Confusion as Optus hack victims seeking new licences ‘turned away’ by Service NSW

Victims of the Optus hack attempting to replace their driving licences have reported being turned away from service centres.

Victims of the Optus hack attempting to replace their driving licences have reported being turned away from Service NSW centres amid widespread confusion over the process.

On Tuesday, the NSW, Victoria and Queensland state governments announced that Optus customers whose details had been exposed in the massive data breach could apply for replacement licences.

Nearly 10 million Australians have had their data compromised in the cyberattack, with passport details, addresses and dates of birth also accessed by the hackers.

NSW Customer Service Minister Victor Dominello said on Tuesday that Optus would notify customers in coming days if their licence number was stolen during the attack.

When we hand over copies of our driver's licence - we “over-share” personal information that could potentially compromise our security - see previous post ➡️ https://t.co/4SCWnOrWsg

Recently @Optus informed the Australian public of a major cyber-attack. pic.twitter.com/V4Ylf5UEsx

— Victor Dominello MP (@VictorDominello) September 26, 2022

The NSW government issued instructions for customers to apply for a replacement licence.

“Customers who are notified by Optus that both their driver licence number and their driver licence card number have been compromised are strongly advised to apply for a replacement licence,” Mr Dominello wrote on Twitter.

“Behind the scenes the NSW Department of Customer Service, Transport for NSW, Cyber Security NSW, ID Support and Registry of Births Death and Marriages – are working with Optus to make the process of reissuing of NSW identity documents as seamless as possible.”

But a number of Twitter users replied to the Minister that they had been turned away or given conflicting information.

“Service NSW are denying all applications for new licences due to the Optus breach,” one wrote. “They refused to accept my paperwork despite having a police report. Can you please escalate to get this policy changed?”

Another said, “I went to Service NSW yesterday with documentation including police report and individual email from Optus to replace drivers licence number and was told that Service NSW had received email from Transport NSW to not replace licenses due to Optus data breach. Going around in circles.”

One person, who asked not to be identified, provided news.com.au online chat messages with a Service NSW representative who also appeared to give confusing information.

Nearly 10 million customers may have been affected. Picture: Gaye Gerard/NCA Newswire

“If you have the email sent from Optus stating that your licence details has been exposed … please attend your local center along with your proof of identity and mention so that the staff will assist you with the process of changing the licence number including card,” the representative wrote.

The person responded, “I’ve got the email but I saw this morning many people are going to centres and getting turned away.”

The rep then said they had received a new update.

“Our internal team is advising to replace licence card instead of changing the licence number which can be done online,” they wrote.

“This could be possible reason why people has [sic] been returning back from center. Only customers who are concerned their identity has been compromised can contact ID Support NSW on 1800 001 040 so that they will check and confirm weather [sic] you need to change licence number or just card.”

The rep said because the Service NSW centres “have so many other transactions to do, most of the customers with the similar issue causing issue at center”.

“Were [sic] as most of them require just licence replacement which can be done online,” they wrote.

To apply, residents with a digital driver licence should head to the Service NSW app, where an interim card number, which can be used instead of a plastic licence card, will be instantaneously issued.

A new plastic licence card will then be issued and sent to the home of the resident within 10 business days.

Those applying for a new card will have to front the $29 replacement fee, but “reimbursement advice will be issued by Optus to customers in the coming days” according to Mr Dominello.

Service NSW said it is experiencing higher than usual volumes of enquiries at Service Centres across the State.

“We apologise for any inconveniences caused and appreciate customers’ patience at this time,” a spokeswoman said.

“The NSW Government is working with Optus to support affected customers following the recent Optus cyberattack.

“Customers will receive notifications from Optus on the necessary remediation activities.

Most customers will not need a new licence or card number.”

She added those customers who receive notifications from Optus encouraging them to replace their licence can do so immediately.

“The replacement licence will include a new card number for customers and can be sent to customers in a matter of weeks with the Digital Driver Licence updated in a matter of hours,” she said.

“New rules which came into effect on 1 September 2022 require both a NSW driver licence number and card number to pass a National Document Verification Service (DVS) check.”

A DVS check is used by institutions such as banks and Service NSW to verify a person’s identity.

Replacing a driver licence in NSW will provide customers with a new card number, protecting them from unauthorised DVS checks using the old card’s information.

“Only customers who believe they have been the subject of genuine identity theft or fraud should apply for a request for a new driver licence number,” she said.

Customers can replace a NSW driver licence online or by visiting a Service NSW Service Centre.