News

Recent data breaches are a timely reminder to protect yourself from misuse of your personal data and scams. 

So, when someone calls you saying they’re from the Australian Passport Office (APO), how do you know it’s us? 

APO staff will only contact you to help us process a passport application for you or your child. 

What to expect when we call 

When we call you, we’ll call from a landline. The officer will provide their first name, and where they’re from. 

They’ll ask you for some information to confirm they’re talking to the right person.  

If you’re not sure if it’s really us, you can call us back on 131 232 to check. 

If it was us, the officer will confirm the call is legitimate and help you with your application. 

Other ways we may contact you 

We also send important information via emails, text messages and letters. Our messages may include: 

• requests and reminders to attend appointments 
• notification of a Registered Post tracking number to let you know your passport is on its way 
• passport renewal reminders. 

How to protect against scams  

Scams can look genuine, and it can be difficult to tell when something is fake. If you’re concerned, the IDCARE website has advice and support.  

If you’ve received a scam message or phone call, report it to Scam Watch.  

Read more about scams and identity on our website. 

Some customers have received a second email from us advising their passport is being posted or is ready for collection.

If you already have your passport, please disregard this email.

This was the result of a minor system issue which has now been fixed.

This issue is not related to the Optus data breach.

If your passport has been lost or damaged in the recent floods in Victoria and New South Wales, you may be eligible for a free replacement.  Call us on 131 232 for more information.

The Australian Government has taken rapid action to protect victims from identify fraud following the Optus cyberattack in September.

Optus has advised the Australian Passport Office (APO) that over 100,000 Australian passport numbers were compromised as a result of this cyberattack. Optus is contacting impacted customers directly.

If Optus has advised you that your passport number was compromised through this incident, you don’t need to replace your Australian passport.

Your passport is still safe to use for international travel. The passport numbers cannot be used to obtain a new passport. Robust controls are used to protect passports from identity takeover, including sophisticated facial recognition technology.

The Government has taken action to ensure Australian passports compromised as part of the Optus breach won’t verify through the Document Verification System (DVS). This will safeguard customers' personal identity information online.

Government departments, and financial organisations like banks, use the DVS to check identity documents online. They ensure they are valid before they grant access to health and welfare payments or financial services, such as home loans.

This measure complements the Government’s amendments to the Telecommunications Regulations, which enable telecommunications companies to temporarily share approved government identifier information with regulated financial service entities.

Once a customer's Australian passport has been blocked through the DVS, they can still take their passport physically with them to an institution or establishment as proof of identity.

More information:

• Contact Optus customer service directly on 133 937, or go to their Passport Information webpage
• Go to our Frequently Asked Questions on the Optus data breach and passport information
• See the Australian Cyber Security Centre's Optus data breach alert.

If you’re thinking of travelling overseas during the summer break, plan ahead. 

Like many countries, Australia is experiencing unprecedented demand for passports. 

If you need a new passport, you should lodge your application now. Where possible, don’t book flights without a valid passport. 

If you can’t wait at least six weeks for your passport, you can use our priority passport processing service.  

If you’ve already booked your trip and need a passport, please call 131 232 to let us know your travel dates. 

For more information on how we prioritise passport applications go to our Frequently Asked Questions page.