Verifying your identity

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 a facial image) or Medicare card.

Your details are sent securely to the Australian Government’s Document Verification Service (DVS), which checks them against official records.

How we handle your 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

Sharing your ID is your choice. If you decide not to provide your details, we may not be able to complete some requests. Where possible, we’ll always try to find another way to help.

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 or call our regional Queensland team on 13 10 46.

More information

You can find more details about how identity checks work on the Australian Government’s IDMatch website.