What to Do If Your Agency Gets Hacked

Running an agency in today’s digital world means managing client data, campaigns, and sensitive information online. It should be a smooth operation, keep your business running, deliver client projects, and grow your brand. But here’s the catch, if your systems get hacked, that simple day-to-day can quickly turn into a costly and stressful disaster.

We’ve seen too many agency owners caught off guard. Data stolen, accounts compromised, and reputations damaged, sometimes because they didn’t know the risks, and sometimes because they didn’t have the right protections in place.

In this blog, we’ll guide you on what to do if your agency gets hacked.

1. Stay Calm and Assess the Situation 

The first step after discovering a hack is to remain calm. Panicking can lead to hasty decisions that worsen the situation. Take time to: 

• Identify what systems were affected 

• Determine if sensitive client data was compromised 

• Check for unusual activity in your emails, accounts, and server logs 

Document all findings - this record will be crucial for investigations, insurance claims, and potential legal action. 

2. Contain the Breach  

Once you understand the scope of the attack, act quickly to contain it: 

• Disconnect affected devices from your network 

• Change all passwords for internal systems and accounts 

• Disable compromised user accounts 

• Secure backups to prevent malware from spreading 

Prompt containment helps prevent further loss of data and limits operational disruption. 

3. Notify Your Team and Stakeholders

Transparency is key. Inform your team about the breach so they can take protective measures. Depending on the severity, you may also need to notify: 

• Clients whose data may have been exposed (and the Privacy Commissioner if the breach is an eligible data breach – see our previous webinar) 

• Your IT provider or cybersecurity partner 

• Regulatory bodies (If sensitive data was compromised – see our previous blog here) 

Timely communication can help maintain trust and reduce liability risks. 

4. Investigate the Hack

Conduct a thorough investigation to understand how the hack occurred. This step is essential for preventing future breaches. Consider: 

• Hiring a cybersecurity expert or forensic investigator 

• Reviewing server logs, emails, and access records 

• Identifying vulnerabilities exploited by hackers 

Understanding the attack vector helps you strengthen your defenses and ensures compliance with privacy regulations. 

5. Recover and Secure Your Systems 

After the investigation, focus on recovery: 

• Restore clean backups of your data 

• Patch any vulnerabilities in your systems 

• Update software and security protocols 

• Educate staff on security best practices 

Long-term protection is just as important as immediate recovery. Cybersecurity training and updated policies can prevent future incidents. 

6. Legal Considerations

A hack can have legal implications, especially if client data was exposed.  

You may need to: 

• Review contracts and data privacy obligations 

• Notify affected clients in compliance with laws like GDPR or local data privacy regulations 

• Consult a legal team experienced in cyber law 

Professional legal guidance ensures you meet compliance requirements and mitigates potential liabilities. 

Case Study 1: Containing a Client Data Breach

Scenario: A boutique real estate agency discovered suspicious activity in their CRM system. Sensitive client lists and campaign data were at risk, and the team didn’t have a clear response plan. 

Solution: The agency immediately isolated affected systems, secured backups, informed staff, and notified clients about potential exposure. They investigated the breach to identify vulnerabilities and strengthen security protocols. 

Outcome: 

• The breach was contained quickly. 

• No client data was permanently lost. 

• Client trust was maintained. 

• Stronger cybersecurity measures and staff training were implemented. 

Lesson: Calm, structured action and clear communication are critical when sensitive client data is at risk. 

Case Study 2: Recovering from a Ransomware Attack

Scenario: An agency was locked out of all files by ransomware, halting client campaigns and operations. Hackers demanded payment in cryptocurrency, leaving the team uncertain how to proceed. 

Solution: The agency quarantined infected systems, restored clean backups, trained staff on new security protocols, and informed clients transparently about the incident. 

Outcome: 

• Operations resumed quickly without paying the ransom. 

• Staff were better equipped to prevent future attacks. 

• Long-term cybersecurity protections were put in place. 

• Client trust and transparency were maintained. 

Lesson: Prepared backups, structured response, and transparent communication can turn a ransomware crisis into a controlled recovery. 

Key Takeaways 

• Stay Calm and Assess Quickly: Take a structured approach to identify affected systems, compromised data, and unusual activity before taking action. 

• Contain the Breach Immediately: Disconnect affected devices, reset passwords, disable compromised accounts, and secure backups to limit damage. 

• Communicate Transparently: Inform your team, clients, and IT partners as needed to maintain trust and reduce liability. 

• Investigate Thoroughly: Hire cybersecurity experts if necessary, review logs, and identify vulnerabilities to prevent future attacks. 

• Recover and Strengthen Systems: Restore clean backups, patch vulnerabilities, update security protocols, and train staff on best practices. 

• Understand Legal Obligations: Review contracts and privacy regulations, notify affected clients and regulators as required, and seek legal guidance to mitigate risks. 

• Prepare for the Future: Structured response plans, backups, and ongoing cybersecurity training help prevent future hacks and maintain client confidence. 

Next Steps

Worried about what to do if your agency gets hacked? Don’t wait until it’s too late. Our team at O*NO Legal specialises in privacy compliance and data-breach response planning for agencies, helping you prepare clear legal steps and protect client data.   

Book your free 10-minute call today to get expert guidance on breach-response plans, privacy obligations, and legal compliance so you can respond confidently and safeguard your agency. 

Frequently Asked Questions (FAQ)

• What should I do immediately after discovering a hack?

  Stay calm and assess the situation. Identify affected systems, check for compromised client data, and document unusual activity. Then contain the breach by disconnecting devices, changing passwords, and securing backups.

• Do I need to inform my clients if their data was exposed?

  Yes. Transparency is critical. Depending on the severity and applicable laws (like GDPR or local privacy regulations), you may be required to notify affected clients promptly to maintain trust and reduce legal risks.

• Should I pay a ransom if ransomware locks my systems?

  Paying ransom is generally discouraged, as it doesn’t guarantee data recovery and may encourage further attacks. Focus on restoring clean backups, quarantining affected systems, and strengthening security protocols.

• How can I prevent future hacks?

  Invest in cybersecurity training for your team, update software regularly, implement strong password policies, and create a clear breach response plan. Regular audits and legal compliance checks also reduce risks.

Jonathan Green – Partner, O*NO Legal

Jonathan Green is one of the Partners at O*NO Legal with a strong passion for both the real estate and legal industries. With over 15 years of experience, he has led his own firm, worked for a large national law firm, and served as Partner and Director of a busy Victorian real estate agency. As a Licensed Estate Agent, Jonathan understands the real-world challenges his clients face, having worked directly within the industry. After selling his real estate business in 2021, he returned to full-time legal practice, combining his expertise in law and real estate.

Jonathan specialises in commercial law, property transactions, developments, rent roll sales, and leasing and conveyancing matters. He holds a Bachelor of Laws from La Trobe University, a Bachelor of Arts from the University of Melbourne, and is a Graduate of the Australian Institute of Company Directors.

Boring legal stuff: This article is general information only and cannot be regarded as legal, financial or accounting advice as it does not take into account your personal circumstances. For tailored advice, please contact us. PS - congratulations if you have read this far, you must love legal disclaimers or are a sucker for punishment.