Friday, 05 July 2019 09:41

MYOB sends 220 pay summaries to wrong person, denies AWS to blame Featured

MYOB sends 220 pay summaries to wrong person, denies AWS to blame Image by Steve Buissinne from Pixabay

Accounting software provider MYOB sent the wrong payment summaries to 220 people via its AccountRight Live cloud-based service, with the error having come to light on 28 June, the company says.

In a statement dated 4 July, sent to iTWire after inquiries were made about the stuff-up, the company said system issues had affected the general performance of AccountRight Live towards the end of the financial year.

Some of these issues, including the backing up of files and sending emails, were beyond MYOB's control, the statement said. The company's statement seems to indicate that these were software-related issues.

The incorrect payment summaries were sent from 1 June to 28 June.

{loadposition sam08{MYOB's cloud provider is Amazon Web Services. When iTWire inquired whether the errors had anything to do with AWS, MYOB denied this was the case.

"We immediately switched off all outgoing payment summary emails to ensure no further incidents occurred, worked methodically to both rectify the glitch and check the emails in the backlog to ensure no further errors," the MYOB statement said.

"A small handful were detected and stopped, while all other payment summary emails have since been released in batches with the final emails to be sent by close of business today (4 July)."

It said it had taken the following steps to mitigate the issue:

  • "Calling impacted customers and working with them to safely and correctly dispose of the misdirected payment summary emails;
  • "Calling impacted employees whose payment summaries were sent to another person and talking them through steps to protect personal identity as well as providing a fact sheet with additional information;
  • "Successfully implementing technical ‘releases’ to ensure the incident does not recur; and
  • "Working closely with the ATO and Office of the Australian Information Commissioner to ensure that all appropriate steps are taken."

MYOB said it had been experiencing a much larger number of calls from users after the introduction of the Single Touch Payroll system.

"To help manage this we doubled the size of the support team to more than 600 people to handle the expected extra call volume. Unfortunately, call volumes are exceeding our expectations, which is driving higher wait times. Our average wait time yesterday was just shy of 30 minutes however we are seeing pockets of time throughout the day where it is getting to the hour mark," it said.


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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.



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