Episode 70

Is the Review System Rigged?

Listen now on: spotify

Watch now on: youtube

We sit down with Dwayn Lithgow — former Army veteran, cyber security professional and now owner of Banksia Seafood and Grill — to examine a growing issue in the Australian hospitality industry: the accountability gap within the online review system.

After rebuilding his restaurant using data, AI and rigorous performance metrics, Dwayn encountered something he couldn’t control — damaging Google and TripAdvisor reviews, refund-linked review threats, and factually incorrect claims framed as “opinions.”

We unpack review-based extortion tactics, the burden of proof placed on small business operators, the mental health impact on hospitality teams, and why regulators such as the eSafety Commissioner and the ACCC offer limited recourse.

Dwayn outlines practical reform — reviewer verification, statements of truth, and clearer complaint pathways — not to silence criticism, but to introduce fairness.

if restaurants are accountable, should review platforms be too?