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[NSW] NSW Drivers Licence Replacement Fee Reimbursed for Optus Data Breach Customers @ Service NSW

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[NSW] NSW Drivers Licence Replacement Fee Reimbursed for Optus Data Breach Customers @ Service NSW
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Bareadygain on 30/09/2022 - 16:30 service.nsw.gov.au (654 clicks)
Last edited 30/09/2022 - 16:41 by 2 other users

Just received email from Service NSW:

The NSW Government is working with Optus to support impacted customers following the recent cyberattack on the Telco’s database.

Customers will receive notifications from Optus on the necessary remediation activities in relation to their driver licences.

If Optus recommends a customer replace their licence, or a customer wishes to replace it as a precaution they can do so online, visit a Service Centre or call 13 77 88.

NOTE: You will need to pay for the replacement and discuss with an Optus representative if you wish to be reimbursed.

Replacement licence fee for P1, P2 or unrestricted: $29

More details in the link.

See Also: Driver License replacements for other states.

QLD, SA, VIC, TAS, WA, NT

Automotive Driver's Licence

Related Stores

NSW Government
NSW Government
Optus
Optus

closed Comments

  • siiking on 30/09/2022 - 16:32
    +20

    Please note

    You will need to pay for the replacement and discuss with an Optus representative if you wish to be reimbursed.

    • Rain Cloud on 30/09/2022 - 16:49
      +3

      So they can potentially decline if they dont think yours was definitely compromised?

    • Flyerone on 30/09/2022 - 16:50
      +3

      I don't the 4 hours required for that polava. I'll just keep my current licence and point to optus if identity fraud ever eventuates.

    • Beezum on 30/09/2022 - 18:20

      sit in a que and then gets rejected

  • linkii on 30/09/2022 - 16:36
    +14

    Also only get reimbursed if Optus themselves deems that you one of the lucky few that had both the driver license and card number leaked. Haven't heard of anyone receiving emails regarding driver license renewal reimbursement as yet. Live chat will 100% decline the reimbursement.

    I don't trust Optus to be emailing everyone. In fact it is in their interest to send out as little as possible.

    For anyone that has got a replacement and Optus is refusing to reimburse. I suggest to go directly to TIO to make a complaint with the original email or screenshot from live chat .

    https://www.tio.com.au/complaints

    • Whatisthatvelvet on 30/09/2022 - 16:47
      +3

      Most definitely do this.

      Will cost the pricks more than $29 to deal with each case.

      • Weshouldgetsushi on 30/09/2022 - 17:00

        Just sent mine off.
        Can't get through to Optus via chat or phone.

        • hippo2s on 30/09/2022 - 19:55

          use the My Optus app. I sent a msg at 4pm yesterday and only got a response after midnight! At that time it's was some foreign contact centre doing the rounds and answers i got wasn't useful. They are giving away some credit monitoring subscription at Equifax for customers to monitor credit status, but the guy couldn't answer if they will be reimbursing me or not.

    • Creekbargain on 01/10/2022 - 09:51

      I will be, because this is not a bargain. Except when you are hacker asking for our data. Optus want $750 to break my contract.(well they broke it by allowing my data to be stolen)
      So my bargain will be to port to Telstra and receive a $700 or $1000 gift card.

  • Furi8 on 30/09/2022 - 16:37
    +1

    A call centre or shop front?

  • Keplaffintech on 30/09/2022 - 16:38
    +7

    This changes your 'card number' only, not your 'license number'. So don't bother doing this if the license Optus has on file is expired.

    • dlovep on 30/09/2022 - 18:27

      Wasn't that since 1st Sept 2022 they require both to validate the DL ? or you got a different case….

      • Keplaffintech on 30/09/2022 - 18:54
        +1

        Yes, but I am referring to Service NSW and what they are offering here; they will only allow you to change the card number.

  • moneytomyway on 30/09/2022 - 16:39

    I was a Catch mobile customer uses Optus network, does that mean I'm safe? Or not??

