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Tech & Science Toll transport hack leaves customers demanding answers on parcel delivery delays

07:11  10 february  2020
07:11  10 february  2020 Source:   msn.com

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I missed a delivery . Toll has left a card. Parcel or Shipment delayed ? Please access MyToll to check the delivery status. Provide us feedback and or escalate an issue about our service, a delivery , customer service and or your engagement with Toll .

Toll has left a card. You should have received a card that will help in locating your delivery . Please have your card handy as you will need the consignment number and card number when accessing the My Parcel tool.

a truck is parked on the side of a building: A container sits on a Toll truck. (ABC)© Provided by ABC Business A container sits on a Toll truck. (ABC)

Customers awaiting parcel deliveries from transport company Toll say they have been left in the dark about major delays caused by a cyber attack on the company's IT systems.

The company said the hacking occurred 11 days ago and had forced it to shut down "a number of systems across multiple sites and business units", causing ongoing disruptions to distribution.

Customers wanting to track the progress of orders online have been met with error messages.

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Melbourne-based fair trade clothing company Liminal Apparel said an order worth "tens of thousands of dollars" had missed a crucial delivery deadline, and was now in limbo.

"Unfortunately we weren't even notified. We found out through Twitter," sales manager Jeff Ward said.

"It's 10 days overdue, so for the last week I've been spending at least three or four hours a day on the phone trying to get some information.

"The most unfortunate thing is we just have had no communication, I feel like we've had to be proactive and I feel really sorry for the Toll call centre staff who have been left hung out to dry with a standard answer that gives no clarification."

The company said while only a small proportion of its freight has been affected, it had apologised to affected customers and said there was "no evidence" personal data had been compromised.

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"The vast majority of our parcels and packages are continuing to be delivered as normal, albeit there are some customers who are experiencing some delays as we've switched to more manual handling and processing of our freight," a spokeswoman said.

Other customers have expressed frustration on social media, saying they are still waiting for word on when their parcels would arrive.

"We are a week past my scheduled delivery. This was due before your outage … you can't find it, I can't track it, how much longer am I to wait?" one tweeted.

While he remained confident his delivery would arrive eventually, Mr Ward said he felt his company had been left "completely in the dark".

"We're 100 per cent liable and wear all of that cost if anything goes wrong, so that's scary as a small business," Mr Ward said.

"There are delays when you're shipping things but we have allowed for that and this has gone far and beyond that.

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"It's definitely in the tens of thousands of dollars. That all counts and that is a concern.

"We'll get through it but it is obviously something that I need some answers on relatively quickly."

'No indication' personal data hacked, company says

Toll Group said the attack had been caused by a "new variant of the Mailto ransomware" and the company had notified federal authorities.

In a statement on its website, the company — which has operations around the globe — said it had launched a "detailed investigation" into the incident.

"We have shared samples of the relevant variant with law enforcement, the Australian Cyber Security Centre (ACSC), and cyber security organisations to ensure the wider community is protected," it said.

"There continues to be no indication that any personal data has been lost as a result of the ransomware attack on our IT systems."

The ACSC has issued a public warning and has recommended organisations "update antivirus and other security tools".

"There is some evidence that Mailto actors may have used phishing and password spray attacks, and then used compromised accounts to send further phishing emails to the user's address book to spread the malware," it said.

"At this time, the ACSC is unaware whether these incidents are indicative of a broader campaign."

The Toll spokeswoman said it was too early to say who was behind the attack, and what the suspected motives were.

In an update on its website, Toll said it was continuing "the process of re-setting back-end IT systems following the recent cyber attack".

"Working closely with our external experts and federal government authorities we have made good progress through this past week to gradually reinstate systems securely," it said.

"Over the coming days, and allowing for the inherent complexity of cyber attacks of this nature, our focus is on reinstating foundational IT infrastructure which we actively disabled at the outset."

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Walmart is looking to add further innovations to its in-home grocery delivery service. So far, the program is only available in Kansas City, Pittsburgh, and Vero Beach, Florida. On Tuesday, Walmart e-commerce CEO Marc Lore told analysts at the company's investment community event that Walmart is looking to add a few "enhancements" to the program. Those enhancements could include options like an automatic restocking feature to anticipate consumers' needs, as well as no-box delivery. Visit Business Insider's homepage for more stories.

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