Cyber Security Response

Notice of Cybersecurity Incident

On 25 April 2023, an unauthorised hacker gained limited access to third-party computer servers used by us in New Zealand. Some files were encrypted and taken from the system. These may include bank card information, personal identification documents such as a driver’s license or passport, and proof of address documents.

We are in the process of identifying which customers may have been affected by the incident and will contact those individuals directly in due course. We will continue to provide updates here as the investigation progresses.

We understand that this may be distressing for you, and we are very sorry that this has happened.

Our Response

On learning of the incident, we took immediate action to contain it, working in collaboration with external cybersecurity experts.

The incident has been reported to the appropriate authorities and regulators, including the Office of the Privacy Commissioner (OPC). You have the right to complain to the OPC in relation to this incident.

It has been our top priority to understand more about the incident, to ensure the security measures we have in place respond adequately, and to assess any potential risks for you.

What should I do?

At this stage, we are not aware of any unauthorised use or publication of PacificEzy customer data and have systems in place to monitor any developments. However, we know that these cyber criminals can try to misuse the information that they have illegally obtained for their own financial gain.

We want to arm you with the knowledge you need to spot potentially fraudulent activity and protect your personal information as much as possible.

IDCARE

Firstly, we have engaged the support of IDCARE, New Zealand’s national identity and cyber support community service. This free-to-use service can provide valuable help and guidance on identity theft and answer your cyber security concerns.

IDCARE Case Managers can be engaged via their online Get Help for Individuals booking form at idcare.org and by using the referral code PAEZ23 when prompted. IDCARE’s National support number is 0800 121 068 and is active from 9am NZDT to 7pm NZDT Monday to Friday.

Other simple steps to stay safe

• Look out for phishing scams, do not open texts from suspicious numbers, and update passwords regularly. Please note that PacificEzy will never contact you to ask for your passwords or sensitive information.
• You can also contact a credit reporting agency for a free credit report to check if your identity has been used to apply for credit without your knowledge. You can also ask the agencies to “freeze” or suppress the information on your credit file. Please refer to www.govt.nz/browse/consumer-rights-and-complaints/debt-and-credit-records/check-your-own-credit-report or https://www.centrix.co.nz/my-credit-score/suppress-your-credit-file/ for further information.
• If you are the victim of a scam, you can report that to Cert NZ, NZ Police, or the Department of Internal Affairs. Please refer to consumerprotection.govt.nz/general-help/scamwatch/scammed-take-action/ for further information.
• If you are concerned about your passport information and would like to take further steps, please contact the DIA directly by visiting passports.govt.nz or calling 0800 22 50 50.

We want to reiterate again that we are treating this incident very seriously. Thank you for your understanding. Should you require assistance, our customer service team is ready to help via our dedicated email address helpdesk@pacificezy.com or on 0800 000 166.

Sincerely,

PacificEzy