Update: Thursday, August 13
An independent forensic investigation by third-party cybersecurity experts has concluded its review of Halifax Water’s March 2026 Customer Connect portal privacy incident, confirming limited information linked to 16 customer accounts was accessed. The affected customers have been notified, and the portal remains offline until Halifax Water is satisfied that service can be restored securely.
This update explains what happened, what information was involved, what the investigation found about customer risk, and the steps customers can take to protect themselves.
“Our review found that a vulnerability in a third-party platform allowed unauthorized access to certain customer information. We are taking the time needed to understand the circumstances fully, protect customers’ interests, and address the related contractual and insurance matters appropriately,” said Kenda MacKenzie, CEO, Halifax Water. “We are sorry for the concern this has caused. We have notified the 16 affected customers directly, expanded our cybersecurity testing, strengthened escalation processes for security-related incident reports, and will keep the portal offline until it can be restored securely.”
What happened
The privacy incident involved a vulnerability in the third-party platform that powers the Customer Connect portal, which allowed an external party to access customer information from the portal database. This was not a cyber security attack on Halifax Water’s systems, nor did it involve the systems that control water and wastewater services.
Halifax Water identified a vulnerability in the portal through its own proactive security monitoring in November 2025 and reported it to the portal vendor, Avertra. Halifax Water received confirmation that the security patch had been applied. In January 2026, a vendor software update rendered the earlier patch ineffective and re-exposed the vulnerability.
What information was involved
An independent forensic investigation has confirmed that an unauthorized external party accessed information linked to 16 customer accounts. There is no evidence that any customer accounts were directly accessed or any other information was involved.
Approximately 55,000 customers hold Customer Connect portal accounts.
For those 16 accounts, the categories of information accessed varied but were limited to:
- Full name
- Email address
- Service or home address; account ID, customer ID and user ID
- Security questions and answers
- No financial information was accessible or exposed.
Halifax Water’s payment systems and operational systems were not involved in this incident. The affected portal database did not include credit card or banking information, and the systems that control water and wastewater services were not affected.
Who was affected, and how they were notified
In June 2026, Halifax Water notified the 16 customers whose accounts were accessed by registered mail. The impacted customers were provided with information on what occurred, what it means, and what steps to take, and were given a direct line to a Halifax Water representative for questions or concerns.
Halifax Water notified the appropriate oversight bodies as part of its response to the incident.
A gap in our internal process
Halifax Water also wants to be transparent about a shortfall in an internal process. In February 2026, an unknown third party emailed Halifax Water’s Customer Service team about the vulnerability, and the initial email was dismissed as spam. In March 2026, the same party followed up with Customer Care, and the follow-up email was reported to the Help Desk. The ticket was escalated to the cyber security team and triggered the full response described above. Cyber security awareness training has increased across the organization, and internal ticket routing and escalation processes have been updated to immediately flag and escalate these types of security-related reports from outside the organization.
What happens next
The Customer Connect portal remains offline. The fix for the original vulnerability has been independently tested and confirmed effective, but further security testing has identified additional vulnerabilities. That work is ongoing, and the portal will remain offline until Halifax Water is satisfied that service can be restored securely. No restoration date has been set.
Halifax Water will communicate a timeline once one is confirmed. In the meantime, bills are being sent by mail, and Halifax Water apologizes for the inconvenience.
Halifax Water is also reviewing its vendor contract, security standards, oversight protocols, and any related insurance or contractual matters to ensure customers’ interests are protected. Halifax Water will provide further public updates on the structural changes made as a result of this incident.
Timeline
Halifax Water is publishing the following timeline in the interest of transparency.
| Period | What happened |
| November 2025 | Halifax Water identifies a vulnerability in the portal through its own proactive security monitoring and reports it to the vendor. A patch is applied and confirmed to Halifax Water’s satisfaction at that time. |
| January 2026 | A vendor software update rendered the earlier patch ineffective and re-exposed the vulnerability. |
| February 2026 | Customer Care received an initial email from an unknown third party regarding the vulnerability. The initial email was dismissed as spam. |
| March 2026 | The third party followed up with Customer Care, and the follow-up email was reported to the Help Desk. IT reviewed the ticket and escalated it to the cyber security team, which began the response. The portal was taken offline, an independent cybersecurity firm was engaged, and the relevant authorities were notified. |
| April 2026 | The forensic investigation is substantially complete. The vendor’s fix is independently tested and verified. Additional security testing begins. |
| May 2026 | The extent of the incident is confirmed: information linked to 16 customer accounts were accessed. |
| June 2026 | The 16 affected customers are notified directly by registered mail, with a phone number provided for questions or concerns. |
| July 2026 | Further security testing identifies additional vulnerabilities. The portal remains offline and no restoration date has been set. |
What customers should do
Even though there is no evidence that customer accounts were accessed directly or that other information is involved, Halifax Water encourages all Customer Connect portal users to take the following precautions:
- Use a unique password for every service and change any password you have reused.
- Turn on multi-factor authentication wherever it is available.
- Change your security questions and answers on other services if you use the same ones you used on the Halifax Water portal.
- Be alert to phishing. Halifax Water will not call, email or text you to ask for personal information about this incident.
- Watch your accounts for unusual activity and report anything suspicious to your financial institution.
Halifax Water remains committed to protecting customer information, strengthening the systems and processes that support customer service, and communicating openly as this work continues.
Update: Thursday, April 2
Halifax Water is providing this update on the cyber security incident affecting the Customer Connect Portal.
Transparency is a core commitment for Halifax Water, which means communicating with customers even when the investigation is still underway and confirmed information remains limited. We will share confirmed findings as soon as possible.
