Identification Verification Services

Identification Verification Services

We need to confirm who you are to keep your account secure and protect against fraud. This helps us make sure your details are safe and your experience is smooth.

How it works

If we need to verify your identity, we’ll ask for your consent first. We may ask for documents such as your driver licence, passport (including facial images) or Medicare card. These details are sent securely to the Australian Government’s Document Verification Service (DVS), which checks them against official records.

Our obligations when collecting your identity information

Copies of your ID documentation may be stored by us, and we handle them in line with our Privacy Statement and the law.

Your rights and privacy

You can choose whether to share your ID details. If you decide not to, we might not be able to complete some requests - but we’ll always try to find another way, where possible.

We follow the Identity Verification Services Act 2023 (Cth) and our Privacy Statement when collecting and using your information. You can read more about your rights here or call us on 13 10 46.

Questions or complaints

If you have any questions about your identification information or how we handle your personal information, please contact us through our Privacy Enquiry Form. You can also call our friendly local team on 13 10 46.

More information

The Government IDMatch website provides more information about the operation and management of the DVS.