TRUSTe Frequently Asked Questions

How can I get TRUSTe online privacy services for my Web site?

What are the TRUSTe seals and how do they differ from each other?

What do I need to submit to TRUSTe to begin the review and approval process?

My site may already fulfill the requirements for the privacy program I want to join. How can I find out for sure?

What if I don't have a privacy statement?

If I apply for TRUSTe Professional Privacy, how long will it take TRUSTe to certify my site?

Do I need to post more than one kind of privacy statement on my site?

How does TRUSTe handle privacy disputes that a consumer has with TRUSTe-licensed sites?

Does TRUSTe cover the privacy practices of third parties with whom you may share personally identifiable information?

My Web site isn't live yet. Can TRUSTe approve sites that have not yet been publically launched?

Q: How can I get TRUSTe online privacy services for my Web site?
A: Visit the TRUSTe Certification Center  to create an account and start the approval process. You can also visit the TRUSTe Seals Comparison page to get an idea of which privacy programs and seals best fit your business model . If you have any questions, contact a TRUSTe representative.

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Q: What are the TRUSTe seals and how do they differ from each other?
A: TRUSTe has two main privacy seals that your site can display:

• The TRUSTe Verified Web Privacy Seal is for e-commerce sites that we review and approve as compliant with TRUSTe web privacy standards.
• The TRUSTe Certified Web Privacy Seal is for any Web site that we similarly review and approve.

TRUSTe can also award other seals to your site based on specific privacy practices, including:

• EU-Safe Harbor Seal
• Trusted Download Seal
• Email Privacy Seal
• Children's Privacy Seal

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Q: What do I need to submit to TRUSTe to begin the review and approval process?
A: Both new and renewing clients must send us:

• The current online privacy statement for your site (if you have one)
• A completed Master Services Agreement
• A completed self-assessment form that TRUSTe provides
• Payment for the specific TRUSTe privacy service program you want

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Q: My site may already fulfill the requirements for the privacy program I want to join. How can I find out for sure?
A: First, you should read our requirements for our various privacy programs. After you complete your application, a TRUSTe representative will contact you about the specifics of the review process for your site.

Q. What if I don't have a privacy statement?
A: No problem. With both of TRUSTe's privacy service options, you can create a compliant online privacy statement that applies to your business model. Depending on which program you choose, you'll either use an online privacy statement template, the TRUSTe Privacy Policy Generator, and/or the expertise of a TRUSTe representative to create your statement.

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Q. If I apply for TRUSTe Professional Privacy, how long will it take TRUSTe to certify my site?
A: It depends on how complex your Web site is and how you currently handle online privacy. You can shorten the certification process greatly by submitting complete, accurate, and thorough application materials and responding quickly to TRUSTe communications. We can certify very diligent organizations in as little as three weeks once they've submitted their applications. Contact us at privacyseals@truste.com or (415) 520-3417 to prevent delays in handling your application.

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Q: Do I need to post more than one kind of privacy statement on my site?
A: You may have to. Each Web site should determine the best means of displaying an online privacy statement. If your site has both a children's area and a general audience area, you may need to show two different privacy statements to describe the different privacy practices. If you have a co-branded Web site, you may have distinct privacy statements that represent the two companies on the site. If you have downloadable software, you may need to show a separate privacy statement that reflects the practices of the software.

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Q: How does TRUSTe handle privacy disputes that a consumer has with TRUSTe-licensed sites?
A: TRUSTe requires the consumer to contact the Web site first to resolve the issue. If the consumer doesn't receive a satisfactory resolution, they can file a complaint with the TRUSTe Watchdog Dispute Resolution program, through which we serve as the liaison to resolve the issue with the TRUSTe client. For additional information, please review the Watchdog procedures.

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Q: Does TRUSTe cover the privacy practices of third parties with whom you may share personally identifiable information?
A: No. TRUSTe only covers the information collected and shared by our clients. We do not monitor the uses of that information by the business partners of our clients.

