![]() There are approximately 36,000 people for whom insufficient information is available to send a safe notification by registered mail. Service NSW has begun a final round of notifications for approximately 18,500 customers who haven’t signed for their registered mail about the cyber attack on 47 staff email inboxes in 2020. ![]() Update on our efforts to notify customers If you want to confirm any communication from Service NSW, call us directly on 13 77 88. Service NSW will never cold-call or email customers asking for personal information. Service NSW and DCS have welcomed the detailed report and are reviewing the recommendations to determine improvements to their cyber and privacy incident response systems. deliver a post implementation review – PDF.provide Service NSW and the Department of Customer Service with advice during the response, and.In April 2020 Information Integrity Solutions led by former federal privacy commissioner Malcolm Crompton was engaged to: Service NSW’s response to the attack continues to be led by our commitment to support every one of the approximately 103,000 affected customers. These letters will not include the details of stolen data but will include steps on how to contact the Service NSW hypercare team for more information and support.Ĭustomers contacting the hypercare team for information on the detail of stolen data will now have the option of undertaking an identity check online.Ĭustomers who have access to a mobile device or a computer with a video camera will be able to complete a Proof of Identity check visually with our hypercare team, at a place that suits them. Our first notification letters required customers to undertake a proof of identity check in order to collect a registered letter from Australia Post containing the details of stolen data.ġ8,500 customers did not sign for their letter, so Service NSW is trying again to reach them through generic letters that will be delivered directly to customers’ letter boxes. These letters are a second attempt to reach those people who did not sign for their first registered mail notification. This week, Service NSW has begun sending final notification letters to approximately 18,500 customers regarding the cyber attack on the contents of 47 Service NSW employee inboxes. This option has been popular with our customers and remains an important part of our Hypercare service delivery during the COVID-19 pandemic.Ĭustomer satisfaction with the Hypercare service is 84.67%. In May 2021 Service NSW introduced a digital proof-of-identity check for customers contacting the Hypercare team. Of the approximately 67,000 customers for whom Service NSW have sufficient information to attempt a safe notification via registered mail, approximately 95% have received their notification. The Service NSW Hypercare team has received approximately 34,000 general privacy calls and approximately 21,000 calls from affected customers, including approximately 400 calls from customers who received their second attempt notification letters. Of the approximately 18,500 final notification letters sent to customers in May 2021, approximately 15,000 were successfully delivered and approximately 3,500 were returned to sender. These letters are a second attempt to reach those people who did not sign for their first registered mail notification. Service NSW continues to assist customers impacted by the cyber-attack on the contents of 47 Service NSW employee inboxes.
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