Cybersecurity Incident Response
Pre-Authorized Payment (PAP) Plan for Property Taxes
Telephone Lines - Call 546-CITY
The Customer Contact Centre is operational and available to take phone calls at 905-546-2489 (CITY).
Resumption of Pre-Authorized Payment (PAP) Plan for Property Taxes
The City of Hamilton is resuming pre-authorized withdrawals for the majority of Pre-Authorized Payment (PAP) taxpayers with revisions to some of the scheduled PAP withdrawal dates. The decision to resume was made after careful consideration and to ensure minimal financial impacts to affected property owners.
Due to the cybersecurity incident impacting the City of Hamilton since February 25, which disabled some of our IT systems, pre-authorized payment withdrawals were temporarily suspended.
The City is in the process of notifying those affected, sending letters to the approximately 68,000 property owners who are on PAP plans. Information will also be shared through other communications channels such as social media.
The City is resuming withdrawals for the majority of taxpayers on pre-authorized payments. There may be some taxpayers on pre-authorized payment plans who are, unfortunately, not captured in the initial efforts. We understand the importance of being transparent and timely in communicating with those affected. We will provide updates as soon as possible as we continue to work on resuming these withdrawals.
Revised withdrawl dates for payment plans
If you are enrolled in a 10-month (Feb-Nov) or 12-month (Jan-Dec) pre-authorized payment plan (PAPs withdrawn on the first day of the month):
- March 1 deferred withdrawal will now be withdrawn on April 15
- April 1 deferred withdrawal will now be withdrawn on May 1
- May 1 withdrawal will now be withdrawn on May 15
- June 1 and subsequent withdrawals will proceed as originally scheduled.
If you are on the 12-month plan (PAPs withdrawn on 15th day of the month):
- March 15 deferred withdrawal will now be withdrawn on April 15
- April 15 withdrawal will now be withdrawn on May 1
- May 15 and subsequent withdrawals will proceed as originally scheduled.
If you are on the Arrears plan (PAPs withdrawn on the last business day of the month):
- February 29 deferred withdrawal will now be withdrawn on April 15
- March 28deferred withdrawal will now be withdrawn on May 1
- April 30 withdrawal will now be withdrawn on May 15
- May 31 and subsequent withdrawals will proceed as originally scheduled.
If you are on the Instalment plan (PAPs withdrawn on the instalment due dates):
- February 29 deferred withdrawal will now be withdrawn on April 30
- April 30 withdrawal will now be withdrawn on May 31
- The remaining withdrawals will be identified on your 2024 Final Tax bill.
Property owners who are on Pre-Authorized Payment Plans and have questions can email the City at [email protected] or call 905-546-2489.
Frequently Asked Questions
For taxpayers enrolled in the City's pre-authorized payment plans, scheduled withdrawals were delayed due to a cybersecurity incident that affected City systems and our ability to access certain information. The City, working with our partners, has mitigated the risk of inaccurate withdrawals and is therefore resuming pre-authorized payment withdrawals for the majority of taxpayers on PAP. This will be done promptly and in staggered intervals to help minimize financial hardship for property owners.
Letters will be issued to property owners on pre-authorized payment plans in advance of resuming the authorized payment withdrawals, allowing property owners to plan around the revised withdrawal dates. Letters will be mailed to the mailing address the City has on file as of February 1, 2024.
No, although the PAP withdrawal dates are being revised, the withdrawal amount will remain unchanged. The amounts withdrawn will match those identified in your 2024 Pre-Authorized Payment Plan Notice. For taxpayers on the Arrears Plan, the amount withdrawn will match your requested amount. For taxpayers on the Installment Plan, it will match the amount on your 2024 Interim property tax bill.
Please refer to your 2024 Pre-Authorized Payment Plan Notice received in December 2023. If you enrolled in pre-authorized payments after December 1, 2023, please refer to the letter you received about your pre-authorized payment plan. For taxpayers on the installment plan, check your February Interim Tax bill. For inquiries, please contact us at [email protected] or call 905-546-2489.
If you are enrolled in PAP but chose to make payment through another method due to the cybersecurity incident, the PAP withdrawal will still proceed. However, once the IT systems are restored, any overpayment will be reconciled and either future PAP withdrawals will be adjusted or refunds will be issued. We apologize for any inconvenience and appreciate your patience and understanding during this period of disruption.
Requests for cancellation from pre-authorized debit must be submitted in writing, either in the form of a letter or completion of the Cancellation of Pre-Authorized Payment Plan form. This documentation must be received by the Taxation Division at least two weeks prior to the next scheduled withdrawal date.
Visit www.hamilton.ca/PayYourPropertyTax for more information
The City will credit your tax roll account for NSF fees incurred during the revised PAP withdrawal schedule period. The credit will be applied when systems are restored. Your bank will inform the City of NSF charges directly related to your PAP withdrawal. We will also waive the City’s administrative fee for returned payments during this time.
If funds are insufficient, the bank will automatically reattempt withdrawal within 7 to 10 business days. If you cannot deposit the necessary funds in your account in time for the second withdrawal attempt, you will incur a subsequent NSF fee from your bank. The City will credit your property tax roll account for NSF charges only for the revised PAP withdrawal schedule period between February 25, 2024 and May 31, 2024.
The City has adjusted the PAP withdrawal schedule to capture the majority of taxpayers on pre-authorized payments. There may be some PAP taxpayers who are, unfortunately, not captured in the initial efforts. Further updates will be provided as the work progresses to resume PAP withdrawals. If you have questions, please contact us at [email protected] or call 905-546-2489.
Based on our ongoing forensic analysis, the City has no evidence that people’s personal financial data has been compromised.
For more information, please contact us at [email protected] or call 905-546-2489.
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