
| Area | Without a process | With reputation management |
|---|---|---|
| Review volume | Occasional, unpredictable | Steady flow of recent reviews |
| Responses | Many reviews unanswered | Every review answered professionally |
| Negative feedback | Discovered too late | Alerts and fast follow-up |
| Compliance | Risky shortcuts | Within ACCC and platform rules |
Reputation Management: frequently asked questions
Talk to us about Reputation Management
Book a free, no-obligation consultation with our Brisbane-based team. We will review where you are today and map out the next steps in plain English.