You may have received a letter from the Town regarding an unintended online exposure of contact information. The following are FAQs: 

Why is the Town sending letters to residents about an unintended disclosure of personal information?

On October 3, 2017, Richmond Hill launched a new Customer Relationship Management system. Part of this system includes a website (portal) that allows residents to report a problem such as a broken street light or to submit inquiries for matters such as missed garbage collection.

Due to a configuration error, the database containing specific personal information of residents of the Town was exposed to the internet and became searchable through internet search engines such as Google.

The records include the person's name, address, phone number email address and preferred method of interaction (i.e. phone, email). No financial or other identifying information was exposed.

We do not have any indication that any personal information was copied or compromised in any way. However, as a precaution, we are notifying individuals whose information is in the contact centre database (approximately 35,000 individuals).

Why does the letter have a Vancouver address?

The letters were coordinated and distributed out of a secure contact centre located in Vancouver.

When and how did Richmond Hill first learn of the incident and when was it fixed?

Richmond Hill first learned of the incident on October 13, 2017, when we received a notification from a resident that their information was accessible on the internet.

The configuration error was identified and fixed by October 15, 2017. 

Can you confirm that the information disclosure is now contained?

Yes. An external cyber security company confirmed that the information available was contained and our system is secure.

Who can I speak to if I have questions?

Residents are encouraged to call the dedicated contact centre at (888) 289-2029, Monday through Friday from 9 a.m. to 9 p.m.