Identity verification services

How we verify your identity

There are two main times when we may ask you to share identification info:

• Before we supply you with a product or service.

• When we need to make changes to a product or service you already have.

We use third-party identity verification services. They compare the information on your ID documents (e.g. passport, driver licence or Medicare card) with the document issuer or official record holder. They then let us know if there’s a match with a simple ‘yes’ or ‘no’.

A ‘no’ means we can’t verify your identity. If that happens, we won't be able to provide you with products or services.

We use third-party verification partners to access identity verification services. These partners may record, use and disclose your information in line with their own privacy policies and legal obligations. Some of these partners work outside Australia – meaning we may send your ID information overseas.

How we protect your privacy

When we collect your identification information, we do so in line our privacy statement.

That statement does two things:

1. It provides an open look at how we collect, use, and share your information.

2. It helps ensure we meet our obligations under Australian privacy laws.

In some instances, we collect your identification information to comply with Australian laws (e.g. when we need to verify your identity for certain transactions in accordance with the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022).

For more information on what other laws require us to collect your personal information, refer to our privacy statement.

Your rights

If don’t want to share your identification information with us, you have the right to withhold it.

If you don’t consent to us verifying your identity through an identity verification service, you can withhold this consent by either cancelling your transaction with us or by letting us know directly.

If you choose to withhold your information or consent, we won't be able to verify your identity. As a result, we won't be able to provide you with our products or services.

For more information about your rights and personal information, refer to our privacy statement.

Complaints

If you believe we've missed the mark on the collection, use and disclosure of your identification information, let us know.

To raise a complaint or ask about your identification information, call us on 1300 235 664, 8am to 8pm, seven days a week.