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Q: My Web site isn't live yet. Can TRUSTe approve sites that have not yet been publically launched?
A: No. We can review non-launched sites if they're complete and if there will be no changes to data-collection policies. But we can only approve sites and award TRUSTe privacy seals after they have gone live.

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How can I put TRUSTe online privacy services to work for my company?

What services can my company access as a TRUSTe client?

My company's Web site changes often throughout the year. How does TRUSTe help it stay in compliance with online privacy requirements?

What do I need to submit to TRUSTe in order to start the review and approval process?

My company may already fulfill the requirements for the privacy program we want to join. How can I find out for sure?

How long will it take TRUSTe to certify my company's site?

Do I need to post more than one kind of privacy statement on my site?

How does TRUSTe handle privacy disputes that a consumer has with TRUSTe-licensed sites?

Does TRUSTe cover the privacy practices of third parties with whom my company may share personally identifiable information?

Where can I find out which programs are right for my company?

How can I access my account information online?

 

Q: How can I put TRUSTe online privacy services to work for my company?
A: Contact a TRUSTe representative in order to create a TRUSTe account for your company and start the site review and approval process. You can also visit the TRUSTe Enterprise Services page to learn which privacy programs and seals best fit your business model.

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Q: What services can my company access as a TRUSTe client?
A: You get full consultation with our experts on your online privacy policy and practices, backed by the TRUSTe Web Privacy Seal. You can also opt to access TRUSTe Site Reputation Services, through which you're provided continual site and privacy policy scans for accuracy and scalability with your business.

TRUSTe can also award other seals to your company site based on specific privacy practices, including:

• EU-Safe Harbor Seal
• Trusted Download Seal
• Email Privacy Seal
• Children's Privacy Seal
• Online Behavioral Advertising
• Service Provider Certification
• Mobile Sites Technologies
• Social Networking Technologies

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Q: My company's Web site changes often throughout the year. How does TRUSTe help it stay in compliance with online privacy requirements?
A: Our approach to ensuring compliance is two-pronged. Our dedicated client-services managers provide proactive outreach to ensure that all privacy best practices are met. We also provide automated scanning (frequency varies with site characteristics) that checks for key changes to online practices that impact privacy.

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Q: What do I need to submit to TRUSTe in order to start the review and approval process?
A: Both new and renewing clients must send us:

• The current privacy statement for your site
• A completed Master Services Agreement
• A completed self-assessment form that TRUSTe provides
• Payment for the specific TRUSTe privacy service program you want

Back to top

Q: My site may already fulfill the requirements for the privacy seals I want to display. How can I find out for sure?
A: First, you should read our requirements for TRUSTe privacy programs. After you complete your application, a TRUSTe representative will contact you about the specifics of the review process for your site.

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Q: How long will it take TRUSTe to certify my company's site?
A: It depends on both how complex your sites are and how you currently handle online privacy. You can shorten the certification process greatly by submitting complete, accurate, and thorough application materials and responding quickly to TRUSTe communications. After application, we can certify very responsive organizations in as little as three weeks. Contact us at privacyseals@truste.com or (415) 520-3417 to prevent delays in handling your application.

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Q: Do I need to post more than one kind of privacy statement on my site?
A: You may have to. Each company should determine the best means of displaying an online privacy statement. If your site has both a children's area and a general audience area, you may need to show two different privacy statements to describe the different privacy practices. If you have a co-branded Web site, you may have distinct privacy statements that represent the two companies on the site. If you have downloadable software, you may need to show a separate privacy statement that reflects the practices of the software.

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Q: How does TRUSTe handle privacy disputes that a consumer has with TRUSTe-licensed sites?
A: TRUSTe requires the consumer to contact the Web site first to resolve the issue. If the consumer doesn't receive a satisfactory resolution, they can file a complaint with the TRUSTe Watchdog Dispute Resolution program, through which we serve as the liaison to resolve the issue with the TRUSTe client. For additional information, please review the Watchdog procedures.

