www.dymocks.com.au
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54.192.150.30
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URL:
https://www.dymocks.com.au/customer-notices/communications_20231004
Submission: On November 20 via api from GB — Scanned from AU
Submission: On November 20 via api from GB — Scanned from AU
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<a href="/promotions/black-friday" id="p_lt_ctl00_TopStrap_TopStrapTextLink"><h6>Black Friday: $9.99 Each Reads</h6></a>
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<h1 style="padding: 0 0 20px 0;">Email to customers dated 4th October 2023</h1>
<h2 style="padding: 0 0 20px 0;">Latest Update - Dymocks Data Incident</h2>
<p class="gotham-book">Dear Booklover,</p>
<div style="padding: 0 0 20px 0;">
<p class="gotham-book">Thank you for your continued patience and understanding as we have worked to respond to, contain and resolve the recent data breach, which involved some of our customer records being stolen and published on the
dark web. Once again, I unreservedly apologise that this breach of your contact information occurred. Our investigation of the data breach has concluded, and I promised to contact you to let you know about our findings. You’re owed
some clear answers regarding this event. I have set out below in some detail the background to the breach, how it occurred and what we’re doing to learn from it.</p>
<p class="gotham-book">The questions and answers below have been prepared reflecting our customers queries about the data breach. Trust is the foundation of our relationship and <strong>has been for over 144 years</strong>. We value
that trust and are dedicated to upholding it. For this reason, although we have provided a lot of detail, we decided it was important to address the questions you have been asking in an open and transparent way. Whether it is us or
our partners, the security of your information is <strong>our responsibility</strong>.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>Why did we have your contact information?</h3>
<p class="gotham-book">We had your contact information because you had signed up to be a member of the Booklover program. Our Booklover loyalty program, active for 22 years, is part of our commitment to delighting and providing value
to our customers. Booklover provides you with advanced information on new releases, monthly promotions, Christmas offers, exclusive discounts and VIP shopping days, advanced pre-orders, invitations to author events and reward points
that can be redeemed against purchases.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>What contact information did Dymocks have?</h3>
<p class="gotham-book">As part of the Booklover program, we had the following information only <em>(and varies from person to person)</em></p>
<ul class="gotham-book">
<li>name</li>
<li>date of birth</li>
<li>email address</li>
<li>mobile number</li>
<li>postal address</li>
<li>gender; and</li>
<li>membership details for Booklovers such as your gold expiry date, account status, member created date and card ranking.</li>
</ul>
<p class="gotham-book">We confirm that <span style="text-decoration:underline; font-weight:bold;">none of the information</span> that was stolen consists of passwords, identification such as driver’s licenses or any other highly
sensitive information such as transaction information, payment information or credit card details. This is because <span style="text-decoration:underline; font-weight:bold;">we do not</span> collect this information as a deliberate
measure to minimise risk to our customers in the event of a data breach.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>Who did Dymocks give contact information to and why?</h3>
<p class="gotham-book">Dymocks acknowledges the importance of taking responsibility for its third-party providers. Running a loyalty programme that can provide compelling offers is complex. To assist us with that we use third-party
specialists to provide their expertise in loyalty data processing and email marketing. By using specialists we’re able to focus on being a great retailer of books and gifts.</p>
<p class="gotham-book">The third-party providers we use do have access to customer contact information to enable us to provide services to you and to enable us to offer you the benefits of the Booklover program. We keep the identity
of the third-party providers confidential as a measure to protect your contact information. We can confirm that contact information was provided to a loyalty software provider and an email marketing provider.</p>
<p class="gotham-book">In June, we transitioned to a new loyalty software provider. We had to do this because our previous loyalty provider was ending its service. After a tender process, we selected a provider (<strong>New Loyalty
Provider</strong>). Our New Loyalty Provider offered a service that would significantly enhance the capability of the Booklover programme and provide even more value to our customers. Once our New Loyalty Provider was selected, we
