Cybersecurity Incident FAQ

A cybersecurity incident refers to any unauthorized access, disclosure or disruption of computer systems, networks, or data.

The City of Hamilton became aware on the evening of Sunday, February 25, 2024 that it was impacted by a cybersecurity incident that compromised many of our IT systems. A dedicated team of City staff and external experts took swift action to investigate, protect our systems, and minimize the impact on the community. The City has confirmed that it was a ransomware attack.

The City of Hamilton became aware of the cybersecurity incident on the evening of Sunday, February 25, 2024.

The City took swift action to investigate, protect systems, and minimize the impact on the community. The City has also engaged with cybersecurity experts, insurers, legal counsel, and relevant authorities. We want to assure the public that the City takes this matter very seriously and is continuing to work diligently to restore the City’s system in a safe and secure manner.

During the incident, the City has continued to deliver its critical programs and services. With the incident contained the City is now largely focused on recovery, restoration, and rebuilding/ transformation.

While we can’t provide a concrete recovery timeline at this time for full recovery of all services, please be assured that the City is working diligently to resolve the situation as quickly and effectively as possible. We appreciate your patience and understanding during this time and apologize for any inconvenience this may cause.

While the City is working to fully restore and recover from the cybersecurity incident, some services are being delivered in a modified way, and some are still experiencing temporary disruptions.

A complete list of service disruptions and impacts is listed on the City Service Impacts page and is being updated regularly as new information becomes available. We appreciate your patience and understanding as we work to resolve the issue.

Based on forensic analysis, at this time, the City has no evidence that people’s personal information or personal health information has been compromised as a result of the cyber incident, during which our systems were encrypted.

Yes. A comprehensive investigation will be undertaken to determine the cause of the incident, identify any vulnerabilities, and implement measures to strengthen the system and prevent future occurrences. Ensuring the security of our digital system is paramount to safeguarding sensitive information and maintaining the trust of our community.

The City is providing updates as they become available. Residents can monitor Hamilton.ca/cyberincident for information, as well as the City’s social media channels @CityofHamilton and local media.

The City has engaged a team of experts to support the response to the incident. As the investigation continues, we will determine what additional measures are required to strengthen our systems and help prevent an incident like this from happening again. The City is committed to taking proactive measures to protect our systems and the community.

Yes. Law enforcement agencies have been notified, and the City is working with them regarding the recent cybersecurity incident.

The City has cybersecurity measures in place, which are updated regularly. Unfortunately, cybersecurity incidents are becoming more common globally. While the City takes regular action to secure its IT systems, no security measure will make a network wholly protected from such incidents. Once the City has restored its systems, a full review will be completed to understand how this breach happened and ensure appropriate actions are taken to strengthen the system and help prevent it from happening in the future.

While there are no specific actions required at this time, residents are advised to remain cautious against potential scams or suspicious activity and report any concerns to the appropriate authorities.

Yes. Please contact our dedicated Customer Contact Centre at 905-546-2489 (CITY) or email [email protected].

Individuals have the right to file a complaint about their personal information or personal health information. Should individuals wish to do so, they can contact the Information and Privacy Commissioner of Ontario (IPC) via their website www.ipc.on.ca/en/resources/information-individuals. However, while individuals are welcome to file a complaint with the IPC, it is not necessary as the IPC is already investigating this matter.