The NSW Government is working with Optus to support impacted customers following the recent cyberattack on the telco’s database.

The majority of customers with NSW driver licence data exposed in the Optus breach had only their driver licence number accessed.

These customers do not need to replace their licence

Who needs a replacement driver licence

You only need to replace your NSW driver licence if Optus has notified you 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 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.

Most Optus customers impacted by the Optus data breach do not need to replace their NSW driver licence because only one of the numbers on their driver licence, the licence number, has been accessed.

If both your driver licence number and card number (top right of the card) were accessed in the Optus data breach:

  • Optus will contact you
  • 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.


When will I hear from Optus about this?

Customers affected will be notified by Optus of the specific information compromised. Optus has advised customers that they will not send links in any emails or SMS messages.

Optus has advised customers that the safest way to contact them is via the My Optus App. Alternatively, customers can call them on 133 937 for consumer customers and 133 343 for business customers. 

Optus is available Monday to Friday from 9am to 6pm and Saturdays from 9am to 5pm (AEST).

I think my driver licence may have been compromised – what do I do?

You will receive a notification from Optus on the necessary remediation activities required in relation to your driver licence.

If Optus recommends you replace your licence, visit Replace a NSW driver licence.

What if I want to replace my driver licence as a precaution?

There is no need to replace your NSW driver licence unless Optus has informed you that both your licence number and your card number were compromised. The licence number on its own is not enough to pass a DVS check.

We strongly encourage Optus customers to replace their driver licence only if they have been notified that their licence number and their card number have been compromised.

Who will pay for a replacement driver licence?

You will need to pay for the replacement and discuss with an Optus representative if you wish to be reimbursed.

What information may have been compromised?

The information which may have been compromised includes customer names, dates of birth, phone numbers, email addresses, addresses, ID document numbers such as driver licence, passport numbers or Medicare numbers.

Customers who are affected will be notified directly by Optus of the specific information compromised. 

I have a suppressed address / am a victim of domestic violence / a high profile person and need to replace my driver licence immediately. Will Service NSW help me with this?

If you feel you are at risk of immediate danger call NSW Police 000. 

For immediate driver licence replacement visit Replace a NSW driver licence.

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 related provider. 

Look out 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 personal or financial information.

What support is available to me in keeping my identity safe?

It’s always a good idea to take precautions to protect yourself from fraud and scams. You can find some advice on the ID Support NSW website

If you are affected by identity crime and need to replace your NSW Government issued documents, such as a driver licence or a birth certificate, ID Support NSW will be able to help you do that. 

You can contact ID support by phone on 1800 001 040 or via their online form. The team is available Monday to Friday from 9am to 5pm.

Where can I find more information?

More information can be found on the Optus website.

Related information

Last updated: 13 September 2023