Hamilton's cybersecurity breach disrupts dozens of services as city scrambles to respond

As Hamilton continues to grapple with a days-long cybersecurity incident that's disrupted multiple city services, council received a confidential, hours-long update from staff on Wednesday.

When the mayor and councillors emerged from the session that was closed to the public, they deferred most other items to a later date due to the "extraordinary circumstances," said Mayor Andrea Horwath. 

Those deferrals include a final vote on a controversial decision to not build affordable housing on a Stoney Creek parking lot, as well as committee meetings this week.

City Hall was without internet due to the breach and in the council chamber, a clerk read printed motions out loud and councillors voted by raising their hands. 

Potential privacy breach reported, city says

Staff have not publicly said what exactly caused the breach, the nature of the incident, or if personal information has been accessed. 

City manager Marnie Cluckie told CBC Hamilton on Tuesday she can't provide details as it's a "sensitive" and ongoing situation, but said that cybersecurity experts have been working to resolve it since Sunday.

She said the city had "engaged" police. Ontario Provincial Police declined to comment, instead directing CBC Hamilton to contact Hamilton police. 

Hamilton police spokesperson Jackie Penman said the city hasn't engaged them in "any investigative capacity nor have they requested our assistance." 

The RCMP said it also isn't involved. 

The city told CBC Hamilton it had notified the Information and Privacy Commissioner of Ontario (IPCO) — the provincial oversight body — of a potential "privacy breach" on Tuesday.

A privacy breach occurs when "personal information is stolen or lost or is collected, used or disclosed without authority," according to the IPC's website.

Residents worried about accessing necessary services

The disruption has impacted the work of a range of workers in the city, from public library staff to bus drivers, as departments scramble to adjust without the use of some digital technology.

The incident has affected residents, too, including some who have been left with questions about the scope of the impact.

Abby Miller and her partner receive social assistance and were seeking confirmation for days that the city would be able to deposit their payments into their bank accounts by the end of the month, she told CBC Hamilton on Wednesday.

On Wednesday afternoon, the city confirmed in a statement support payments will be issued Thursday. It noted staff can't be reached through phone or online and in-person meetings are cancelled. 

Miller said she would've liked an update sooner, even to acknowledge residents' concerns about receiving their monthly incomes through Ontario Works or Ontario Disability Support Program. 

"Obviously this is unprecedented, but they have to recognize that a lot of people are afraid," Miller said. 

When ransomware hackers go after the public library

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Randy Wheeler, a general manager at a basement repair company, said one of their larger projects is on hold as they can't get in touch with a city inspector. The inspector needs to visit the site to approve their work so they can move on to the next phase, but almost all phone lines are down. 

"They're totally silent — we can't contact them and they aren't contacting us," Wheeler said. "There's ramifications for the whole [building] system. They're going to have to come up with something." 

Here's how city services are impacted, according to the city: 

Phone lines

• All program and city councillor phone lines are down.

• Long-term care homes Macassa and Wentworth lodges can't be reached by phone, but can be reached through email at businessoffice.macassalodge@hamilton.ca or businessoffice.wentworthlodge@hamilton.ca.

• Customer Contact Centre is still operating but is experiencing a high volume of calls and longer than usual wait times

Property taxes 

• Installments are due Feb. 29 and can be made at their financial institution or by mail.

• City's service centres are open but there are service restrictions. 

• Pre-authorized payments may be delayed.

• Tax certificates for real estate closings aren't available to lawyers.

• Online tax tools are offline including the eBilling Portal, Property Inquiry Tool and Hamilton's tax website.

Ontario Works and special supports

• Monthly payments will be issued.

• Communications through phone and online are impacted. Residents inquiring about funeral benefits are advised to visit the office in person at 1550 Upper James St. 

City vendors

• Accounts payable information can't be accessed.

• Invoices can be sent to the city using normal processes and will be addressed once systems are restored. 

Transfer stations and community recycling centres

• Only cash can be accepted. 

• Online tools aren't working, including replacement bin applications, bulk pickup requests, special consideration requests and ordering additional trash tags. 

Child care

• Fee subsidy offices are closed but staff remain available to support clients.

• Red Hill Family Centre is fully operational except for the phone lines.

• Therapeutic referral intake cannot receive faxed forms, but can receive emails.

Transit

• HSR now app is offline and PDF schedules are available on city's website.

• HSR email and phone lines aren't working. 

• Bus operators don't have access to computerized onboard schedules.

• Bus stop annunciators aren't operational. 

• Online booking for on-demand transit in Waterdown is working, as is PRESTO payments and DARTS services.

Hamilton Water

• Customer service programs are impacted and delays should be expected.

City Hall services

• Municipal and citizen service centres are open but not fully functioning. 

City mapping

• Website maps are not viewable, including interactive zoning mapping and find my ward.

Recreation

• Recreation and senior centres, arenas and golf courses are fully operational except for phone lines. 

• The Senior Centre Without Walls program is cancelled. 

• The pool at Kanétskare Recreation Centre is closed as the emergency phone line is not working.

Online systems 

• Payments aren't possible for fire prevention service requests, open air burn permits, dog licensing, animal services donations or business licensing and permits. 

• Several services aren't available including for building permits, zoning verifications, property reports, job applications, marriage licenses or public health inspection results. 

• Websites are down for the library, community services directory, farmer's market and food access guide.