More than three weeks after a devastating ransomware attack that forced Toll Group to take its systems offline, the logistics company is slowing reinstating its systems in a “deliberately cautious approach” that has frustrated customers.

In a notice on its website dated 19 February, Toll says it expects the “majority” of its MyToll online booking system functionality back up by the end of next week, including parcel tracking.

“Having prioritised customer-facing and other critical systems, we have many of our customers back online and operating essentially as normal, including through large parts of our global cargo forwarding network and across our logistics warehouse operations around the world,” a Toll spokesperson told Information Age.

Full service on MyToll parcels and booking tracking is being “progressively reactivated”.

“It’s been a deliberately cautious approach that’s been pivotal in ensuring we manage, in an orderly and methodical way, the secure reinstatement of many of our platforms following the decision at the outset to deactivate systems as result of the ransomware attack,” the spokesperson said.

“This was the prudent thing to do for our customers and our people, although it’s not a decision you arrive at lightly given it involves up to 500 applications that support Toll’s operations across 25 countries.”

Missing parcels

Following one of the largest ransomware takedowns in Australia to date, Toll continues to be dogged by complaints the system is cannot display where a parcel is in the system.

Comments left on Information Age suggest the inability to locate a parcel is causing the most frustration amongst customers.

“My parcel left the supplier on 28 January and Toll has no idea where it is or when it will be delivered,” wrote Rob Stanfield.

Another reader, Gary Ip, said his shipment arrived in Sydney on 28 January but after the driver missed him on delivery, he’s had no joy getting his hands on his goods.

“I called them to see whether I could arrange to pick it up from the depot, sorry NO.

“I asked if they could give me a call when here [at my premises], sorry NO.

“Asked what can be done to get the parcel, the answer is, sorry NO.

“So, the parcel is still somewhere out there.”

Toll acknowledged there were still some issues with wayward parcels and tracking.

“Some of our customers continue to be affected and we’re doing everything in our power to get them moving as a matter of priority and, importantly, when it’s safe to do so.

“We’re also turning our attention to the backlog of work resulting from the incident.”

A notice on the Toll website states: "Track and trace information is available for some service bookings after 19 February 2020. Historical shipment and tracking data for bookings after Thursday 30 January, will be gradually updated and available on MyToll for customers."

Are you a Toll customer? How has this incident affected you? Leave a comment below.