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.