conducted a full review of their security and data practices.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>So how was my contact information leaked?</h3>
<p class="gotham-book">We can now confirm that the breach occurred in relation to our New Loyalty Provider’s systems. We have been working closely with the New Loyalty Provider to establish what occurred and required it to engage its
own forensic expert to investigate the incident.</p>
<p class="gotham-book">The New Loyalty Provider confirmed that:</p>
<ul class="gotham-book">
<li>it stored our customer records temporarily in a separate web server so it could import the contact information into its loyalty platform;</li>
<li>unfortunately, the New Loyalty Provider’s access keys for that server were stolen; and</li>
<li>the stolen access keys enabled the cybercriminal to access the New Loyalty Provider’s servers.</li>
</ul>
<p class="gotham-book">To be clear: to date, there is no evidence to suggest that the security protection measures for Dymocks loyalty platform were comprised.</p>
<p class="gotham-book">Our forensic experts reviewed the key evidence provided by the New Loyalty Provider to confirm the cause of the data breach. Whilst we don’t know how the access key was taken or the identity of the cybercriminal
who stole the contact information, we do know that the data found its way to the dark web.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>What should you do?</h3>
<p class="gotham-book">While we now know how the data breach occurred, our recommendations for what you should do has not changed since we first wrote to you.</p>
<p class="gotham-book">We recommend that you continue to remain vigilant. If you have not done so already, we recommend that you take the steps outlined in our notice sent to you on Friday 8th September and again on Friday 15th
September. Taking these steps will help protect you from potential fraud and scams by cyber criminals.</p>
<p class="gotham-book">You can also access our recommended steps in the FAQs on our website.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>When did Dymocks become aware of the breach?</h3>
<p class="gotham-book">We became aware that there may be a breach in the afternoon of Wednesday, 6 September 2023. We immediately launched an investigation to see if we could be sure that customer contact information was published on
the dark web. By Friday, 8 September 2023 we could still not confirm whether there was a breach, but it looked likely. As your protection was our highest priority, we promptly let all Booklovers know so they could take steps to
protect themselves from fraud and other scams whilst we conducted our assessment. In the following week we received confirmation that the data was in fact published on the dark web and we followed up with a further notification to
customers on 15 September 2023.</p>
<p class="gotham-book">From the moment we became aware of this breach, we've been in communication with the Office of the Australian Information Commissioner (OAIC) and the Australian Cyber Security Centre. We’ve also engaged
independent cyber-security advisers and forensic experts to assist us in both investigating the breach as well as making recommendations with respect to our systems and the process for engaging third party partners. Dymocks, with
the assistance of independent forensic experts, have conducted a stringent review of our systems and have not found signs of unauthorised access to Dymocks systems in connection with this data breach.</p>
</div>
<div style="padding: 0 0 20px 0;">
<h3>What has Dymocks learned and what are we doing about it?</h3>
<p class="gotham-book">We take our responsibility to protect your contact information extremely seriously and did have a strong range of measures in place, however this incident highlighted a vulnerability in our external partner's
security measures. Whether it is us or our partners, the security of your information was <strong>our responsibility</strong>. We are actively taking steps to prevent such incidents in the future. Here's an overview of our learnings
and the actions we're taking:</p>
<ul class="gotham-book">
<li>We continue to and will strengthen our efforts to require our partners to comply with Australian privacy laws and adhere to the important standards we set for privacy and data security.</li>
<li>We will undertake dark web monitoring to identify if our customer records are published again.</li>
<li>We are requiring all partners to ensure that additional precautions are taken in respect of access in an effort to prevent the reoccurrence of a breach.</li>
<li>We are reviewing the information we collect from customers and removing data such as day of birth to ensure that we only hold the bare minimum necessary to offer you great information, service and rewards.</li>
<li>We have created a Dymocks Security page which alerts you to any security events or scams.</li>
<li>We will engage with customers more regularly to ensure accounts are current, after which we will delete accounts to minimise the records we hold.</li>
</ul>
</div>
<div style="padding: 0 0 20px 0;">
<h3>Moving forward</h3>
