Review Guidelines

My Caring Guide helps Australians find trustworthy allied health and home care providers. Fair, honest reviews are central to our platform. By submitting a review you agree to these guidelines. Reviews that do not comply may be edited, withheld from publication, or removed.

Who can leave a review

Reviews must come from people with direct, genuine experience of the provider. Eligible reviewers include:

• Current or former clients of the provider
• Family members, carers, or support persons acting on behalf of a client

The following are not permitted to review a provider:

• Employees, contractors, or owners of that provider
• Competitors — including employees or owners of a competing provider
• Anyone who has received, or has been offered, an incentive to post a review

Submitting a review on behalf of someone else without their knowledge or consent is not permitted.

What to write about

Focus on your genuine, first-hand service experience. Useful reviews typically cover:

• Communication, responsiveness, and professionalism
• Punctuality and reliability
• Quality of the booking and administration process
• Accessibility and ease of contacting the provider
• Value for money (without disclosing exact fees)
• How well the provider met your individual needs

What not to include

• Medical outcomes or clinical content— focus on the service experience, not diagnoses, treatments, or clinical results. This protects both your privacy and the provider’s.
• Personal information — do not include names, contact details, or any information that could identify another person, including individual staff members.
• Health information about third parties — under the Privacy Act 1988 (Cth), health information is sensitive personal information. Do not include health details about anyone other than yourself.
• Defamatory or misleading statements— stick to facts and your personal experience. Unverified allegations, exaggerated claims, or statements intended to damage a provider’s reputation without factual basis are not permitted.
• Offensive, discriminatory, or threatening language — including language that targets a person or group based on race, gender, disability, religion, sexual orientation, or any other protected attribute.
• Spam, promotional content, or fake reviews — the Australian Consumer Law prohibits the publication of misleading reviews. My Caring Guide complies with ACCC guidance on review platforms and does not post, solicit, or facilitate fake reviews.
• Exact pricing or fee schedules — these change and may mislead other users.

Review rules

• Reviews must be at least 20 characters long
• Reviews should reflect a genuine and reasonably recent experience with the provider
• All reviews are moderated before publication
• Flagged content is reviewed within 48 hours by our moderation team
• Providers may respond to reviews — responses are also moderated
• If your review is not published or is removed, you will be notified by email with a brief reason

Reporting a review

If you believe a review violates these guidelines, use the “Report” button on the review. Select a reason (defamation, privacy concern, spam, inappropriate content, or other) and our moderation team will investigate. Reports are confidential.

Provider responses and disputes

Providers may post a public response to any review. Responses must meet the same standards as reviews — they must be factual, professional, and must not include personal information about the reviewer.

Providers can formally dispute a review through our dispute flow. All disputes are logged and resolved by our moderation team with a full audit trail. Once a dispute is resolved, both the provider and the reviewer are notified of the outcome. A disputed review remains published during the investigation unless it contains content that requires immediate removal (for example, personal information or defamatory material).

Serious safety concerns

My Caring Guide is not a complaints or reporting body. If your review relates to a serious safety incident, or potential abuse or neglect, we encourage you to also report it to the relevant authority:

• NDIS providers — NDIS Quality and Safeguards Commission: 1800 035 544 or ndiscommission.gov.au
• Aged care providers — Aged Care Quality and Safety Commission: 1800 951 822 or agedcarequality.gov.au
• Allied health practitioners — the relevant AHPRA-registered board via ahpra.gov.au

Questions

If you have a question about these guidelines or a moderation decision, contact us at support@mycaringguide.com.