It wasn't until almost two and a half months later, in mid-September, that Kopp saw that it seemed to be fixed. None of them had been informed of the leak by the company. Go Public's Carolyn Dunn calls one of the other Brinks customers whose information was leaked. "We have since reinforced our protocols and trainings with the representative in question to ensure compliance with our escalation procedures." "It just makes me so angry that this type of infringement isn't taken seriously, as it should be immediately acted upon," she said.īrinks declined an interview request from Go Public. In a statement, the company said the agent on the July call, who worked for a third party, "did not follow the proper protocols and procedures" for when a customer asks for a problem to be escalated. "Nobody contacted me regarding a data breach at all," he says. He was promised a manager would call him back, but he got no response until Go Public began investigating. "It's a huge customer information problem, which is why I need to speak to a manager." In it, he clearly says the issue needs to be escalated: "I'm going to need a manager," he told the agent as he explained that he was able to access others' data. He says he reported it again, waited a few more months, and called Brinks yet again in early July. In April, he was surprised to find out he still had access to the same drop-down menu with the same customer information. Kopp assumed the breach would be quickly fixed after he discovered and reported it in early 2022. "It allows people to potentially break into your home and into your information online. "Of course, it's a breach of security as well," said Ann Cavoukian, a former three-term privacy commissioner of Ontario. Privacy expert Ann Cavoukian says the company's poor response to the problem makes her 'cringe.' (Submitted by Ann Cavoukian) 'Very serious' breachīut one expert says it was still a "very serious privacy breach." Though Kopp did not see his own details on the screen, Brinks has not notified any of the customers who were affected by the leak, which went unfixed for months.īrinks says no financial or banking data was included in the leak. "I wanted to know whether my data was compromised in the same way." I really don't feel that they're safeguarding other people's information," he said. Kopp could even view specific things about other customers' home security systems, like security equipment details and locations of security zones within their homes. Got a story you want investigated? Contact Carolyn and the Go Public team.There on his screen were approximately 100 other customers' addresses.Įvery click of the mouse revealed more of someone else's information: name, address, phone number, emergency contacts and account payment history. He told Go Public he signed into his system's online portal "and that's when I noticed that I had a drop-down to select a whole bunch of addresses." The Edmonton man - a systems architect for a telecommunications company and self-professed gadget enthusiast - had added a little extra home security when, in October 2021, he signed a 36-month contract for a Brinks system.īut things took a strange turn when he called technical support to troubleshoot those wonky door sensors. Andrew Kopp was having trouble with the door sensors on his new Brinks home security system.
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