On Saturday, nearly a week after a cyber incident forced the closure of London Drugs stores across Western Canada, the company said it would gradually re-open core services in stores.

"We are pleased to announce that we are gradually re-opening stores in a secure, safe and orderly manner to take care of our customer’s needs,” said Clint Mahlman, President and Chief Operating Officer. "We are grateful for the patience and support of our customers and suppliers as we work to bring all services and systems at our stores back to full operation following this cybersecurity incident."

According to a statement by the company, the re-opening will take time, in order to ensure systems are working and ready to serve customers.

"We ask for patience as we work with each store to ensure it is operating fully to meet the needs of our customers, and therefore we will not be communicating which stores are opening and when. As we have communicated over the last few days, our store systems are complex and connect with multiple third-party provider systems, all with different requirements."

The company added that it continues to work with third-party cybersecurity experts to bring its systems online safely and securely.

"This is a time-consuming process and, rather than delay until all services and systems are fully available, we have opened our core services in some stores to meet the healthcare and everyday needs of our customers as soon as possible. We will be bringing other services and systems on board as soon as our reconnection work is complete, and they are fully operational."

According to London Drugs, any systems they are using have been thoroughly tested for safety and verified by third-party cybersecurity experts.

"We are only turning on systems we have full confidence are safe and secure. At this point in the investigation, there is no evidence that any customer databases have been compromised, including our pharmacy patients and LDExtras members' databases. In the event our ongoing investigation later determines that personal information was impacted, we will notify affected individuals in accordance with privacy laws."

Currently, London Drugs Pharmacists are on-site at all store locations to assist with emergency prescriptions and other urgent care. Other services that have re-opened include Canada Post locations within stores, as well as The Insurance Services Call Centre, which is open and helping customers with insurance needs. London Drugs’ Customer Care is also available at 1-888-991-2299. 

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