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Free Replacement of Passport for Eligible Optus Data Breach Customers @ Australian Department of Foreign Affairs and Trade

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Free Replacement of Passport for Eligible Optus Data Breach Customers @ Australian Department of Foreign Affairs and Trade
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Taegukgi on 30/09/2022 - 12:57 passports.gov.au (15049 clicks)
Last edited 14/10/2022 - 19:06 by 4 other users

For those affected by the Optus data breach.

Announcement by Anthony Albanese on Facebook.

An important update for all Australians on the Optus security breach.

After actions taken by myself, Penny Wong - Senator for SA and Clare O'Neil MP, Optus has agreed to pay for replacement passports for those affected by the data breach.

From DFAT page:

If I decide to get a new passport, will I need to cover the cost?

Optus has indicated it will cover the costs of replacing affected customers’ passports. On 30 September, the Prime Minister confirmed that Optus will cover costs for affected customers wishing to receive a new passport due to the breach. The APO is working with Optus to finalise these arrangements. Optus will contact customers that are affected.

Update 14-Oct-2022

Information copied from the Optus Website regarding passport information

Do I need to replace my Passport?

For Australian passport holders, the advice from the Department of Foreign Affairs and Trade (DFAT) is that you do not need to replace your passport.

For New Zealand passport holders with concerns, contact New Zealand Internal Affairs (NZIA).

For International Passport holders, Optus is working with the Department of Home Affairs to provide advice to these customers. You will be contacted if you need to take any action.

To help you identify the numbers this article refers to, please visit our ID Document Number reference guide.

Australian Passport Holders

There are four groups of customers with Australian passport information exposed. If Optus contacts you, we will notify you of the group to which your circumstances relate.

If you remain concerned, for Australian Passport holders there are specific circumstances where we will provide reimbursement to eligible customers to replace their passport. This process will be formalised in the coming week. Please contact us then for more information.

Please read the website for more information at https://www.optus.com.au/support/cyberattack/passport-inform…

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Related Stores

Australian Passport Office
Australian Passport Office
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Comments

    • nk7 on 30/09/2022 - 13:58

      If I need a new passport because of the breach but I have already booked travel in the next few months, what am I meant to do?

      • em on 30/09/2022 - 14:30
        +2

        There’s a spot on the form where you input your travel date if it is within the next couple of months.

        • nk7 on 30/09/2022 - 15:23

          Thank you!

  • branners on 30/09/2022 - 13:12
    +1

    One assumes that as part of covering the cost of replacing a passport, Optus will provide customers with a credit against future charges.
    But what happens for former customers?

    • Cousin IT on 30/09/2022 - 13:28

      It may not work that way, they might get a direct bulk payment going Optarse direct to Government.

      It appears they know which passport numbers were leaked and the Dept. Of Foreign Affairs might be given the details and then it's automatic.

  • mrtee on 30/09/2022 - 13:13

    How does one find out if they're information has been breached?

    • kehuehue on 30/09/2022 - 13:15

      you will get an email telling you what info was breached

    • Sheng on 30/09/2022 - 13:16
      +2

      Guide here from Whirlpool. You need a desktop to make easier. Takes 2 mins to do. You can see whether they use driver license or passport as point of reference and added to the data base.

  • Do I NeedThis on 30/09/2022 - 13:13
    +1

    I haven't received any email from Optus and I have a broadband plan with them. However, my wife who had a prepaid mobile for a month last year received email saying name, date of birth and address has been leaked. No other info on passport/driver's licence. Does this means I am not affected and the wife don't need to replace drivers licence or the passport ?

    • pw2002au on 30/09/2022 - 13:15
      +7

      It means optus still has no idea I suspect.

    • Aceunreal on 30/09/2022 - 13:20
      +1

      I’m on a similar boat and would like to know as well. I’m an Optus Broadband customer for 18 months now and I have received no communication from Optus 🤔

    • SabreTooth23 on 30/09/2022 - 13:44

      The email I got from Optus says: it is important to know that Optus network and Optus services including mobile and home wifi arent sffected and no passwords were compromised,so our services remain safe use and operate as per normal.

    • Typical16-bitEnjoyer on 30/09/2022 - 14:38

      Same. 2x different accounts. Different emails and ID used. No Optus email received for either. One of those accounts is active too!

  • nGu on 30/09/2022 - 13:14
    -1

    OH for ****s sake literally just got it renewedjkbdsknsdf

    • Larsson on 30/09/2022 - 13:37
      +11

      umm so you are safe than? I don't get what you are complaining, they were never going to pay for your not-leaked passport mate.

