Qld Transport warns of long wait as thousands replace driver’s licence after Optus hack

The state government has issued a record 7000 new driving licences to victims of the Optus phone hacking scandal.

Thousands of people affected by the Optus hacking scandal have swamped Transport Department offices on Wednesday morning in a bid to replace their stolen driver’s licence numbers.

Transport Minister Mark Bailey said it had been a challenge as staff at Queensland Transport offices were swamped with requests for new driver’s licence numbers.

“It was a challenging day with the botch up caused by the Optus hacking,” he said.

“We ordinarily do about 30 licence number changes a week but today we did 7000 in the one day,” he said.

Queensland Transport officials warned people to delay replacing their licences after staff reported queues and waiting lines of more than two hours.

More than 10,000 people received letters from Optus this week explaining the hack had stolen their identification details including their birth dates, phone numbers, addresses and driver’s licence details in one of the biggest hacking scams this year.

The state government yesterday made the decision to allow victims of the Optus data breach to change their driver’s licence details after a mass outcry for better data protections and after the telco wrote to customers warning them to “be vigilant”.

Customers have been told they can change their driver's licence number and receive a new driver's licence for free.

The state Transport Department announced the decision after pressure from Queensland customers who wanted to change their driver’s licence details to protect their identities.

A spokesman said Queenslanders who were advised by Optus that their identification documentation was compromised will be offered a new driver's licence and new driver's licence number.

Transport Minister Mark Bailey worked behind the scenes to ensure Optus customers were protected; Shadow Transport Minister Steve Minnikin pushed for the changes.

The replacement licence will be offered free of charge to impacted licence holders.

A Transport Department spokesman said a driver’s licence was a highly secure identity document, but the changes were made to allay any fears.

“While the document is highly secure, some customers who have been impacted are concerned and may wish to get a new driver's licence number,” the spokesman said.

The state set up a dedicated hotline [phone] for those requiring immediate advice or support. It will operate Monday to Friday from 8am to 4.30pm, excluding public holidays.

To get a free new driver’s licence, Optus customers should take their Optus data breach notice or written notification from an enforcement authority like Queensland Police to a Qld Transport and motoring customer service centre along with evidence of their identity.

Their card will be replaced free of charge and it will be sent via mail.

A southside businessman, who did not want to reveal his identity, welcomed the news and said he had been left reeling on Monday, after he was told he could not change his driver’s licence number despite his private details being stolen in the Optus scandal.

The businessman, who once operated a statewide company, said he wanted to change his driver’s licence number after being sent a letter from the telco on September 24 telling him he had been a victim of a cyber attack.

The Optus letter, signed by Optus CEO Kelly Bayer Rosmarin, warned the businessman to be “extra vigilant at this time” even though the telco said it had acted immediately to shut down the scam and protect customers’ information.

But the former Optus customer was left frustrated after his request for the change was refused when he went to a TMR customer service centre in Brisbane.

He said he was relieved he would now be able to change his identification details and stop possible identity theft.

“I was told on the phone by Optus and then by the Transport Department I could get my driver’s licence details changed to protect myself but I might have to pay a fee, which I was happy to do,” he said.

“But when I got into the Transport Department office I was told that it was not possible to get my details changed unless I had been the victim of fraud.

“It was just ridiculous but this is good news.”

A copy of a letter to an Optus customer

“As a former Optus customer this has resulted in the disclosure of some of your personal information,” the emailed letter said.

“Importantly, no financial information or passwords have been accessed. The information which has been exposed is your name, date of birth, email, phone number, address associated with your former account, and the numbers of the ID documents you provided such as driver’s licence number or passport number.

“No copies of photo IDs have been affected.”

News of Tuesday’s Transport Department decision on the licences was welcomed by northside resident and former Optus customer Louise Katif who had considered travelling to New South Wales to get a southern driver’s licence to safeguard her personal details.

Shadow Transport and Customer Services Minister Steve Minnikin also welcomed the news and said drivers affected by the Optus hacking scam should be eligible to apply for their driver’s licence number to be changed even if they were not victims of fraud.

Mr Minnikin said driver’s licence holders in New South Wales were able to change their licence number without having been victims of fraud.

He said he was glad the Transport Department had fast tracked the approval process for those with affected driver’s licences.

“It’s ridiculous that a person has to actually be fleeced before they can change their name on their licence,” Mr Minnikin said.

“Queensland does not have the sophisticated customer service app that New South Wales has but even if the government allows Optus-affected people to be dealt with immediately would be a step forward.”

Optus was also contacted for comment.