How do we verify your identity?
Before we supply you with a product or service, or if we need to make changes to it, we might ask for some ID.
We sometimes use ID verification services to check your personal information on your identity documents (like passport, drivers’ licence and Medicare card) with the document issuer or official record holder via third-party systems.
These services give us a simple 'yes' or 'no'. If it’s a no, we won't be able to verify your identity or provide you with products or services.
We use verification partners (like GBG) to these services. They may record, use and disclose your information in accordance with their own privacy policies and legal obligations. Some of these verification partners are based outside Australia.
Our responsibilities when collecting your ID info
We take the collection of your ID info very seriously.
When we collect your ID info, we do so in line with our Privacy Statement. This means we're open about how we collect, use, and share your info and making sure we meet our obligations under Australian privacy laws.
Sometimes, we’re required by law to collect your ID info. For example:
- When we need to verify your identity for prepaid public mobile telecommunications services under the Telecommunications (Service Provider - Identity Checks for Prepaid Mobile Carriage Services) Determination 2017
- When we need to verify your identity for certain transactions in accordance with the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022.
For more information on what other laws require us to collect your personal information, refer to the Telstra Privacy Statement.
Your rights
You don’t need to share your ID info with us if you’d rather not.
Additionally, if you do not consent to us verifying your identity through a third-party service. You can do this by either cancelling your transaction with us or by letting us know directly.
Just keep in mind, if we can’t verify your identity we won’t be able to offer your our products or services.
For more information about your rights and personal information, refer to the Telstra Privacy Statement.
Complaints
Your identification information matters. If you think we’ve got something wrong in the collection, use and disclosure of your ID info, let us know.
We’ll acknowledge your complaint in writing as soon as possible and will give you an estimated timeframe for when we’ll respond.
To raise a complaint or ask about your identification information, call us on 1800 039 059 or email privacy@online.telstra.com.au
More information
The Government ID Match website provides more information about the operation and management of the identity verification service or the third party systems used.