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PERSONAL INFORMATION COMPROMISED

1. What kind of personal information has been compromised and how can it affect me as a customer? 

Among the personal data exposed were identified:

  • First and last names

  • Social security numbers

  • Driver’s licenses

  • Election cards

  • Passports 

  • Among other personal identifications

 

2. How many subscribers were affected?

  • The investigation into the cybersecurity incident is still ongoing. That is why the specific number of people whose personal information was exposed has not been specified. The Authority conservatively understands that all its clients must take steps to protect themselves. It will therefore provide its customers with a credit monitoring mechanism for their peace of mind.

 

3. Will my bank account be affected?

  • Under no circumstances does the Authority receive or retain card or bank account data when a payment is made. Payment processing is directed to a third party who processes payments.

 

4. If my information is compromised how will it be recovered?

  • The investigation into the cybersecurity incident is still ongoing so the specific number of people whose personal information was exposed has not been specified. The Authority conservatively understands that all its clients must take steps to protect themselves. That’s why it will provide your customers with a credit monitoring mechanism for their peace of mind.

 

MEASURES TO PROTECT AGAINST IDENTITY THEFT

 

5. How do I make sure my information is not being affected?

  • AAA encourages all customers to take steps to protect themselves from the risks associated with this incident such as:

    • Monitor your bank statements frequently. 

    • Request alerts on unusual activity on your credit report and credit freeze. 

    • If you discover unauthorized charges or transactions report them immediately.

    • Use different and complex passwords for each of your accounts and change them periodically. 

    • Visit the protegetusdatos.pr.gov and RobodeIdentidad.gov pages to learn more about identity theft prevention and reporting.

 

The Authority contracted a credit monitoring service for all its clients.  To request this service you should only complete the form on our website https://www.aqueductospr.com at customer service offices or through the telephone center at 787-620-2482 for hearing impaired at 787-679-7322. 

 

6. Is changing my password enough?

  • AAA encourages all customers to take steps to protect themselves from the risks associated with this incident such as:

    • Monitor your bank statements frequently. 

    • Request alerts on unusual activity on your credit report and credit freeze. 

    • If you discover unauthorized charges or transactions report them immediately.

    • Use different and complex passwords for each of your accounts and change them periodically. 

    • Visit the protegetusdatos.pr.gov and RobodeIdentidad.gov pages to learn more about identity theft prevention and reporting.

 

The Authority contracted a credit monitoring service for all its clients.  To request this service you should only complete the form on our website https://www.aqueductospr.com at customer service offices or through the telephone center at 787-620-2482 for hearing impaired at 787-679-7322. 

 

7. If a customer complains about identity theft will they give customers any guidance on the steps to take to resolve the situation?

  • We invite all our customers to enter the portal determinadosaprotegerte.pr.gov. In addition AAA encourages all customers to take steps to protect themselves from the risks associated with this incident such as: 

    • Monitor your bank statements frequently.

    • Request alerts on unusual activity on your credit report and credit freeze.

    • If you discover unauthorized charges or transactions report them immediately.

    • Use different and complex passwords for each of your accounts and change them periodically.

    • Visit the protegetusdatos.pr.gov and RobodeIdentidad.gov pages to learn more about identity theft prevention and reporting.

 

8. What recommendation are the Authority giving customers to protect their accounts?

  • AAA encourages all customers to take steps to protect themselves from the risks associated with this incident such as:

    • Monitor your bank statements frequently. 

    • Request alerts on unusual activity on your credit report and credit freeze. 

    • If you discover unauthorized charges or transactions report them immediately.

    • Use different and complex passwords for each of your accounts and change them periodically. 

    • Visit the protegetusdatos.pr.gov and RobodeIdentidad.gov pages to learn more about identity theft prevention and reporting.

 

The Authority contracted a credit monitoring service for all its clients.  To request this service you should only complete the form on our website https://www.aqueductospr.com at customer service offices or through the telephone center at 787-620-2482 for hearing impaired at 787-679-7322. 