  • mubd1234 on 30/09/2022 - 16:42
    +5

    Betcha the NSW Department of Customer Service are thanking their lucky stars that they coincidentally started requiring the NSWDL card number for document verification at the start of the month before this whole shitshow started.

    Otherwise they'd be scrambling like the other states' roads departments to modify or bodge together some solution for their ramshackle systems which assume the licence numbers stay the same for the rest of the person's life to work out some sort of compromise.

    I'd want to keep my licence number even if it were leaked. I remember mine off by heart, a lot of my friends and family do as well. Now it's just going to be like a car registration plate which can be exposed to everyone, but can't really be used for ID theft.

    • b3au on 30/09/2022 - 17:04

      Apparently it was supposed to start in July too.

  • Weshouldgetsushi on 30/09/2022 - 16:48

    I'm glad I owe Optus for my bill they nicely sent out on the 24th September.
    I'll just deduct the $29.13 (inc processing fee) and maybe pay the rest.

    • jecec on 30/09/2022 - 17:43
      +1

      Your processing fee is reqlly cheap!

      Mine is a lot more because ita a once off manual processing fee.

  • Cousin IT on 30/09/2022 - 17:00
    +6

    Tinfoil hat warning 😅

    Strange how the other states had their licensing replacement sorted earlier during the week and is free across the board (who knows if they've got a deal with Optarse?), yet the state where the former head of state and governing party works for them is pretty much the last one to come to the party and is a deal via redemption. You would think that they would have used the valued contacts to get ahead of the rest. 🤔🤷🏽‍♂️

    • slowmo on 30/09/2022 - 18:24

      [wild speculation warning] might be the other way round, because it's other states, they can just throw the bill to optus and tell them to deal with it. lol

    • OrderedChaos on 30/09/2022 - 19:14

      Which states are you referring to. Certainly not Vic who won't entertain any replacement unless they're advised by Optus that your details have been stolen. Yeah like I'm going to f'kn let the company who f'ked up decide whether I'm at risk or not.

    • GerrardLFC on 30/09/2022 - 21:06

      Maybe has something to do with Optus and ServiceNSW having a partnership signed in August for $42 million

      https://switzer.com.au/the-experts/peter-switzer/gladys-says…

  • lint on 30/09/2022 - 17:01
    +4

    Such a pain to do this in NSW when most other state governments are offering replacements for free and will be asking Optus to cover the cost directly so customers don't have to.

    I'm not a current Optus customer and never got an email from them but received an SMS that only says "…the number of the ID document you provided us." How exactly am I supposed to remember which ID document I provided? Why not just tell me? I read previously that Optus may reimburse in the form of a bill credit but there's just been no info on how they'll reimburse those no longer with them.

    • G-Dawg on 30/09/2022 - 17:55
      +1

      Yeah, when I closed my last service with them a couple of days ago there was a recorded message that said that optus credit would automatically be provided to those affected. Even though I had closed all my accounts they said I'd still receive reimbursement via credit, which might suggest they are intending to try this with everybody.

      Obviously Optus would prefer this as it's simpler and they're effectively paying themselves, but it feels like Service NSW is actively enabling this to happen by not providing the services free of charge (like most other states) and seeking direct reimbursement from Optus.

      • Octopusgarden on 01/10/2022 - 06:20
        +1

        Surely it isn't legal to give imaginary money aka credit to former customers as compensation for their negligence?

    • sfac on 30/09/2022 - 19:17
      +1

      They want you to vote them out in March so they can start getting pensions from you.

  • Gunnar on 30/09/2022 - 17:04
    +1

    hmmmm get hacked again or deal with a disgruntled NSW bureaucrat???

  • ash2000 on 30/09/2022 - 17:18
    +1

    Some salient advice here……

    https://www.theshovel.com.au/2022/09/23/optus-change-passwor…

    • USER DC on 30/09/2022 - 17:20
      -3

      I love the title,

      "Optus advises customers to change their password, name, date of birth, gender … after data breach"

      Now these muppets forcing us to change our name, DOB, and gender ???