<p class="gotham-book">Again, on behalf of all of us at Dymocks, I apologise unreservedly for the inconvenience and concern this incident has caused. We’re acting to ensure our systems are further strengthened so that you can have
confidence that being a Dymocks Booklover is safe and that you can continue to shop with confidence and enjoy the benefits that our loyalty program offers.</p>
</div>
<div style="padding: 0 0 20px 0;">
<p class="gotham-book">Sincerely,</p>
<p class="gotham-book">Mark Newman<br>
<span style="font-weight:bold">CEO<br> Dymocks Books & Gifts</span>
</p>
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* Purchase The Naturalist of Amsterdam and receive a free gift wrapping
paper
* Win a mounted print from Unsung singed by Kate Ceberano
* Win a personalised training experience with Jono Castano
Black Friday: $9.99 Each Reads
* Franchising
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* A Book 90 Years in the Making from Jessie Stephens
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EMAIL TO CUSTOMERS DATED 4TH OCTOBER 2023
LATEST UPDATE - DYMOCKS DATA INCIDENT
Dear Booklover,
Thank you for your continued patience and understanding as we have worked to
respond to, contain and resolve the recent data breach, which involved some of
our customer records being stolen and published on the dark web. Once again, I
unreservedly apologise that this breach of your contact information occurred.
Our investigation of the data breach has concluded, and I promised to contact
you to let you know about our findings. You’re owed some clear answers regarding
this event. I have set out below in some detail the background to the breach,
how it occurred and what we’re doing to learn from it.
The questions and answers below have been prepared reflecting our customers
queries about the data breach. Trust is the foundation of our relationship and
has been for over 144 years. We value that trust and are dedicated to upholding
it. For this reason, although we have provided a lot of detail, we decided it
was important to address the questions you have been asking in an open and
transparent way. Whether it is us or our partners, the security of your
information is our responsibility.
WHY DID WE HAVE YOUR CONTACT INFORMATION?
We had your contact information because you had signed up to be a member of the
Booklover program. Our Booklover loyalty program, active for 22 years, is part
of our commitment to delighting and providing value to our customers. Booklover
provides you with advanced information on new releases, monthly promotions,
Christmas offers, exclusive discounts and VIP shopping days, advanced
pre-orders, invitations to author events and reward points that can be redeemed
against purchases.
WHAT CONTACT INFORMATION DID DYMOCKS HAVE?
As part of the Booklover program, we had the following information only (and
varies from person to person)
* name
* date of birth
* email address
* mobile number
* postal address
* gender; and
* membership details for Booklovers such as your gold expiry date, account
status, member created date and card ranking.
We confirm that none of the information that was stolen consists of passwords,
identification such as driver’s licenses or any other highly sensitive
information such as transaction information, payment information or credit card
details. This is because we do not collect this information as a deliberate
measure to minimise risk to our customers in the event of a data breach.
WHO DID DYMOCKS GIVE CONTACT INFORMATION TO AND WHY?
Dymocks acknowledges the importance of taking responsibility for its third-party
providers. Running a loyalty programme that can provide compelling offers is
complex. To assist us with that we use third-party specialists to provide their
expertise in loyalty data processing and email marketing. By using specialists
we’re able to focus on being a great retailer of books and gifts.
The third-party providers we use do have access to customer contact information
to enable us to provide services to you and to enable us to offer you the
benefits of the Booklover program. We keep the identity of the third-party
providers confidential as a measure to protect your contact information. We can
confirm that contact information was provided to a loyalty software provider and
an email marketing provider.
In June, we transitioned to a new loyalty software provider. We had to do this
because our previous loyalty provider was ending its service. After a tender
process, we selected a provider (New Loyalty Provider). Our New Loyalty Provider
offered a service that would significantly enhance the capability of the
Booklover programme and provide even more value to our customers. Once our New
Loyalty Provider was selected, we conducted a full review of their security and
data practices.
SO HOW WAS MY CONTACT INFORMATION LEAKED?
We can now confirm that the breach occurred in relation to our New Loyalty
Provider’s systems. We have been working closely with the New Loyalty Provider
to establish what occurred and required it to engage its own forensic expert to
investigate the incident.
