Cyber Incident Victim: London Drugs
Date:
Apr 2024
Location:
Canada
Summary
A cybersecurity incident prompted the temporary closure of all stores across Western Canada, with immediate countermeasures implemented including third-party cybersecurity expertise to contain and investigate the breach. While no customer or employee data compromise has been identified, internal investigation requirements necessitated the shutdown of phone systems, though pharmacy staff remain available in-person for urgent needs. The organization prioritized resolving the incident while advising affected customers to visit physical locations for support during the disruption.
| CIA Posture | Motives | Tactics, Techniques & Procedures |
|---|---|---|
| Available to members | 1 motive | 2 techniques |
| Threat Actors | Type | Location |
|---|---|---|
| 0 actors | Available to members | Available to members |
Description
On April 28, 2024, London Drugs identified a cybersecurity incident impacting its operations, leading to the immediate temporary closure of all its retail locations across Western Canada. The company initiated countermeasures to secure its network and data, including engaging third-party cybersecurity experts to assist with containment, remediation efforts, and a forensic investigation. Internal phone lines were temporarily disabled as part of the investigation, with restoration planned upon completion of the probe. Pharmacy staff remained on-site at all locations to address urgent prescription needs, though customers were advised to visit stores in person for assistance due to the phone outage. London Drugs publicly stated it had no evidence suggesting customer or employee data was compromised but emphasized the incident as its highest priority.
The disruption caused operational impacts across multiple services, including pharmacy refills, photo order pickups, post office access, and online order processing timelines, as reflected in customer inquiries seeking urgent medication access and clarity on service availability. Employees were present at stores but unable to perform regular duties, with some locations displaying closure notices and staff seen waiting outside. London Drugs maintained open communication through its Facebook post, apologizing for inconveniences and acknowledging customer concerns about prescription access, package pickups, and employee compensation during the closure. The company reiterated its focus on resolving the incident but provided no specific timeline for restoration of services or reopening stores. Customer reactions highlighted both frustration over service interruptions and appreciation for the company’s transparency in handling the incident.