What Clients Look for in a Privacy Policy (And What It Says About Your Business)
- Jackie Atchison
- 4 days ago
- 2 min read
Intro
We’ve all seen “Privacy Policy” links at the bottom of websites—but when your clients click yours, what are they actually thinking?
This post flips the script and looks at privacy policies from your client’s perspective—what rights they have, what builds trust, and how a privacy policy can become a useful tool if they’re not getting answers elsewhere.
Why It Matters
Service businesses often think of privacy policies as a legal must-have. But clients see them differently. They look for practical, real-world info: what data you’re collecting, how you’re using it, and what they can do if something feels off.
For clients who feel like they’re being ignored or given the run-around, a privacy policy can be a powerful reference point. It’s not just a document—it’s part of their toolkit for pushing back.
What You Need to Know
Clients Have Rights Under the Privacy Act
Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, individuals have the right to:
Access the personal information a business holds about them
Request corrections to that information if it’s out of date, incomplete or inaccurate
Understand how their data is used, stored, and disclosed
Complain if they believe their privacy rights have been breached
Your privacy policy should clearly explain these rights—and how someone can exercise them.
It’s a Reference Point for Escalation
If a client isn’t getting answers from your team or has concerns about how their data has been used, they may turn to your privacy policy as a next step. A clear, accessible policy gives them:
The right contact details to follow up
A written record of what your business promised
The ability to hold you accountable to your own standards
| Worth Knowing: I’ve helped resolve disputes where the client used the privacy policy as leverage—because it gave them a clear path when communication had broken down.
What Clients Expect to See
What data is collected and why
Whether it’s shared with others (like cloud software, contractors, or marketing platforms)
How long data is kept
How to request access or correction
Who to contact for privacy concerns
Clients aren’t expecting perfection—but they do expect clarity and transparency.
Commercial Insight
Your privacy policy isn’t just a legal safeguard—it’s a credibility tool. A well-written policy shows clients:
You respect their data and their rights
You’re organised and professional
You’ve thought about their experience—not just your liability
Especially in service businesses where clients trust you with personal or sensitive info, this matters.
What to Do Next to Review your Privacy Policy
Read your privacy policy from a client’s perspective—does it explain their rights?
Check that it includes contact details and a plain-English explanation of data use
Be transparent about cloud-based platforms and offshore storage if used
Make sure clients can actually follow the steps you outline
It’s not about covering yourself—it’s about communicating clearly.
Closing Wrap
Privacy policies are often overlooked—but they matter to clients more than you think. I help service businesses write privacy policies that are clear, useful, and client-friendly—so when someone needs to use it, it holds up. If your policy hasn’t been reviewed in a while, now’s a good time.
