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If you have trouble creating, accessing or using your digital ID, help is available. In most cases, your digital ID provider is the best place to start.
Suspect fraud or a cyber security incident?
Contact the relevant provider as soon as possible. If there is an immediate risk, follow any urgent instructions provided by the provider.
Where should I start?
| If you need help with... | Where to start |
|---|---|
| Creating or accessing myID | myID support through the Australian Taxation Office Online: myID Contact Us page Phone: 1300 287 539, Monday to Friday, 8 am to 6 pm AEST/AEDT (closed national public holidays) |
| Creating or accessing another digital ID | The organisation that provides your digital ID |
| Completing identity verification | The identity service provider you are using |
| Correcting or updating your personal information | Your digital ID or identity service provider |
| Making a complaint about Digital ID related privacy issues | The privacy regulator of Digital ID, the Office of the Australian Information Commissioner (OAIC) For support or further information, see Digital ID | OAIC |
| Suspected fraud, misuse or a cyber security incident | The relevant provider, as soon as possible |
| Making a complaint about an accredited service | The provider’s complaints process |
| Possible non-compliance with Digital ID legislation | The Digital ID Regulator, the Australian Competition and Consumer Commission (ACCC) Online: Contact us or report an issue | ACCC Phone: 1300 302 502, Monday to Friday, 11 am to 3 pm AEST/AEDT (closed national public holidays) |
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What your provider can help with
Your provider can assist:
- if you cannot create or access your digital ID
- need to update or correct your information
- cannot complete identity verification
- suspect fraud or misuse of your digital ID
- experience a cyber security incident
- want to make a complaint or raise a concern
What support can you expect
Fraud and cyber security incidents
If you are adversely affected by a digital ID fraud or cyber security incident, an accredited provider must offer support. This includes access to a real person and support through a monitored channel, such as email, online chat or a call centre. For more information on fraud and cyber security incidents, refer to Fraud and cybersecurity incident policy | myID.
Identity verification
An identity service provider must give you clear instructions, explain required documents and technical requirements, and help if verification cannot be completed. It must also tell you how to update or correct your personal information.
Accessibility and assisted digital support
If you need help creating or using a digital ID, accredited providers must make assisted digital support available and publish information about their support services. They must also provide complaint and dispute resolution processes and consider user feedback to improve accessibility and usability.
Additional support in the Australian Government Digital ID System
If an incident occurs in the Australian Government Digital ID System, accredited providers have additional responsibilities. Depending on the circumstances, they may need to:
- notify you about the incident, unless notification could negatively affect you or the System
- explain their complaints process and expected resolution timeframes
- investigate issues you raise
- give you information that may assist, including relevant public resources
- refer you to another accredited provider that can assist with a technical issue
In some circumstances, the System Administrator (the Chief Executive Centrelink) may direct or recommend further action. This may include an explanation or apology, action to resolve a technical issue, or an appropriate payment.
If your issue is not resolved
- Contact your digital ID provider
Explain the issue and provide any information they reasonably need to investigate it. - Use the provider’s complaints process
Ask how the complaint will be handled and when you can expect a response. - Contact the Digital ID Regulator if appropriate
If you remain dissatisfied or are concerned that an accredited provider has not met its legal obligations, contact the ACCC as the Digital ID Regulator.