      LOL how about Optus handover all of its operations to an Australian company? under ASX first ?

      • slowmo on 30/09/2022 - 18:03
        +2

        erm…. that's satire…

      • dlovep on 30/09/2022 - 18:32

        Easy !… use your partner's or your kids detail, done ~~

      • Tarapara on 30/09/2022 - 19:59

        Do you not get a joke?

    • OrderedChaos on 30/09/2022 - 19:16
      +2

      … and don't you forget changing those "pronouns" too. 😋

      • ismeagain001 on 01/10/2022 - 19:59
        +2

        time to put non-binary on my DL!!!

  • USER DC on 30/09/2022 - 17:19
    +1

    May be if you didn't have Glads in Optus NSW you guys in NSW might have been lucky to not be asking for compensation for reimbursement from Optus.

  • cashless on 30/09/2022 - 17:19
    +8

    So the hackers have my name, driving licence number, expiry date, my DOB and my address.
    But they do not have my card number.
    Phew, thank heavens I'm safe.

    • silenthillrocks on 30/09/2022 - 17:25
      +5

      Your banking details also safe because luckily no financial info was part of the hack /s

      • MorriJ on 30/09/2022 - 17:50
        +5

        Your medicare details might have also leaked too. Rest assured however, no one can get access to your medical records with only your medicare details. They would need to know things like your address and your licence details as well thankfully and no company would be stupid enough to keep all customers document details accessible in the same APIs and let them all be exposed at once! Phew

        Most medical centres will make you provide a secondary form of identification like your drivers licence details to be able to request a transfer of records, so you are secure!

      • ilovefullprice on 30/09/2022 - 18:13
        +2

        How do we know if Optus is telling the truth about no ID docs is obtained by the hacker too?

        • slowmo on 30/09/2022 - 18:25
          +3

          optus about our ID before breach: "trust us"
          optus about our ID after breach: "trust us"

  • silenthillrocks on 30/09/2022 - 17:22
    +1

    Impossible to claim.

    • Tarapara on 30/09/2022 - 20:00

      That's on Optus though. Still a good PSA imo

  • slackme on 30/09/2022 - 17:24
    +1

    Ring Optus on 133937, there will be a recorded message saying Optus will notify impacted users who needs to replace licenses in the coming days.

  • Kenji123 on 30/09/2022 - 17:47

    ONLY change the card number is useless

    • silenthillrocks on 30/09/2022 - 17:48
      +3

      Changing gender, name, dob the safest option

  • darkly on 30/09/2022 - 17:50
    +2

    This is not a bargain

    • silenthillrocks on 30/09/2022 - 17:51

      Why upvote then

      • darkly on 30/09/2022 - 17:51
        +1

        Big fingers hit the wrong button

  • slowmo on 30/09/2022 - 18:06
    +3

    this should be marked [targeted] because sure as hell not all optus customers in nsw can do this, because they believe that subset of compromised data is traceable from their logs, otherwise why are they keeping customers waiting for that email?

    i get iphone 14 launch emails way faster and way more times than this.

  • WaterMark on 30/09/2022 - 18:10
    +1

    Just got the email that’s specific to the drivers licence. It says the $29 fee will be deducted automatically on my next bill and a code is also in the email for equifax.

  • justkev on 30/09/2022 - 18:38
    +1

    I am still trying to wrap my head around what is even the point of replacing this in NSW? The license number remains the same. Only the card number changes which wasn't even part of the breach?

    • silenthillrocks on 30/09/2022 - 18:40
      +1

      The theory is that some ppl had card number included in the hack

    • MorriJ on 30/09/2022 - 22:11

      You are able to change your licence number in NSW, it's a PITA though; need to phone the Police Assistance Line, report your identity as being compromised (eg let them know Optus hack details etc), explain your details were exposed.

