Passport information

How do I know if my passport document number has been exposed?

Customers who have had the Document Number on their passport exposed will be contacted directly with advice from Optus via email.

If we did not have valid contact details for impacted customers, those customers will be contacted via post, using the last mailing address we have on file, as soon as possible.

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.

See below for additional context around this advice.

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.

Please see further details as per your circumstances below.

If your individual circumstances are such that you feel you may need to replace your passport, then please call us on 133 937. For eligible customers we will reimburse the costs of a passport replacement, to be determine on a case-by-case basis.

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

Valid Passport (not expired)

The advice from DFAT is that you do not need to replace your current passport. For additional context around this advice, please see below.

Using passport for travel purposes

DFAT has advised it is safe to continue using your passport for international travel. Your passport number alone cannot be used to obtain a new passport and the Australian Passport Office also has robust controls in place including facial recognition.

Using your passport for identity purposes

To prevent the misuse of a customer’s identity, Optus has referred exposed passport numbers to the Documentation Verification Service (DVS), which means it cannot be used to verify your identity online (digital) via the DVS from now, up until 3 years past its expiry. Rest assured, you can continue to use your passport to verify your identity in-person, including for government or financial services, like Centrelink payments or home loans.

Additionally, it is possible that you have renewed your passport since joining Optus and if this is the case your renewed passport number may not have been exposed.

If you remain concerned, for Australian Passport holders there are specific circumstances where we will provide reimbursement to eligible customers to replace their passport. Please contact us for more information.

Please contact us on 133 937 for more information.

We will firstly confirm if you had any passport data exposed at all. Then as a second step we will confirm whetherthe data exposed was current. If either of these do not apply to your circumstance, then you will not need to take any action. However, if both are confirmed we will provide you with the steps required to replace your passport and then seek reimbursement.

Expired Passport, less than 3 years

The advice from DFAT is that you do not need to replace your current or expired passport.

As a precautionary measure, DFAT has placed a flag on your exposed passport within the Documentation Verification Service (DVS) in Australia. This means you can no longer use your passport to verify your identity online (digital) via the DVS. You can still use your passport to verify your identity in-person for up to three years past its expiry.

For reference, when you renew your passport, you are issued a new unique Document Number which renders the previous number invalid.

Expired Passport, more than 3 years

Incomplete Document Number

New Zealand Passport Holders

There are two groups of customers with New Zealand Passport information exposed. If Optus contacts you, we will notify you of the group to which your circumstances relate.

Please see further details as per your circumstance below.

Valid Passport

The advice from DFAT & New Zealand Internal Affairs (NZIA) is that if you have concerns to contact Internal Affairs.

Using passport for travel purposes

NZIA have advised it is safe to continue using your passport for international travel. Your passport number alone cannot be used to obtain a new passport and the New Zealand Passport Office also has robust controls in place including facial recognition.

Using your passport for identity purposes

To prevent the misuse of exposed passport details, New Zealand passport holders have the option to ask the NZIA to have a block placed on their passport in the Australia Documentation Verification Service (DVS) on their behalf. This block will mean that your passport number cannot be used for digital verification, but it can still be used to verify your identity in-person as required, such as for the purposes of taking out a loan.

To have this block put in place, contact NZIA directly.

Additionally, it is possible that you have renewed your passport since joining Optus and if this is the case your renewed passport number has not been exposed.

Expired Passport

International Passport Holders (excluding NZ)

Customers who have had the document number on their International Passport exposed will be contacted directly with advice from Optus. This includes customers where our records show the passport is either current (valid) or expired.

We are working with the Department of Home Affairs (DHA) to provide advice to these customers. You will be contacted if there is any specific action you need to take.

If you’re in Australia, plan to travel to Australia or travel internationally, you can continue to use your passport for physical verification of your identity and for travel.