National Health Advisory - Tu Ora Compass Health Cyber Incident Response Update

16 Oct 2019


Kia ora koutou katoa,

The Ministry activated National Health Coordination Centre (NHCC) remains in place to manage the health system's response to this incident and is continuing to work with Tû Ora Compass Health, the wider primary healthcare sector - as well as other Government agencies to strengthen information system security.

Contact Centre

0800 499 500 and an international contact number (+64 6 927 6930) was operational from 1500hrs, 3 October 2019 and staffed by Ministry contact centre customer service representatives (CSRs)

There will be a 0800 499 500 available 0600 -2200 hours and Saturday to Sunday 0700 - 2200 hours. Total number of calls to the 0800 number that have been managed by a CSR is 83.

The National Telehealth Service (NTS) is supporting the response through counselling services to the public via 1737.

At this time three public calls have been referred to the dedicated 1737.

Staffing for both services will be determined by call volume as we progress through the week.  In the event of high call volumes, overflow will be routed to the Ministry of Social Development contact centre.

Primary Health Care Sector Engagement

The Ministry has contacted all Primary Healthcare Organisations (PHO's) to ensure they have the most up-to-date information on how to access support and information when required.

Tû Ora is continuing to respond to any media enquiries and is working closely with the impacted primary health organisations.

The Ministry is monitoring public and sector response and are dealing with each enquiry from the public or the sector.

Update on Sector Assurance

All District Health Boards (DHBs) and PHOs are to respond to the request that they confirm they have appropriate security and privacy controls in place.  Final responses are due by COB today 9 October 2019.

The responses are being analysed and follow up activity, including independent security assessments, are being planned by the Ministry, if required.

Thank you for continuing to work with NHCC.  If you have any further information or need support in anyway, please email us via or 04 816 3431.

Call Centres details are as follows;

Free phone from within New Zealand - 0800 499 500 or +64 6 927 6930 internationally

Hours of operation are Monday to Friday - 0600 -2200 hours and Saturday to Sunday 0700 – 2200hrs

Tû Ora Compass Health’s website -

Ngâ mihi nui,

Murray Mills
Response Manager