      Then you need to fill out this form:
      https://www.nsw.gov.au/sites/default/files/2021-09/45065767-…

      Print it off, sign it, take it to service nsw and verify your identity (excluding Transport for NSW issued photo cards) for the 2nd id.
      Then they decide if you qualify and you have to return to process it again if approved. You can elect to have to do that in person (tick box on form to disable your old details for anything not in person).

      • slowmo on 30/09/2022 - 22:43
        +4

        i think there are reports of some people doing that but still getting rejected anyway.

        it's a circus act at the moment.

        • G-Dawg on 01/10/2022 - 08:17

          Yeah, they're not processing these forms even with a police report.

          Service NSW has also changed their website so that customers aren't referred to this form, but the form that only replaces the card number.

        • Weshouldgetsushi on 01/10/2022 - 10:47

          Yeah - I was rejected.
          Actually they took the form from me but obviously didn't process it. I rang Services NSW a few days later to check on it. Must have chucked it away?
          I would go to our new MP, but she's the silent and invisible woman.

      • BuyNow Think Later on 01/10/2022 - 08:43

        Is 131 444 for the Police Assistance Line?

  • smartposter on 30/09/2022 - 18:42

    Just received email directly from Optus stating that fee will not be reimbursed; instead providing Equifax protection, and $29 credit on next bill.

  • Weston on 30/09/2022 - 19:15
    +2

    This 'offer' from Service NSW is the same Service NSW which was hacked itself and took 2 years to notify users.

    BTW, who have they just signed a 3 year communications deal with?

    Yes…

  • Napkcin on 30/09/2022 - 20:56

    Not a bargain. It’s a hassle

  • bought on 30/09/2022 - 21:06
    +3

    Of all states, NSW has the worst solution. basically they offer nothing more than their standard procedures to help out the customers. all they are saying is too bad just follow the standard process and go ask Optus for money. it is not the state governments problem. and they not even reissue a new licence number, which was stolen.

    • G-Dawg on 30/09/2022 - 23:06
      +1

      IMO it's even worse than that as NSW had a process for changing your license number prior to the breach, but Service NSW has been pushing people away from taking that avenue. The form for changing your license number which is available here says:

      "If you have reasonable grounds to believe that your NSW driver licence number or your Transport for NSW customer number has been misused by someone else or is at risk of being misused by someone else (e.g. via a data breach) you may apply for a new number using
      this Application Form"

      However, people coming with this form are being turned away and/or given the license replacement form (link) presumably as it's easier to process for Service NSW / Transport.

    • ribze1 on 03/10/2022 - 22:11

      What do you expect from our shtty Gov't?

  • kipps on 30/09/2022 - 21:24
    +2

    What sort of nonsense is this. If you’re with Optus they should be paying immediately for this and not making you fight for a reimbursement, or arguing with incompetent Optus staff about if you’re lucky they didn’t compromise your details. Negging deal because this is no deal. Optus customers, time to walk.

    • colaman on 01/10/2022 - 00:38
      +1

      I agree but the staff are just reading the scripts so dont take it too much out on them. Just walk. Not much else you can do unless you want to fight it out. Optus should just cave even if they have to fold because of it. I havent even been a customer for years but somehow I have been told that I am part of the population with my details leaked. Why the hell do they still hold my details after more than 10 years
      !!!!

  • bigbadboogieman on 01/10/2022 - 12:52

    FYI in NSW the licence number doesn't change but the card number changes when you get a replacement. I personally don't think a new card number adds any value because no one has asked for my licence card number when applying for accounts / cards. I could be wrong though.

    • G-Dawg on 01/10/2022 - 13:31

      New standards were released this month that require both the license and card number to verify a person's identity (link).

      So the argument goes that the leaked license numbers are now of no value without the card number - which I understand hasn't been leaked for many customers. This is presumably why Service NSW isn't processing license number changes.

      • bigbadboogieman on 01/10/2022 - 13:58

        Well what do you. All hail Victor Dominello and his team. Can't believe they fixed a long standing problem.