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Q: Does TRUSTe cover the privacy practices of third parties with whom my company may share personally identifiable information?
A: No. TRUSTe only covers the information collected and shared by our clients. We do not monitor the uses of that information by the business partners of our clients.

Q: Where can I find out which programs are right for my company?
A: Visit the Enterprise Services page and use the Program Finder to see which programs can benefit your company based on your needs and practices.

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Q: How can I access my account information online?
A: The TRUSTe Services Manager portal is a benefit for our Enterprise clients. The TSM portal is TRUSTe’s online destination for all items related to your account.

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What does TRUSTe do for consumers like me?

How do I know that a site has been approved by TRUSTe?

To what kind of requirements does TRUSTe hold its clients?

My online privacy may have been violated by a Web site that belongs to a TRUSTe client. What can I do?

Do I have to pass on my information to file a Watchdog complaint?

What could result from my Watchdog complaint?

What else does TRUSTe offer consumers?

Q: What does TRUSTe do for consumers like me?
A: TRUSTe builds online trust between Web sites and consumers. Companies that display the TRUSTe seal are serious about keeping your personal identification private. We work with consumers in three ways:

• We make sure that Web sites show you their privacy and email policies clearly.
  TRUSTe only awards our privacy seals to Web sites that give you proper notice of its privacy practices. We also make sure that our privacy standards meet state and federal laws and exceed industry norms.
• We monitor the privacy practices of all sites that display our privacy seals.
  We make sure that certified organizations uphold the standards they've agreed to keep with you. We also consult with companies when they change or introduce new online services so they're not violating the terms of their sealholder agreement.
• We help consumers like you resolve privacy disputes with TRUSTe clients.
  TRUSTe's Watchdog Dispute Resolution service allows consumers like you to file privacy-related complaints against a sealholder. We then work with both parties to make sure that all disputes are resolved.

Q: How do I know that a site has been approved by TRUSTe?A: You can do this in one of two ways:

• Look for the TRUSTe privacy seal on the Web site's privacy policy; you can usually find a link to the policy at the bottom of a site's front page. Clicking the seal should take you to the TRUSTe validation page.
• Search for the site on our Trusted Site directory. If the Web site isn't listed there, it's probably not a TRUSTe client.

Q: To what kind of requirements does TRUSTe hold its clients?
A: We hold the Web sites that we approve to a variety of strict requirements depending on the type of privacy seals they display. To find out more, read this overview of TRUSTe Privacy Program Requirements.

Q: My online privacy may have been violated by a Web site that belongs to a TRUSTe client. What can I do?
A: You should first contact the TRUSTe client to try to resolve the dispute. If you don't get a satisfactory response, you can file a complaint online with the TRUSTe Watchdog Dispute Resolution Program. After TRUSTe determines that the complaint is eligible for the program, we will help you and the TRUSTe client resolve your dispute. Learn more.

Q: Do I have to pass on my information to file a Watchdog complaint?
You have to submit a limited amount of your information in order to file. But you do have the choice to prevent your personal information from being passed on to the company against which you file a complaint. TRUSTe will keep your personal information confidential on your request, but doing so may hinder our ability to fully resolve the complaint.

Learn more about the Watchdog Dispute Resolution process.

Q: What could result from my Watchdog complaint?
A: Among other results, the following may occur:

• You can ask to have information corrected, modified, or deleted as appropriate. TRUSTe will decide the appropriate action based upon the facts of the situation.
• TRUSTe may require the company to change its privacy policy or practices.
• If the company refuses to comply with a TRUSTe decision, we may referred it to the appropriate authorities, remove it from our Trusted Site directory, or subject it to legal action.

TRUSTe cannot require the site to pay monetary damages or provide relief that would require the site to violate law or legal obligations.

Q: What else does TRUSTe offer consumers?
A: We also offer a set of tips for protecting your online privacy, with information on updating your software, configuring your browser, and using email addresses, login IDs and passwards to keep safe. Learn more.