 

9. Who responds if my identity gets stolen?

  • AAA encourages all customers to take steps to protect themselves from the risks associated with this incident such as:

    • Monitor your bank statements frequently. 

    • Request alerts on unusual activity on your credit report and credit freeze. 

    • If you discover unauthorized charges or transactions report them immediately.

    • Use different and complex passwords for each of your accounts and change them periodically. 

    • Visit the protegetusdatos.pr.gov and RobodeIdentidad.gov pages to learn more about identity theft prevention and reporting.

 

The Authority contracted a credit monitoring service for all its clients.  To request this service you should only complete the form on our website https://www.aqueductospr.com at customer service offices or through the telephone center at 787-620-2482 for hearing impaired at 787-679-7322. 

 

 

SERVICE AND BILLING

 

10. Will my bill be affected?

  • The AAA’s operations were not affected by the incident.  Each customer will continue to receive their bills regularly based on their water consumption.

 

11. What should I do if I see an inconsistency in my bill? 

  • Our customers' bill is based on water consumption. The cybersecurity incident did not affect the billing system. As usual if you have any objection to the charges billed you may file your objection in accordance with the process provided by Act No. 33 -1985 as amended by calling 787-620-2482 by visiting our acueductospr.com website or visiting any of our customer service offices around the island.

 

Cybersecurity incident notifications and measures to decrease the possibility of it happening again

 

12. Why did the "hackers" carry out this attack?

  • The attackers' reasons are unknown. It is therefore important for the Authority to continue to strengthen all our systems while providing our customers with the service.

 

13. Why did this cyber-attack happen?

  • Digital transformation has associated risks such as being a victim of a cyber-attack at any time. For that reason it is important for the Authority to continue to strengthen all our systems to reduce the possibility of an incident like this recurring while providing our customers with the service.

 

14. What measures will be taken to ensure that this does not happen again?

The Authority works in coordination with the Puerto Rico Government Office of Innovation and Technology Services (PRITS) to restore all your systems and in turn strengthen the security of all systems to decrease the chance of an incident like this recurring.

 

15. What cybersecurity measure will the corporation impose so that this does not happen again?

  • The Authority works in coordination with the Puerto Rico Government Office of Innovation and Technology Services (PRITS) to restore all your systems and in turn strengthen the security of all systems to decrease the chance of an incident like this recurring.

 

16. Where was the team assigned to monitor such information when they carried out the attack? Why did they leave it unexpectedly? 

  • Digital transformation in companies like the Authority has many benefits including providing an accessible and efficient service to our customers without having to personally visit one of our commercial offices. However this digital transformation also has some associated risks like being a victim of a cyber-attack at any time.  That is why the Authority has consistently implemented and strengthened strategies and measures to reduce the possibility of such an attack.

 

17. What took you so long to report?

  • The Authority has made timely notifications to its customers as it obtains relevant information from them from the agencies and groups conducting the investigation (March,13; March,14; March 18; and April 3).

 

18. Why was it first said that the information was protected and then it emerged that certain customers' information had been stolen? Was it reported as soon as it came out?

  • The Authority has made timely notifications to its customers as it obtains relevant information from the agencies and groups conducting the investigation.

 

19. Why are these "hackers" able to enter government platforms so easily? What do you think is the fault?

  • The Authority takes very seriously the security of the information of our clients and the technological platforms with which we provide our services.  This situation is considered a criminal act and is under investigation.

 

20. What will they do to get the people to trust their platforms again?

  • The Authority works in coordination with the Puerto Rico Government Office of Innovation and Technology Services (PRITS) to restore all your systems and in turn strengthen the security of all systems to decrease the chance of an incident like this recurring. The Authority takes very seriously the security of the information of our clients and the technological platforms with which we provide our services.

 

21. What is being implemented so that another cyberattack does not occur? 

  • The Authority works in coordination with the Puerto Rico Government Office of Innovation and Technology Services (PRITS) to restore all your systems and in turn strengthen the security of all systems to decrease the chance of an incident like this recurring. The Authority takes very seriously the security of the information of our clients and the technological platforms with which we provide our services.

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