Maintaining confidentiality when responding to public reviews
In today’s digital age, it is increasingly common for clients to share their experiences with service providers through online reviews on platforms such as Google, Facebook, and other public forums.
Good reviews can boost an adviser’s reputation, and critical ones can help them improve. But Licensed Immigration Advisers (LIAs) must take care when replying to reviews.
We want to remind all advisers that confidentiality and privacy obligations still apply, even in public or informal settings. A well-meaning reply that accidentally reveals personal or case-specific information can breach both the Code of Conduct and the Privacy Act 2020.
Confidentiality is not just a regulatory requirement—it is the foundation of the trust between an adviser and their client. Clients must feel confident that the information they share will be protected. This trust helps advisers to gather the full and accurate details needed to provide effective immigration advice.
Under clause 4 of the Code of Conduct, all information that advisers receive during their professional relationship belongs to the client. It must not be used or disclosed for any other purpose unless the client has given informed consent or the disclosure is otherwise permitted by law.
Under clause 1 of the Code of Conduct, Advisers must be honest, professional, diligent and respectful and conduct themselves with due care and in a timely manner.
When replying to online reviews, advisers must make sure their responses:
- Do not include any personal information about the client, such as names, visa types, case outcomes, or timelines.
- Avoid confirming whether the reviewer was a client, unless the client has already made that information public and consented to its use.
- Remain professional and respectful, even in the face of negative or unfair feedback.
Maintaining confidentiality is not only a legal and ethical obligation—it reflects your professionalism and respect for your clients. In an era where online engagement is more and more common, Licensed Immigration Advisers must be careful when dealing with the public. By upholding the principles of confidentiality and privacy, advisers protect their clients, their reputations, and the integrity of the profession.