Improving donor data security

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How the Blood Service dealt with a donor data incident and what we’re doing to strengthen our security.

On 26 October last year the Blood Service became aware that a file containing donor information from our website’s online appointment form was placed in an insecure environment by a third party provider that develops and maintains the Blood Service’s website. The file contained registration information of 550,000 donors who requested blood donation appointments using the online form between 2010 and 2016.

The file did not contain the detailed donor medical information stored on our National Blood Management System, nor was it connected in any way to that system or to any customer ordering systems or information.

After forensic investigation, we confirmed that the data file was accessed by only two people who subsequently informed the Blood Service, through an intermediary, of their access. The investigation also showed that the accessed copy and that all other known copies of the data have been deleted.

At the Blood Service we take the privacy and security of the information we hold incredibly seriously and were deeply disappointed that this happened. Immediately upon learning of the leak, we strengthened our security — including removing the vulnerability and removing the data from our non-production website — engaged national identity and cyber support service IDCARE, informed our donors by text message and email, and went to the national media with a press release and press conference apologising unreservedly to our donors. We also set up a dedicated information website, info.donateblood.com.au, and a hotline for donors to email or call with questions. In the first two weeks of its operation we received and answered over 4,000 enquiries from donors.

Following these immediate actions, we mobilised a team of security experts to conduct a forensic analysis of the incident and to continue to implement enhancements to our security environment. We also established a taskforce, including independent experts, to conduct a thorough investigation of our governance and security structures. That investigation has already provided recommendations that we’re in the process of implementing.

Of course, as this was a national news story, there was fear that donor numbers and the blood supply could be affected. Fortunately for blood customers and their patients, we have an incredibly generous group of volunteer blood donors. Inventory and appointments remained strong following the public announcement, with many donors contacting us or using social media to say that they would continue to help supply the 25,000 donations needed every week in Australia. Then and today, donors continue to show their support in the best way possible, by donating — and for that we are incredibly grateful.

Even though the event did not significantly affect collections and the data file was only accessed by those two individuals, this event was ultimately a valuable prompt for us at the Blood Service to reassess every process we use to secure donor information and other sensitive data. It’s also a cautionary tale for all organisations in Australia that manage the sensitive information of individuals.

Moving forward, we’re looking forward to being at the leading edge of our field in data security for our customers, our stakeholders, our donors and the patients who receive our products. To enable this, we’re analysing how this could have occurred and improving our systems and processes to ensure nothing like this ever happens again.

To learn more about the situation and our response, visit info.donateblood.com.au