        Can confirm some banks like NAB already requesting card number and expiry now to open an account.

        https://ibb.co/BTdHvQY

  • ensanguined on 01/10/2022 - 16:45

    Is the email I received on the 24th from Optus saying the below the one I need to use as proof? Or do I need to wait for another email even though they have already confirmed this data was exposed?

    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 drivers licence number or passport number. No copies of photo IDs have been affected.

    Thanks!

  • Rakddon on 01/10/2022 - 20:44
    +1

    would be great to replace the card and licence number, even though the new process took effect on 1/9/22.

    • G-Dawg on 01/10/2022 - 22:02
      +1

      Yeah, I'd like to be able to do that too as I figure it further reduces the value of the leaked data, but Service NSW and Dominello don't seem to get this / don't seem interested in allowing people to do this. 🤷‍♂️

  • xiaolongbao on 01/10/2022 - 22:37
    +1

    The Optus rep I called on the phone asked me to go to the store. The one in the store had no remorse whatsoever and even said that they are not unique in having a massive breach like this. What a lousy twat!

    I had an Optus prepaid number for a month a few years ago while I was churning. The rep said that they don't store driving license numbers or details for prepaid services; though I'm not sure how much I can believe them?

  • jl434 on 02/10/2022 - 19:45
    +3

    Received another sms from OPTUS:
    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.

  • Sterio on 03/10/2022 - 16:26
    +1

    Spoke to some clown via chat last night who advised I would get reimbursed by cheque. Back on chat this morning and said I didn't want a cheque as I was not wasting any more of my time banking a bloody cheque, I wanted a credit. Because of their slow response time to chat messages I subsequently checked and have now been advised that a credit will be forthcoming. My latest request is a subscription to Equifax. Still waiting for a reply.

    I am inclined to write to their Privacy Officer and request compensation for my time in trying to rectify their F*** up.

  • drhip on 04/10/2022 - 20:50

    Anyone got driver license replaced and reimbursed by Optus?

    • G-Dawg on 04/10/2022 - 21:07

      As far as I understand, they're following the advice of the NSW government/Service NSW and only reimbursing for the 16K people that had both their license and card number released as part of the breach. Meaning a minority of people impacted by the breach are now eligible.

      Seems to have been Optus' lucky day 🙄

      • drhip on 04/10/2022 - 21:46
        +1

        Yeah, but just wondering what is the process? Like we need to have a confirmation from Optus then rushing to gov agencies to reissue our license and go back to Optus to ask for money? I mean there should be a process somewhere? Very disappointed crisis management from Optus.

        • G-Dawg on 04/10/2022 - 22:00

          I closed my last account with them the other day and they said it would be automatically added to customer accounts as credit. So, if you've received the text saying you're eligible and are still a customer I think it should appear on your next bill (?).

          If you're not a customer, I have no idea. Wouldn't be surprised if they give out Optus vouchers or something given how unaccountable they've been so far👌

  • jl434 on 04/10/2022 - 21:49

    Received another sms from OPTUS today:
    Cyberattack follow up: Further to our communications on Sunday we wish to confirm that NSW uses a national Document Verification Service (DVS) that means both your driver licence number and card number are required to verify your identity. Therefore, NSW Gov advises you do not need to replace your Driver Licence. Visit Optus website for details.

    • Dealor on 05/10/2022 - 14:26
      +1

      So basically we NSW-ers cant / dont need to replace our Licence, even if impacted?

      • slowmo on 05/10/2022 - 14:42
        +2

        TL;DR - Service NSW: you are on your own mate.

        • Dealor on 05/10/2022 - 15:25
          +1

          TBH a bit surprise of NSW for the response over the driver licence. That puts us, tax payers at risk. And Optus is not even Aussie company :(

          • slowmo on 05/10/2022 - 15:28
            +3

            @Dealor: i'm not even mad at optus being a non-au company.

            i'm mad at service nsw calling us taxpayers 'customers', and went on to deny service to their 'customers'… what hypocrisy.

            they failed at being a government body servicing tax payers, they are also failing at pretending to be a business servicing customers.