Halifax Water has engaged an independent cyber security firm to conduct a thorough assessment of the Customer Connect Portal incident. The Customer Connect Portal is built on a third-party platform and is managed by a service provider contracted to Halifax Water. The assessment is complex and must be carried out carefully. This takes time to complete responsibly.
The Customer Connect portal remains offline as a precaution while the investigation continues and required safeguards are confirmed. We recognize this is a disruption and appreciate customers’ patience.
The independent cybersecurity firm has not yet confirmed the full scope of the information that may have been accessed or the number of customers affected. However, we can confirm that there is no indication that customer financial or banking information was accessed.
Halifax Water’s core water and wastewater services continue to operate normally and are not affected by this incident.
Customers should be aware that scammers sometimes exploit incidents like this. Halifax Water will not contact customers to request personal or financial information in connection with this incident. If you receive an unsolicited call, email, or text claiming to be from Halifax Water about this matter, do not respond and report it to us directly at 902- 420-9287.
Customers will receive their bills by mail while the Customer Connect portal is offline.
Halifax Water will provide a further update when the investigation yields confirmed findings. We are coordinating with HRM Access and Privacy and will take appropriate steps, including customer notifications, as required.
We are committed to completing this process responsibly and to keeping customers informed.
Halifax Water customers who are registered for paperless billing will receive a paper bill by mail whilst the Customer Connect Portal is offline.
UPDATE: Monday, March 9
Halifax Water is continuing to respond to a privacy incident involving its Customer Connect Portal. Protecting customer information is a top priority, and the utility is committed to transparency as more information is confirmed.
The Customer Connect Portal remains offline while Halifax Water and the external vendor that owns and operates the platform complete a comprehensive investigation and verification process.
The investigation is ongoing and is focused on determining what information was accessible and to what extent. This privacy incident is limited to the online customer portal and is not impacting our day-to-day operations. It is still business as usual at Halifax Water.
Our commitment to transparency
Halifax Water is committed to openness throughout this process and will provide information as it is available. Halifax Water continues to work with HRM’s Access and Privacy Office to help ensure customers are protected and that appropriate notifications are made.
No impact on water quality or public health
This incident is limited to the Customer Connect Portal. At no time was there any impact to Halifax Water’s critical infrastructure, water quality, or public health.
Customer service and billing
Customers can continue to access Halifax Water services through existing channels while the Customer Connect Portal remains offline. Service options are available at halifaxwater.ca.
This incident does not impact Halifax Water’s ability to track usage through its advanced metering infrastructure (AMI) or the accuracy of water, wastewater, or stormwater bills. Customers who are registered for paperless billing may contact Halifax Water to request an emailed or mailed copy of their bill while the portal remains unavailable.
Financial information
There is no indication that financial or banking information was involved in this incident.
Halifax Water regrets any concern or inconvenience this situation may cause. Maintaining public trust is essential, and the utility remains committed to the security of customer information and the continued reliability of its services.
Customers are reminded to be cautious of unsolicited calls, emails, or text messages claiming to be from Halifax Water. Halifax Water is not contacting customers regarding this incident. If you receive a call and are unsure, hang up and call back using the phone number listed on the official Halifax Water website. Customers with questions or concerns can contact Halifax Water’s Customer Care Team at 902-420-9287, Monday to Friday, 8:00 a.m. to 6:00 p.m.
UPDATE: Friday, March 6
Halifax Water has temporarily shut down its Customer Connect online portal while we investigate unauthorized access to information associated with the portal. There is no indication that financial information is at risk.
Halifax Water has activated its incident response processes and has notified the appropriate authorities.
We apologize for the concern and inconvenience this may cause. Protecting customer information and maintaining reliable service are top priorities for Halifax Water.
Halifax Water is currently investigating what happened and strengthening protections before Customer Connect returns to service. Halifax Water will provide another update on Monday, March 9.
If you receive a call from someone claiming to be Halifax Water and you are unsure, hang up and call us back using the phone number listed on our official website. Halifax Water will only call during normal business hours. Halifax Water is currently not contacting customers regarding this incident. If you receive a call, email or text message, please ignore them.
If any customers have any questions or concerns, please contact our Customer Care Team at 902-420-9287 during normal business hours, Monday to Friday, 8:00 AM – 6:00 PM.
Frequently Asked Questions:
1. What happened?
Halifax Water has temporarily shut down the Customer Connect online portal after identifying unauthorized access to information associated with the system. An investigation is underway.
2. Is my financial information at risk?
There is no indication at this time that any financial information is at risk.
3. What information may have been accessed?
Halifax Water is still investigating and should know more next week.
4. What has Halifax Water done in response?
We have activated our incident response processes, and notified the appropriate authorities. We are working closely and under the guidance of the HRM Access and Privacy Office to make sure all the necessary steps are taken. Customer Connect will remain offline until we are confident it is safe to restore.
5. Is Halifax Water contacting customers about this incident?
No. Halifax Water is not contacting customers about this incident at this time.
6. What should I do if someone contacts me claiming to be from Halifax Water?
If you receive a call, email, or text message and are unsure:
- Do not provide any personal information.
- Hang up or delete the message.
- Call Halifax Water using the phone number listed on our official website.
Halifax Water will only contact customers during normal business hours.
7. When will Customer Connect be back online?
We are working to restore the portal safely. An update will be provided on Monday, March 9.
8. How can I get updates?
Updates will be provided through official Halifax Water communication channels, including our website and customer notices.
9. Who can I contact if I have questions or concerns (including billing information)?
Please contact our Customer Care Team at 9024209287, Monday to Friday, 8:00 AM to 6:00 PM.
10. What is Halifax Water doing to prevent this from happening again?
We are strengthening system protections, reviewing security practices, and working with experts to ensure our systems remain reliable and secure.