On August 13, 2026, we discovered that part of our legacy file server storing client information was inaccessible. We immediately engaged cybersecurity experts to contain and investigate the incident and notified the appropriate authorities.
Through our investigation, we learned that an unauthorized party accessed our legacy file server on July 30, 2026 and encrypted certain files containing client personal health information. This information may include name, date of birth, contact information (address, email, phone number), service agreements, diagnoses, psychological reports, behaviour support plans, behaviour crisis management plans, discharge reports, progress reports, individualized support plans, and/or information contained within service records relating to an individual's health, support, treatment, or care needs. There is no evidence that all of the information listed above was encrypted for each individual.
Prior to the incident, we had completed a migration of our legacy file server to a cloud-based system, and the legacy file server was being retained as a backup repository. As result, all encrypted files remained available through the cloud-based system and encrypted copies from the file server have been successfully restored from recent, verified clean backups. No client information was lost. Our operations remained fully functional throughout the incident, with no interruption to services.
Please know that protecting the personal health information of our clients is a top priority for us. We have reported this incident to the Information and Privacy Commissioner of Ontario. While you have the right to file a complaint with their office it is not necessary as they are investigating the incident. If you still wish to file a complaint, you may do so at https://www.ipc.on.ca/en/resources/forms/file-health-information-privacy-complaint.
We value our clients trust and regret any concern this incident may have caused. We are committed to further improving our security and will continue to dedicate our efforts to prevent this from happening again in the future. If you have any questions about this incident, please contact our dedicated support team of external specialists at 1-888-305-8452 from Monday to Friday, 8:00 a.m. – 8:00 p.m. ET.
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