            • Dealor on 05/10/2022 - 15:32
              +3

              @slowmo: So true! Seems like only NSW charge us for replacement, other states are not. What a mess

    • SickDmith on 05/10/2022 - 15:31
      +1

      I wonder if there is still a way to get Driver Licence number replaced in NSW?
      I agree to pay the fee.

      • G-Dawg on 05/10/2022 - 15:58
        +2

        I'd love to know this too. From all reports, I don't think they're allowing it.

        Dominello has been more or less ignored questions about how they're intending to deal with the heightened risk this exposes affected individuals to link. Presumably this is because replacing everybody's license is administratively difficult and they've just decided relying solely on the customer number for security is 'good enough'.

        Totally a broken record here, but everyone that has tried to use existing processes to change their license have also been turned away. ie this form, which says:
        "If you have reasonable grounds to believe that your NSW driver licence number…has been misused by someone else or is at risk of being misused by someone else (e.g. via a data breach) you may apply for a new number…"

      • GerrardLFC on 05/10/2022 - 17:49
        +4

        You need to show them proof that fraud has taken place before they will consider changing your licence number which is a shit way of thinking.

        If fraud takes place and you have the chance to prevent it from happening, they should allow us to take action. They keep saying this new 2 ID system that started September 1st will prevent fraud, but I know most of the people would prefer to get fresh whole licence.

        If you lose your wallet, you do not go home and say I will wait for someone to return my wallet to me, first thing you do is call all the cards you had in there to cancel them not wait for them to all be used first.

        • G-Dawg on 05/10/2022 - 18:46

          Exactly right 👌

  • webtherapist on 05/10/2022 - 23:41
    +1

    looks like we need participate in class law suite, the only way Optus will learn is made compensate everyone affected

    • G-Dawg on 06/10/2022 - 09:07
      +1

      To be fair, it's the NSW Government's policy that has allowed them to only reimburse a minority of license holders.

      Good money saver for Optus in the order of $14 million too:
      $29 per replacement x 484K people that no longer receive reimbursement for licenses being leaked (500K people in NSW with license leaked - 16K people approved to have license replaced).

      Also, Slater and Gordon are asking for EOIs for a class action here

      • USER DC on 08/10/2022 - 11:20
        +3

        OPTUS DESERVES IT AND A LOT more.

        THEY dont even consider giving a SINGLE CUSTOMER IMPACTED ANY COMPENSATION OF themselves, so essentially lawsuit is only way any customer can recover any money.

        TO BE HONEST EVEN IF I dont receive any money, But optus had to suffer because of me from the lawsuits (as a result of them causing me so much trouble) IS BETTER THAN OPTUS NOT having to pay anything.

        I also dont think australian government should worry about there being dupoly of vodafone and telstra, they should make sure optus goes bankrupt.

      • slowmo on 08/10/2022 - 19:59
        +2

        i wonder if there should be another case against government bodies that is not performing their "duty of care" when it comes to addressing identity theft.

        • G-Dawg on 08/10/2022 - 20:53

          I honestly don't know whether there are legal or other formal avenues to hold the relevant departments to accounts (Transport/Customer Service (?)).

          If someone is aware of practical avenues, I'd love to know. I've been writing to MPs etc, but a lot of people seem to believe Dominello's story about the DVS making changing license no. unnecessary 🙄 .

          With approx 500K people affected in NSW and an upcoming election I hope people remember the govts unwillingness to respond / hold Optus accountable.

  • Mike Paper on 10/10/2022 - 10:24

    I have contacted Optus multiple times, they never give solid answers whether or not my cost will be reimbursed.

    • drhip on 10/10/2022 - 18:48

      This, take me 6 live chat, 2 store visits and a phone call and still cant cancel optus sport. Can you believe that

    • G-Dawg on 10/10/2022 - 20:07
      +1

      I suspect that's because they're going to try and get away with doing as little as possible. Have already avoided having to pay for licence replacements for the approx 500K people in NSW.

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