System outage update

Published on 06 February 2020

All customer-related I.T. services are now operational following a systems outage caused by a computer virus.

We’d like to thank everyone for their patience and understanding during this time.

Previous updates on this matter can be found below.

 


Previous updates

17 January 2020

I.T. systems at the City of Onkaparinga are almost fully operational following a systems outage that was caused by a computer virus in December.

CALL CENTRE

Our call centre and customer service counters are operating and available to our community.

PAYMENTS

Online payments are available, along with several other payment options however these are dependent on the invoice type.  Payment options include:

  • Pay online via the payments and permits page 
  • Visit us at one of our customer service points (Aldinga, Aberfoyle Hub, Noarlunga, Willunga and Woodcroft) to pay over the counter. 
  • Call our team on 83840666 to pay on credit card (MasterCard or Visa) over the phone 
  • Use Bpay through your internet banking account
  • Phone Bpoint on 1300 276 468 to pay on credit card (MasterCard or Visa)
  • Phone Australia Post Billpay on 13 18 16 to pay on credit card (MasterCard or Visa)
  • Visit an Australia Post Office near you to pay over the counter

LIBRARIES 

Library members have full access to computers, printing, scanning and photocopying at all of our six libraries. 

The self-service functionality is still unavailable, however we’ve implemented an interim solution to enable you to borrow and return library items.

If you've returned your library items, please ignore any overdue borrowing notifications you have received.

CENTRES

The McLaren Vale and Fleurieu Visitor Information Centre, Arts Centre, Sauerbier House, youth centres and positive ageing centres are open, however we are still working to restore some I.T. systems. 

BIN COLLECTIONS

Bin collections are continuing as normal, with the only change being the introduction of fortnightly green organics bin collections which started on 1 January.

PERMITS

We are currently working through all permit applications. 

If you lodged a permit application between 9 December and 3 January and have not yet received a response, we encourage you to contact our team on 8384 0666 to confirm receipt of the application.

WEBSITE AND SOCIAL MEDIA

Our social media and website are operational and we’ll continue to provide updates on these sites.

Again, we apologise for any inconvenience caused and thank our community for their patience and understanding.

 

6 January 2020

The City of Onkaparinga is now closer to business as usual following the IT systems outage that was caused by a computer virus in December.

The bulk of systems and programs are back up and running and we are now following up on any requests for service that may have been missed during this period.

Forensic investigations still underway indicate that no personal information has been compromised.

We apologise for any inconvenience caused and thank our community for their patience and understanding as we now work through the backlog of work requests and enquiries.

CALL CENTRE

Our call centre is available on 8384 0666 if you have any enquiries.

LIBRARIES

Our six libraries are open for borrowing but, to clarify, library internet, photocopying, printing and scanning services are not yet available in our libraries.

We’re working on this now and will update everyone through Facebook and this website page when they are available.

If you've returned your items, please ignore any overdue borrowing notifications you have received.

PAYMENTS

If you have any payments that need to be made, please use one of the following methods:

  • Use Bpay through your internet banking account
  • Phone Bpoint on 1300 276 468 to pay on credit card (MasterCard or Visa)
  • Phone Australia Post Billpay on 13 18 16 to pay on credit card (MasterCard or Visa)
  • Visit an Australia Post Office near you to pay over the counter

BIN COLLECTIONS

Bin collections are continuing as normal, with the only change being the introduction of fortnightly green organics bin collections.

Find your bin collection dates.

HARD WASTE, MATTRESS COLLECTIONS AND MISSED BINS

Hard waste and mattress collections can now be booked online, and collections will be scheduled from 13 January onwards.

PERMITS

If you lodged a permit application after 9 December, your application is currently being reviewed.

If you have any questions about your permit application, please contact our team on 8384 0666.

2 January 2020

The City of Onkaparinga’s computer systems are close to being fully operational following the IT systems outage that was caused by a computer virus commencing 14 December.

The bulk of systems and programs are back up and running and we are now following up on any requests for service that may have been missed during this period.

Our six libraries are open for borrowing and we hope to restore access to the public computers, printing, photocopying and scanning as soon as possible.

Forensic investigations still underway indicate that no personal information has been compromised.

We apologise for any inconvenience caused and thank our community for their patience and understanding.

CALL CENTRE

We are experiencing a high volume of calls at present, which is not uncommon at this time of year. You may experience longer-than-usual delays in getting through to our call centre over the coming week.

As a result depending on call volume, some calls may be diverted to our regular after-hours service provider which has contact centres in Adelaide, Victoria and NSW. Staff at these centres are experienced and trained to resolve customer enquiries.

As per previous years, over the Christmas break our external provider has provided our call services. But our usual staff are back on deck today. 