  • Gotchas on 30/09/2022 - 13:15

    Will it work on expired passport’s for renewals?

    • rmk on 30/09/2022 - 13:17
      +2

      I doubt an expired passport would be applicable as that number is no longer valid. You get a new number when you get a new passport.

    • slappy on 30/09/2022 - 13:18
      -1

      Yes, mine has expired. Ex-Optus customer
      Wondering I can get it renewed on Optus

      • Larsson on 30/09/2022 - 13:39
        +2

        true ozbargainers looking to take advantage of an unfortunate situation and potentially congesting the ways for everyone else.

        you are the smartest mate.

        • Gotchas on 30/09/2022 - 13:45
          +2

          Correct

    • BargainKen on 30/09/2022 - 15:48
      +2

      If it can be used for the purposes of identification regardless of whether its expired then it should be covered. The validity date on the passport is only really relevant if your travelling somewhere.

      Edit: Googling around a few places to see what requirements are for 100point ID check, a Current or Expired passport within the last 2 years is still valid for of ID

      Examples:
      https://www.health.nsw.gov.au/art/Documents/100-point-id-che…
      https://www.afp.gov.au/sites/default/files/PDF/NPC-100PointC…

      IMO Optus should be paying for the renewals as an expired passport within the last two years can still be used as a valid form of identification.

  • USER DC on 30/09/2022 - 13:16
    +2

    Just a reminder If you didn't give Optus your passport, You probably do not need to get a replacement, and cause a further backlog to already long waitlisted passports

    • Windows98 on 30/09/2022 - 13:17
      +1

      Yea but they get a sweet new passport with a later expiry date..

      • USER DC on 30/09/2022 - 13:17
        +2

        a later expiry date ?

        Sure about that ?

        • Windows98 on 30/09/2022 - 13:18
          +3

          Not anymore 😳

      • nightelves on 30/09/2022 - 13:51

        Yeah would like to know if this is the case as well.

    • Sheng on 30/09/2022 - 13:17
      +2

      Wonder what expiry it the passport. Depending on your previous one? Say if you have a 10 year will they replace it with 10 year?

      • USER DC on 30/09/2022 - 13:30

        IMO I think it will be replaced with the same expiry date as current passport, and if it is expiring soon, then you'll need to pay for new expiry date. (similar to how driver's licence renewals are working)

        • rmk on 30/09/2022 - 13:32

          Yeah they will do them as a replacement as that’s cheaper and it will be until your original passport expires

          • nightelves on 30/09/2022 - 13:52

            @rmk: So it's not actually a date extension on your passport?

            • USER DC on 30/09/2022 - 16:23

              @nightelves: I dont think optus would be willing to pay for people's passport extensions, nor would government want to encourage citizens to further add to backlog on passports process unnecessarily.

            • rmk on 30/09/2022 - 20:01

              @nightelves: No

              Cut and paste from the passport office -

              If you need a new passport more than two years before your current passport is due to expire, and if your current passport hasn’t been lost, stolen or suffered major damage, you may be eligible for what we call a ‘replacement’ passport.

              Replacement passports generally cost less than normal passports.

              Instead, a replacement passport is valid only until the expiry date of the passport it replaces.

              Example: On 1 March 2016, we issued John a standard 10-year passport valid until 1 March 2026. In 2018, he changed his name to Fred. On 9 May 2018, we issued Fred a replacement passport. The replacement is valid until the expiry date of the passport it replaced, that is, until 1 March 2026.

  • dufflover on 30/09/2022 - 13:18
    +1

    Lucky the passport I used back in the day I still used Optus has since expired. Though from the wait times maybe I should get in the line now anyway in time for the next expiry :P

  • aspirepranesh on 30/09/2022 - 13:24

    Far out!

    Just renewed it last week after the breach as it was due for renewal.

  • jksk13 on 30/09/2022 - 13:24
    +1

    Because so many people are now going to be renewing their passports, does this mean in ~10 years time there will be a massive influx again (and long wait times) to renew for a second time?

    • muncan on 30/09/2022 - 23:32
      +2

      Don't worry, there will likely be a bigger data leak before then

    • muppet on 01/10/2022 - 07:04

      That won't be the case if they kept the same expiry.

    • Larsson on 30/09/2022 - 13:27
      +4

      did you read the statement? Optus has agreed to pay for replacement passports for those affected by the data breach.

      where are you getting your claim from and what do you have to support this?

  • Larsson on 30/09/2022 - 13:26
    +6

    Optus keeps saying we will do this and that and we will pay for this and that, there is zero guidance on how yet.