The New Loyalty Provider confirmed that:
* it stored our customer records temporarily in a separate web server so it
could import the contact information into its loyalty platform;
* unfortunately, the New Loyalty Provider’s access keys for that server were
stolen; and
* the stolen access keys enabled the cybercriminal to access the New Loyalty
Provider’s servers.
To be clear: to date, there is no evidence to suggest that the security
protection measures for Dymocks loyalty platform were comprised.
Our forensic experts reviewed the key evidence provided by the New Loyalty
Provider to confirm the cause of the data breach. Whilst we don’t know how the
access key was taken or the identity of the cybercriminal who stole the contact
information, we do know that the data found its way to the dark web.
WHAT SHOULD YOU DO?
While we now know how the data breach occurred, our recommendations for what you
should do has not changed since we first wrote to you.
We recommend that you continue to remain vigilant. If you have not done so
already, we recommend that you take the steps outlined in our notice sent to you
on Friday 8th September and again on Friday 15th September. Taking these steps
will help protect you from potential fraud and scams by cyber criminals.
You can also access our recommended steps in the FAQs on our website.
WHEN DID DYMOCKS BECOME AWARE OF THE BREACH?
We became aware that there may be a breach in the afternoon of Wednesday, 6
September 2023. We immediately launched an investigation to see if we could be
sure that customer contact information was published on the dark web. By Friday,
8 September 2023 we could still not confirm whether there was a breach, but it
looked likely. As your protection was our highest priority, we promptly let all
Booklovers know so they could take steps to protect themselves from fraud and
other scams whilst we conducted our assessment. In the following week we
received confirmation that the data was in fact published on the dark web and we
followed up with a further notification to customers on 15 September 2023.
From the moment we became aware of this breach, we've been in communication with
the Office of the Australian Information Commissioner (OAIC) and the Australian
Cyber Security Centre. We’ve also engaged independent cyber-security advisers
and forensic experts to assist us in both investigating the breach as well as
making recommendations with respect to our systems and the process for engaging
third party partners. Dymocks, with the assistance of independent forensic
experts, have conducted a stringent review of our systems and have not found
signs of unauthorised access to Dymocks systems in connection with this data
breach.
WHAT HAS DYMOCKS LEARNED AND WHAT ARE WE DOING ABOUT IT?
We take our responsibility to protect your contact information extremely
seriously and did have a strong range of measures in place, however this
incident highlighted a vulnerability in our external partner's security
measures. Whether it is us or our partners, the security of your information was
our responsibility. We are actively taking steps to prevent such incidents in
the future. Here's an overview of our learnings and the actions we're taking:
* We continue to and will strengthen our efforts to require our partners to
comply with Australian privacy laws and adhere to the important standards we
set for privacy and data security.
* We will undertake dark web monitoring to identify if our customer records are
published again.
* We are requiring all partners to ensure that additional precautions are taken
in respect of access in an effort to prevent the reoccurrence of a breach.
* We are reviewing the information we collect from customers and removing data
such as day of birth to ensure that we only hold the bare minimum necessary
to offer you great information, service and rewards.
* We have created a Dymocks Security page which alerts you to any security
events or scams.
* We will engage with customers more regularly to ensure accounts are current,
after which we will delete accounts to minimise the records we hold.
MOVING FORWARD
Again, on behalf of all of us at Dymocks, I apologise unreservedly for the
inconvenience and concern this incident has caused. We’re acting to ensure our
systems are further strengthened so that you can have confidence that being a
Dymocks Booklover is safe and that you can continue to shop with confidence and
enjoy the benefits that our loyalty program offers.
Sincerely,
Mark Newman
CEO
Dymocks Books & Gifts
Send us an email
1800 849 096
Locate a store
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Dymocks wishes to acknowledge the Traditional Custodians of the lands on which
our stores across the nation work and gather. We pay respect to the Elders past,
present and emerging, and extend that respect to all Aboriginal and Torres
Strait Islander peoples today.