When you may need to replace your credentials
If you've been affected by a data breach, you may need to replace your credentials.
The information on this page was provided to Service NSW customers following major data breaches involving financial and telecommunications companies.
Use it as a guide to understand when you may need to replace your driver licence and what checks may be required.
Who is responsible for notification
Under Australia's Notifiable Data Breaches (NDB) scheme, organisations and agencies covered by the Privacy Act 1988 must notify both affected individuals and the Office of the Australian Information Commissioner (OAIC) when an eligible data breach is likely to result in serious harm.
For details visit the OAIC website:
Who needs a replacement driver licence
If you have had your NSW driver licence details exposed, you may need to replace your card.
You can replace your licence card online or in person at a Service NSW Centre.
You only need to replace your NSW driver licence if you have been notified that both your driver licence number and the card number have been compromised.
This is because in NSW, increased identity protections came into effect on 1 September 2022, to help guard against the unauthorised use of a driver licence for ID purposes.
Since that date, both numbers on your driver licence, the licence number and the card number, are required to pass a Document Verification Service (DVS) check.
If both your driver licence number and card number (top right of the card) were accessed in a data breach:
- you will be contacted by the breached organisation
- you should replace your NSW driver licence.
When you replace your licence, your driver licence number will remain the same but your card number will change. This will protect you from unauthorised DVS checks using the old card's information.
Document Verification Service (DVS) checks
A DVS check is used by institutions such as banks to verify a person’s identity.
Both the driver licence number and the card number are required to pass a DVS check for NSW licence holders.
Common questions
◉ When will I hear from the breached organisation about this?
- You may be notified directly by the breached organisation if your information has been compromised. The breached organisation will notify you of any remediation activities you need to undertake in relation to your driver licence.
- If they recommend you replace your licence, visit Replace a NSW driver licence. When you apply, select 'stolen' as the reason for your card replacement.
◉ What if I want to replace my driver licence as a precaution?
- There is no need to replace your NSW driver licence unless you've been informed that both your licence number and your card number were compromised.
- Note: the licence number on its own is not enough to pass a DVS check.
◉ Who will pay for a replacement driver licence?
- You will need to pay for the replacement and discuss with the breached organisation if you wish to be reimbursed.
◉ What if I have already replaced my card in the past 12 months?
- If you have replaced your driver licence card recently and not yet provided those updated credentials to the breached organisation, you may not need to have your card replaced again.
- If you have replaced your card in the past 12 months and would like to replace it again, you will need to do this at a Service NSW centre. This is to maintain the security of your driver licence.
◉ What information may have been compromised?
- The breached organisation will confirm to each impacted customer what personal information has been stolen, what they are doing to support their customers, and what additional steps customers should consider taking to further protect their information.
- Customers who are affected will be notified directly by the breached organisation of the specific information compromised.
◉ Will Service NSW help me if I have a high-risk situation?
- If you have a suppressed address, or you're a victim of domestic violence or are a high-profile person:
- for immediate driver licence replacement:
- visit Replace a NSW driver licence, or
- contact Service NSW for help during business hours
- for help if you are in immediate danger, call NSW Police on Triple Zero (000).
- for immediate driver licence replacement:
◉ What should I do to protect myself if I suspect I am a victim of fraudulent activity?
- Look out for any suspicious or unexpected activity across your online accounts, including your bank accounts.
- Make sure to report any fraudulent activity immediately to the affected provider.
- Be alert for contact from scammers who may have your personal information. This may include suspicious emails, texts, phone calls or messages on social media.
- Never click on any links that look suspicious and never provide your passwords, or any other personal or financial information.
◉ What support is available to me in keeping my identity safe?
- Take precautions to protect yourself from fraud and scams. You can find advice on the ID Support NSW website.
- Contact ID Support NSW if you are affected by identity crime and need to replace NSW Government-issued documents such as a driver licence or birth certificate.