    Whose keeping track of their claims and whose keeping them accountable right now?

  • rmk on 30/09/2022 - 13:28
    +1

    We need to hear from Optus how they are going to this. My passport is my primary ID.

  • snoopydoop on 30/09/2022 - 13:28
    -3

    If mine's about to expire, can I use this as a method of getting a free renewal? Or should I just renew as normal (and will that update the document number?)

    • GG57 on 30/09/2022 - 14:22

      If you get a new passport to replace an expiring passport, the new passport has a different number.

  • fusion17 on 30/09/2022 - 13:29

    So everyone now knows how to see what details they signed up with via https://whirlpool.net.au/wiki/optus_sept_2022_breach

    How do you find out if youre one of the extra unfortunate 10,200?
    Do we have to wait for optus to contact us?

    • snoopydoop on 30/09/2022 - 13:30
      +2

      I don't think that works anymore, the details say XXXXXXX

      • MrMoo on 30/09/2022 - 13:32

        My details also say XXXX. They may have updated it since the method was released.

        • fusion17 on 30/09/2022 - 13:33
          +1

          (As of 30th September 2022, identity document information has been sanitised and no longer shows when looking at the below API endpoints – they now show 'XXXXXX' against indentType and indentValue instead of 'Driving Licence' and license number for example)

          Damn.

          • dave78234 on 30/09/2022 - 14:34

            @fusion17: question though … if you now see XXXX, does that mean it had the real data when they were breached?

  • Kas on 30/09/2022 - 13:31

    For those affected by the Optus data breach.
    Question is how do we find who is affected or not? do optus sent email to everyone who is affected?

    • rmk on 30/09/2022 - 13:34
      +1

      Most people have already received emails. I got one a few days ago. I’m a former customer.

  • Yankyviking on 30/09/2022 - 13:35

    Will it also change the expiry dates for drivers licenses and Passports? Also, if we apply for a passport, can we continue to travel until we have the new one?

    • Rain Cloud on 30/09/2022 - 13:51
      +1

      Pretty sure passports are cancelled once you apply for a replacement/renewal. Driver licence expiry stays the same.

      • Yankyviking on 30/09/2022 - 13:54

        Current wait time for the passports is nearly 4-5 months which will increase so not a good idea to apply for a new one and get stuck during the holidays. Better to put a ban on our credit files for now.

        • Rain Cloud on 30/09/2022 - 13:57

          Im fairly sure i havent used my passport as ID for over 10 years so any passport number they have of mine has long expired

  • drfuzzy on 30/09/2022 - 13:38
    -7

    I want to see Penny Wong to donate her Saturday mornings to processing the passport backlog.

    • Larsson on 30/09/2022 - 13:41
      +5

      I think getting a dodgy corp to own up and pay for the issues they caused is a far better use of an MP's time, wouldn't you say so?

      Maybe you can donate your time to do that if you are keen to help people though?

    • Pratty on 30/09/2022 - 14:19
      +2

      How are you spinning a negligent company paying for their mistake instead of the Australian public, as a negative thing? This is THANKS to Penny Wong getting them to pay for it. People were going to be requesting new passport numbers regardless.

      The mind boggles.

  • RichardF89 on 30/09/2022 - 13:40
    +2

    still haven't received any email from optus. I have 2 data only post pay plan with them

    • Kas on 30/09/2022 - 13:44
      +1

      Same, 1 data only
      Thanks to this deal … https://www.ozbargain.com.au/node/696220
      I think thousands of OZ bargainers joined to optus with this deal… Thanks again for this deals.

      • RichardF89 on 30/09/2022 - 14:30

        yeah that's the one

        • Kas on 30/09/2022 - 15:05

          @RichardF89
          :) if you received just update here, if I received I will update here. That way we know those who got this deal affected or not. Thanks…

          • RichardF89 on 30/09/2022 - 15:10
            +1

            @Kas: I will

          • RichardF89 on 30/09/2022 - 15:21

            @Kas: see this comment and also the comment in the last page

            • Kas on 30/09/2022 - 15:33

              @RichardF89: WoW, that means we are, isn't it…. maybe Optus stop sending emails (because each emails going to cost them) or still in processing
              https://www.ozbargain.com.au/comment/12733706/redir

              may be we can try this,
              https://www.ozbargain.com.au/comment/12706679/redir

              • RichardF89 on 30/09/2022 - 16:12

                @Kas: I contacted optus a couple of days ago. they told me my data is not leaked. but I don't trust. I think I am not the one of the 10000. but I think I am the one of the 9.8 million. I don't trust the hacker deleted the data

            • Kas on 30/09/2022 - 16:08

              @RichardF89: I checked my spam folder and found this… now I have to change my DL… :(

              Dear xxx,

              It is with great disappointment I'm writing to let you know that Optus has been a victim of a cyberattack that has resulted in the disclosure of some of your personal information.