PAYMENTS

If you have any payments that need to be made, please use one of the following methods:

  • Use Bpay through your internet banking account
  • Phone Bpoint on 1300 276 468 to pay on credit card (MasterCard or Visa)
  • Phone Australia Post Billpay on 13 18 16 to pay on credit card (MasterCard or Visa)
  • Visit an Australia Post Office near you to pay over the counter

BIN COLLECTIONS

Bin collections are continuing as normal, with the only change being the introduction of fortnightly green organics bin collections.

Click here for bin collection information, noting that the collection search function has not yet been updated with green waste dates (download the PDF under the ‘other search options’ tab). 

https://www.onkaparingacity.com/Services-and-projects/Waste-and-recycling/Bin-collections

HARD WASTE, MATTRESS COLLECTIONS AND MISSED BINS

Hard waste and mattress collections can now be booked online, however you will not receive a confirmation of booking until the week commencing 6 January 2020. Collections will be scheduled from 13 January onwards.

WEBSITE AND SOCIAL MEDIA

Council social media and website are operational.

Further updates will be provided via council's Facebook pages and this page on our website. 

PERMITS

If you lodged a permit application after 9 December, your application will be reviewed after 2 January.

Due to the IT outage, we encourage all permit applicants to contact our team on 8384 0666 to confirm receipt of the application.


24 December 2019

The City of Onkaparinga remains actively involved in technology recovery efforts following an IT systems outage due to a computer virus.

We can confirm that our customer and financial systems are up and running and we are out catching up on any delayed requests for service.

We’re also processing and paying invoices to companies who have done business with council and we’re making progress with bringing other systems back online.

CHRISTMAS CLOSURE

Please click here to find out about our Christmas closure information and emergency contacts during this time.
https://www.onkaparingacity.com/Collated-pages/Christmas-closure-information-and-events

PAYMENTS

If you have any payments that need to be made between 24 December and 1 January, please use one of the following methods:

  • Use Bpay through your internet banking account
  • Phone Bpoint on 1300 276 468 to pay on credit card (MasterCard or Visa)
  • Phone Australia Post Billpay on 13 18 16 to pay on credit card (MasterCard or Visa)
  • Visit an Australia Post Office near you to pay over the counter (check Christmas opening days and times)

BIN COLLECTIONS

Click here for bin collection information over the Christmas and New Year period:
https://www.onkaparingacity.com/Services-and-projects/Waste-and-recycling/Bin-collections

If you think your bin might have missed collection, first visit this page to check the changes to our waste and recycling collection days during the Christmas period.
https://www.onkaparingacity.com/Council/News-articles/Christmas-hours-201920

If you have checked and it appears your bin has been missed, please call us on 8384 0666 to report it.

HARD WASTE, MATTRESS COLLECTIONS AND MISSED BINS

Hard waste and mattress collections can now be booked online, however you will not receive a confirmation of booking until the week commencing 6 January 2020. Collections will be scheduled from 13 January onwards.

WEBSITE AND SOCIAL MEDIA

Council social media and website are operational.

Further updates will be provided via council's Facebook pages and this page on our website. 

THANK YOU!

The entire team at the City of Onkaparinga apologises for any inconvenience caused and thanks everyone for their patience and understanding as we deal with this complex situation.

FREQUENTLY ASKED QUESTIONS

Here are some answers to our most frequently asked questions:

Is my personal information safe?
Early indications are that personal information has not been compromised.

I can’t make it to a council office to pay a bill or fine; will I be penalised for a late payment?
No.

I’ve recently done work for council and have submitted an invoice; when will I be paid?
Our finance systems have been reinstated and invoices will be processed in line with our current payment terms and conditions.

I have applied for a permit; when will I receive a response about this?
If you’ve lodged a permit application after 9 December, your application will be reviewed after 2 January. Due to the I.T. outage, we encourage all permit applicants to contact our team on 8384 0666 after 2 January to confirm receipt of the application.

Can I still arrange a beach access permit for driving on the beach?
During the Christmas period, beach access permits can be obtained from the McLaren Vale and Fleurieu Visitor Information Centre, every day except Christmas Day (note, the centre closes early at 2pm on 24 December).


19 December 2019

Important news about bin collections, waste services and other council services.

The City of Onkaparinga remains actively involved in technology recovery efforts following an IT systems outage over the weekend. At this time, council has reinstated email services via mobile devices and is restoring services across the organisation on a priority basis according to most critical need. It is not yet known how long it will take to reinstate all IT systems. 

