Optus data breach: How to get replacement passport, driver’s licence, Medicare cards

Have you had your personal information stolen in the Optus cyber attack but unsure what to do next? Take a look at how you can take back some control.

Millions of Australians have been left in the dark about what to do with important documents after their personal details were stolen during the Optus cyber attack 12 days ago.

The stolen information included contact details, as well as passport, driver’s licence and Medicare cards, leaving many unsure if they should chance anything.

Optus customers were left fuming over a text message they received from the telco giant on Sunday night, which left some with more questions than answers.

The text was general in nature and sent to everyone impacted by the breach.

“Cyberattack update: Confirming only the licence number on your Driver Licence was exposed, not the card number. Your State or Territory government will provide advice on any action that you may need to take via their website,” the text from Optus read.

A text message sent to Optus customers on Sunday October 2, 2022. Picture: Twitter

WHAT OPTUS CUSTOMERS CAN DO

If people are concerned about their identification documents, here are some steps they can take to gain control of the situation.

Replacing the important documents, such as a passport, is something affected customers can do to better protect themselves from identity theft.

People who are concerned about identify fraud can contact moneysmart.gov.au or the Australian Information Commissioner for more information.

REPLACE PASSPORT

Optus will cover the costs of replacing passports for customers' affected by the data breach.

The Department of Foreign Affairs and Trade said customers affected by the breach could use their current passports for travel but warned the details “may be misused to commit identity fraud”.

There are several ways people can get a replacement passport, which Prime Minister Anthony Albanese said Optus would cover the cost of.

Firstly, you can go through the passport renewal or replacement portal and fill out the necessary steps.

Secondly, visit your local Australia Post office and collect a form, or print one from online, and fill it in.

Or contact an Australian diplomatic or consular mission.

DFAT said the Australian Passport Office was working with Optus to finalise the arrangements of covering the cost for a replacement.

REPLACE MEDICARE CARD

Australian affected by the Optus cyber attack can get their Medicare cards replaced for free.

Services Australia will allow people to replace their Medicare Card for free if their card details have been exposed.
Contact the Scams and Identity Theft Help Desk if you believe there has been any unauthorised activity on your Service Australia accounts.

REPLACE DRIVER’S LICENCE

The latest communication Optus customers received was advising them that their driver’s licence number was, but not the card identification number.

It has left many people wondering what that means exactly.

Most states and territories have indicated they would replace driver’s licences for customers at risk of identity theft.

The process differs for each state, so those affected should contact their respective transport departments.

Affected NSW residents can be issued with a digital licence with an interim card number via the Service NSW app.

People can apply via Service NSW’s website, by calling 13 77 88 or by visiting a Service Centre.

It will cost $29. Optus will contact customers regarding reimbursement plans.

🔷Optus breach-update#4🔷

Thankfully we have a digital driver licence in NSW that gives people the option to respond faster to ever changing events.

See SMH story on why about 16,000 people in NSW will have to replace their licence compared to over 500,000 in some other states. pic.twitter.com/mXdnLOiquG

— Victor Dominello MP (@VictorDominello) September 30, 2022

Victorians are also able to get a free driver’s licence replacement if they have been caught up in the Optus cyber attack.

A special online replacement portal, separate to the usual licence renewal platform, has been created.

It is understood the government is requesting Optus to cover the replacement costs.

ACT residents who have been deemed at risk of identify fraud will be contacted by Optus by the end of the week. If so, they will be eligible for a replacement driver’s licence, with the cost to be covered by Optus.

In the ACT, licences have two ID numbers on them, the card and licence number — both are needed to verify identity.

People can apply for a replacement licence via Access Canberra online, by calling Access Canberra’s Resolution and Support Team on 13 22 81 or in person at an Access Canberra Service Centre.

Queenslanders affected by the breach can get free replacements but will need to attend a Transport and Main Roads service centre in person and show their breach notice, as well as identification.

For more information, call the hotline on 3097 3108.

RE OPTUS HACK -

Good news for Queenslanders.

New licences, with new numbers, with be provided free of charge to Queenslanders impacted by the Optus breach.

Please attend a @TMRQld Customer Service Centre with documentation during open hours… 1/2

— Mark Bailey MP (@MarkBaileyMP) September 27, 2022

NT residents who have been affected will have the fees for their replacement licence waived, the NT government said last week.

Affected customers will need to attend the Motor Vehicle Registry in person and show their notice from Optus. Those in regional or remote NT are urged to contact MRV via 1300 654 628.

As with ACT, NT driver’s licences have two numbers that are needed to verify identification.

Tasmanians affected by the Optus data breach will also have their fees of replacement waived.

Affected residents must visit a Services Tasmania centre with proof of identity and confirmation of their Optus breach.

WA residents who have been affected will be able to get new driver’s licence cards and numbers for free.

They need to visit a Department of Transport service centre, show proof of identification, confirmation of Optus breach and their current driver's licence.