              Importantly, no financial information or passwords have been accessed. The information which has been exposed is your name, date of birth, email, and the number of the ID document you provided such as drivers licence or passport number. No copies of photo IDs have been affected.

              It is also important to know that Optus’ network and Optus services including mobile and home Wi-Fi aren’t affected, and no passwords were compromised, so our services remain safe to use and operate as per normal.

              Upon discovering the cyberattack, we immediately took action to shut it down to protect your information. Our priority is our customers – so while our investigation is not yet complete, we wanted you to be aware of what has happened so that you can be extra vigilant at this time.

              We are currently not aware of customers having suffered any harm, but we encourage you to have heightened awareness across your accounts, including:

              Look out for any suspicious or unexpected activity across your online accounts, including your bank accounts. Make sure to report any fraudulent activity immediately to the related provider.
Look out for contact from scammers who may have your personal information. This may include suspicious emails, texts, phone calls or messages on social media.
Never click on any links that look suspicious and never provide your passwords, or any personal or financial information.
If people call you posing as a credible organisation and request access to your computer, always say no.

              You would have seen we announced this first in the media. We did this as it was the quickest and most effective way to alert you and all our customers, while also communicating the severity of the situation through trusted media sources.

              For the most up-to-date information and FAQs, go to optus.com.au. If you believe your account has been compromised, you can contact us via My Optus app – which remains the safest way to contact Optus, or call us on 133 937.

              We apologise unreservedly and are devastated this could occur. We are working as hard as possible with the relevant authorities and organisations to ensure no harm comes from this unfortunate occurrence.

              Sincerely,
              We've extended the 20% discount on your Wireless Broadband plan fee
              Kelly Bayer Rosmarin
              CEO, Optus

              • RichardF89 on 30/09/2022 - 16:15

                @Kas: do you also have a broadband with they and when did you receive this email?

                • Kas on 30/09/2022 - 16:52

                  @RichardF89: No, just only that tablet plan, I don't even use that data. Got that for tablet.
                  sent on 24th Sep, was in my spam folder (gmail), just now I noticed when I go through spam folder as someone suggested to do so.

  • linkii on 30/09/2022 - 13:43
    +18

    Good luck getting Optus to pay anything. Have contacted Optus multiple times just for the driver licence replacement for nsw and their only response is to wait for them to contact even though they have already confirmed I was affected on the live chat.

    They will deny, drag their feet and make it as difficult as possible for anyone to make a claim.

    • Kas on 30/09/2022 - 13:47

      That is very ridiculous , NON AUSTRALIAN behavior from optus…

      • USER DC on 30/09/2022 - 13:49
        +6

        may be because Optus is actually non australian, Its owned by singtel (Singapore government mostly)

        If Optus was ASX based surely they would have drowned by now

    • G-Dawg on 30/09/2022 - 14:27
      +2

      When I cancelled my final service with Optus a couple of days ago they had this message on their customer retention line:

      "…We will be in touch with specific guidance over the coming days if we consider there is a need to change your driver’s license details.

      When we get in touch with you, we will place a credit on your account to cover the replacement cost, if any. We will do this automatically so you will not need to contact us."

      So, it seems they're intending to provide reimbursement via Optus credit. I'd assume this is only for current customers, but they'd said to me that the credit would still be applied to my account despite not having any remaining services with them.

      Would seem to me that a more appropriate solution would be for Optus to directly reimburse the affected government agencies so people aren't inconvenienced more than they already have been and aren't discouraged from applying for new identity documents.

      For Service NSW this should be pretty easy to organize given Optus recently won a contract to manage their inbound services business link and Gladys is a member of their executive team link.

      • fusion17 on 30/09/2022 - 17:10
        +1

        Gladys is Mia.

        I was expecting a "pleasingly only 10,200 peoples details out of 10million were fully exposed"

  • Turd on 30/09/2022 - 13:49
    +11

    How do you even get a replacement passport for free? Is there a discount code you enter?

    OPTUSSUCKS code?

