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Update: Impact of Cyberattack on Phone and Email Services

Dear Residents,


As you may be aware, the February cyberattack on our city's systems has caused significant disruptions in various services. We want to provide you with an update on the current status of The City of Hamilton's phone and email systems.


Phone Services:


Phone services are still affected, with internal extensions for city departments not functioning properly, even for internal use. As we work to resolve these issues, please note that all public calls should be directed to the main city Call Center line: 905-546-2489 (Customer Contact Centre, or CCC).


(We know that at times there may be a substantial wait. Please note the service request map link below allows you to check if your issue has already been submitted: https://www.marktadeson.ca/servicerequests)


Email Services:

The city's public email address, askcity@hamilton.ca, is not yet operational. Most issues are being compiled by the CCC team and sent in daily reports or individual requests to the relevant internal departments. The CCC is best equipped to handle the majority of city issues, as they have access to internal systems and databases that we cannot access.


How to Get Assistance:

Until the city re-establishes the askcity email, we ask that you contact the CCC at 905-546-2489 for any assistance you may require.


You can also email our office at ward11@hamilton.ca with full details of your request, and we will submit the service request to the city on your behalf.


First,  please know that your issue may have already been reported, so please check our Service Request Map to help avoid duplicate requests and allow for quicker service. To view existing service request tickets, please visit https://www.marktadeson.ca/servicerequests.

If the issue has not already been submitted, please include the following information with your emailed request to ward11@hamilton.ca :

Name:

Address:

Service Address: (if different)

Email address:

Phone number:

Detailed description of the problem (What is your "ask"?)

We appreciate your patience as we continue to navigate through these challenges. We will provide updates as more information becomes available.


Thank you for your understanding and support.

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