Here is some important information for our residents:

  • HARD WASTE, MATTRESS COLLECTIONS AND MISSED BINS - Due to our ongoing systems outage, we are experiencing operational difficulties which means that any hard waste and mattress collections you have booked with us may be delayed. If you have a hard waste, mattress or kerbside bin collection missed, please contact our Customer Relations team on 8384 0666.
  • BIN COLLECTIONS - Due to the extreme weather this week please put your bins out the night before your normal collection day. Our drivers will be commencing collections earlier than usual at 5.30am each morning during the hot weather.
  •  PHONE ENQUIRIES - Telephone enquiries can be received via our usual contact phone number 8384 0666.
  • LIBRARIES - Council libraries are open for borrowing.
  • WEBSITE AND SOCIAL MEDIA - Council social media and website are operational (UPDATE – customer requests are now available on our website).
  • PAYMENTS - Council payments can only be made in person at our offices.

Delays in responding to enquiries may also be experienced.

Further updates will be provided via council's Facebook pages and this page on our website. 

The entire team at the City of Onkaparinga apologises for any inconvenience caused and thanks everyone for their patience and understanding as we deal with this complex situation.

Here are some answers to our most frequently asked questions:

Is my personal information safe?
Early indications are that personal information has not been compromised.

My bin collection has been missed; how do I organise for it to be collected?
If your bin hasn’t been collected please contact our Customer Relations team on 8384 0666.

I have booked a hard rubbish collection; will it still be collected?
Due to our ongoing systems outage, we are experiencing operational difficulties which means that any hard waste and mattress collections you have booked with us may be delayed. If you have a hard waste or mattress collection missed (which has been booked), please contact our Customer Relations team on 8384 0666.

I can’t make it to a council office to pay a bill or fine; will I be penalised for a late payment?
No.

I’ve recently done work for council and have submitted an invoice; when will I be paid?
Our finance systems have been reinstated and invoices will be processed in line with our current payment terms and conditions. If you have any questions call 8384 0666.

I have applied for a permit; when will I receive a response about this?
If you’ve lodged a permit application after 9 December, your application will be reviewed after 2 January. Due to the I.T. outage, we encourage all permit applicants to contact our team on 8384 0666 after 2 January to confirm receipt of the application.

Can I still arrange a beach access permit for driving on the beach?
Yes. Simply visit any of our offices (Aberfoyle Park, Aldinga, Noarlunga, Seaford, Willunga, Woodcroft).

During the Christmas period, beach access permits can be obtained from the McLaren Vale and Fleurieu Visitor Information Centre, every day except Christmas Day (note, the centre closes at 2pm on 24 December).

I recently applied for a job; was my application received?
If you applied for a job and did not receive an automated response, please phone 8301 2743.

IF YOU HAVE ANY FURTHER QUESTIONS PLEASE PHONE 8384 0666.

18 December 2019

Important news about bin collections, waste services and other council services.

The City of Onkaparinga remains actively involved in technology recovery efforts following an IT systems outage over the weekend. At this time, council has reinstated email services via mobile devices and is restoring services across the organisation on a priority basis according to most critical need. It is not yet known how long it will take to reinstate all IT systems. 

Here is some important information for our residents:

  • HARD WASTE, MATTRESS COLLECTIONS AND MISSED BINS - Due to our ongoing systems outage, we are experiencing operational difficulties which means that any hard waste and mattress collections you have booked with us may be delayed. If you have a hard waste, mattress or kerbside bin collection missed, please contact our Customer Relations team on 8384 0666.
  • BIN COLLECTIONS - Due to the extreme weather this week please put your bins out the night before your normal collection day. Our drivers will be commencing collections earlier than usual at 5.30am each morning during the hot weather.
  • PHONE ENQUIRIES - Telephone enquiries you can be received via our usual contact phone number 8384 0666.
  • LIBRARIES - Council libraries are open for borrowing.
  • WEBSITE AND SOCIAL MEDIA - Council social media and website are operational (excluding online payments and e-services).
  • PAYMENTS - Council payments can be made at our offices.

Other services will have either variable availability or no availability until the issue is resolved.

Delays in responding to enquiries may also be experienced.

Further updates will be provided via council's Facebook pages and our website www.onkaparingacity.com

The entire team at the City of Onkaparinga apologises for any inconvenience caused and thanks everyone for their patience and understanding as we deal with this complex situation.

16 December 2019

The City of Onkaparinga has experienced a major outage of IT systems over the weekend, commencing on Saturday 14 December.

As a result, our email and network services (including online payments) are affected.

Council's social media pages and websites are still operational.

The outage has been caused by a new virus that was not detected by our firewall.

The council is now taking steps to restore services however it is not yet known how long this will take.

The following services are still available to our residents:

  • Waste collection services will continue this week; however they will start earlier in the morning due to the forecast extreme weather. Residents are encouraged to ensure their bins are put out the night before they are scheduled to be collected.
  • Telephone enquiries can be received. 
  • Council libraries are open for borrowing.
  • Council social media and website.
  • Council payments can be made at our offices.

Residents are encouraged to monitor council's social media and website for updates.

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