    • Dealor on 30/09/2022 - 13:51

      That's a good one

  • Rain Cloud on 30/09/2022 - 13:53
    +1

    So what exactly are they paying for? Replacement fee? Im guessing not for express processing and not for the photos either

  • StonedWizard on 30/09/2022 - 13:56
    +2

    So how do you go about getting the replacement? Do you need to wait for Optus to contact you or do you just renew it and provide the receipt to Optus?

    • squeakyturtle on 30/09/2022 - 13:58

      I'm wondering this as well!

    • Turd on 30/09/2022 - 13:58

      Ask Albanese?

      What has he said? nothing on the details.. typical management.

  • webtherapist on 30/09/2022 - 14:01
    +1

    the question is, how are we going to do it?

  • Turd on 30/09/2022 - 14:01
    -3

    My passport is expired.. Can I get a free replacmeent? LOLOLOL THanks Mr PM

    • BargainKen on 30/09/2022 - 16:30
      +1

      Technically if within the last two years its still considered a valid form of identification.

  • stuarty9 on 30/09/2022 - 14:04
    +1

    I really hope that Optus pick up the bill for ALL of this.
    Taxpayer dollars getting spent left, right and centre due to a billion dollar companies negligence.

    • IMadeYouReadThis on 30/09/2022 - 14:07
      -3

      read the bloody post mate, Optus will pay for it.

      • stuarty9 on 30/09/2022 - 14:50
        +1

        ALL is the bit you clearly didn’t read. Meaning all these licence changes as well. ALL costs involved with this stuff up.

  • Aemit on 30/09/2022 - 14:05
    -4

    i am with Woolies Mobile. am i eligible?

  • amorn on 30/09/2022 - 14:06

    was amaysim affected?

    • Clear on 30/09/2022 - 14:12

      no

    • bargain_finder on 30/09/2022 - 16:02
      +1

      Yes Amaysim is affected - I signed up for Amaysim on the 30th of Aug 22 and the "lastUpdateDate" on "personIdentificationDetails" was set to that date when i looked up my data using the API endpoint, along with my Driver's License# and the expiry date.

      • 47 on 02/10/2022 - 22:29

        Would you kindly elaborate on how you did this? I’ll check myself too as I recently got amaysim.

        • bargain_finder on 03/10/2022 - 22:46

          Checkout the wiki on whirlpool

          https://whirlpool.net.au/wiki/optus_sept_2022_breach

          Navigate to the section titled
          “What data on my Optus account could have been exposed? Can I find out if I used my drivers licence, passport or Medicare?”

          • G-rig on 04/10/2022 - 07:05

            @bargain_finder: That's a clever hack, not sure if it produced anything meaningful in my case. The contact ID number didn't translate to anything I don't think:

            "personIdentificationDetails":[{"documentNumber":"XXXXXXX","documentType":"XXXXXXX","jurisdictionType":"XXXXXXX","personId":"1234567","issuingJurisdictionName":"XXXXXXX","validityEnd":datenumber,"validityStart":0,"isPrincipal":"1","isDefault":true,"lastUpdateDate":"XXXXXXX"}],"implElectronicAddresses":[{"implEAddressType":

            The date number converted using Epoch converter didn't match Passport or DL expiry.

            I'm just on the chat with optus, seems easier. Got through straight away from website

            >I am on your account now. I can see that we only have your Driver's License on file. No other ID Document.
            We’re in the process of contacting any customers who have been impacted. If we discover that your details have been impacted, rest assured that we will contact you to let you know.

            Regardless of this, I strongly recommend you take additional precautions and stay vigilant.

            • bargain_finder on 05/10/2022 - 18:48

              @G-rig: From Whirlpool

              As of 30th September 2022, identity document information has been sanitised and no longer shows when looking at the below API endpoints – they now show 'XXXXXX' against indentType and indentValue instead of 'Driving Licence' and license number for example

              • G-rig on 05/10/2022 - 19:04

                @bargain_finder: Yeah I noticed that..

                Which is why I just jumped on the chat on the Optus website and simply asked them what type of id that had on file. Pretty quick and easy.

          • fredblogs on 31/10/2022 - 14:04

            @bargain_finder: Amaysim is not impacted according to that wiki

  • KaTst3R on 30/09/2022 - 14:10
    +5

    This Optus breach is such a shit show…the way it is managed post breach and communications everything is just rubbish. The CEO should be sacked.

    • Clear on 30/09/2022 - 14:12
      +2

      Don't forget the CIO too.

      • KaTst3R on 30/09/2022 - 14:14

        Definitely. When the government has to step in to fix your shit, you know you farked up.

      • dust on 30/09/2022 - 14:22

        Do they have a CISO?

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