Identity Verification Services

Before we supply you with a product or service, or when we need to make changes to your product or service, we may ask you to provide us with identification information. 

We sometimes use identity verification services that compare the personal information on your identity documents (such as passport, drivers’ licence and Medicare card) with the document issuer or official record holder via third-party systems. 

The identity verification service will let us know if there's a match with a simple 'yes' or 'no'. If the result is negative, we won't be able to verify your identity and we won't be able to provide you with products or services.

We use verification partners (such as GBG) to access the identity verification services. These verification partners may record, use and disclose your information in accordance with their own privacy policies and legal obligations. Some of these verification partners operate outside Australia. As a result, we may send your identity information overseas.

We take the collection of your identification information very seriously. Protecting your privacy is our top priority.

When we collect your identification information, we do so in line with our Privacy Statement. This means we're open about how we collect, use, and share your information. It also helps to ensure that we meet our obligations under Australian privacy laws.

In some instances, we collect your identification information to comply with Australian laws. For example:

• when we need to do identity checks for Pre-Paid public mobile telecommunications services under the Telecommunications (Service Provider - Identity Checks for Prepaid Mobile Carriage Services) Determination 2017; or
• 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 our Privacy Statement.

If you prefer not to share your identification information with us, you have the right to withhold it.

Additionally, if you do not consent to us verifying your identity through the identity verification service, you may withhold this consent. You can do this by either cancelling your transaction with us or by letting us know directly.

If you choose to withhold your information or consent, we won't be able to verify your identity. As a result, we won't be able to provide you with our products or services.

For more information about your rights and personal information, refer to our Privacy Statement.

Your identification information matters, and we want to get things right. If you believe we've missed the mark on the collection, use and disclosure of your identification information, 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