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It’s important to keep your driver licence or photo identification cards secure as they contain your personal information. This includes your name, address, date of birth, signature, Customer Reference Number, card number and photo. Keeping your licence or photo identification card safe, lowers the chance of someone getting hold of your personal information and misusing it.
Signs that your photo identification is compromised
The details on your driver licence or photo identification card could be compromised if:
a bank, phone company or other organisation that holds your details experiences a data breach
you notice suspicious activity on accounts with an organisation that holds your identity details
someone gets access to the information shown on your licence or photo identification card, or access to the card itself.
Replacing a photo identification card is important
Replacing your licence or photo identification card, when compromised, helps protect your identity and personal information from misuse.
Your new licence or photo identification card will have a new card number. This unique card number is like a CVV number on the back of a credit or debit card and changes each time you replace or renew your licence or photo identification card.
When you use your licence as identification with organisations such as banks and phone companies, they need to use both your card number and Customer Reference Number to verify your identity through the Australian Document Verification Service. The verification will fail if an old card number is provided.
What to do if your photo identification is compromised
We can help you replace your licence or photo identification card if:
you are informed that the details on your licence or photo identification card have been compromised
you suspect that the details on your licence or photo identification card have been compromised, for example, you find out that your personal details have been used for fraudulent activity.
Replacing your photo identification
Replace your licence
You can quickly and easily replace your licence and pay the replacement fee:
Recently replaced or renewed photo identification cards
If your licence or photo identification card details have been compromised in a data breach, and you’ve renewed or replaced your licence or photo identification card recently, you may not need to replace your card because the card number will have changed. If you’re not sure, contact us for help.
Applying for a new Customer Reference Number
You only need to apply for a new Customer Reference Number, if your details have been used for fraudulent activity and are at risk of continued fraudulent activity.
When your licence or photo identification card is replaced, the replacement card will have a new unique card number.
Keeping your photo identification safe
Look out for simple ways to protect your identity.
Delayed mail delivery of your photo identification card If you haven't received your licence or photo identification card within 21 days of it being sent, contact us for help.
Cancel your photo identification card when no longer needed Cancel it to prevent it being used illegally by someone else.
Changing address Update your address with us within 14 days. This is not only a legal requirement but also stops mail from being sent to your old address where someone else may get access to it.
Sharing your photo identification Be mindful of who you share your licence or photo identification details with and ask how the information will be stored. We allow organisations such as banks and phone companies to verify your identity against our records when needed, however we cannot control how these organisations store your information and their security measures.
What we ask when confirming your identity over the phone Our Customer Contact Centre team ask a series of questions to confirm your identity, such as your Customer Reference Number, full name and date of birth, and send an SMS to the mobile number recorded on our system for confirmation. We don’t take credit card or other payment details over the phone. If you are asked to provide your details over the phone but you are unsure who is calling, ask for the caller’s name and where they are calling from and verify the caller’s identity by contacting us directly on 13 23 80.
Download and use our digital licence The digital licence is an easy and secure way to store and use your driver licence, marine licence or photo identification card on your mobile device. You choose what information you share with others depending on the circumstances, and you must give consent to share this data every time. For example, if you only need to prove you are over 18, you can tell the app to show the verifying person your photo and confirm you are over 18 – the app will not show your name, your date of birth or where you live. Make sure that you keep your device secure by using a screen lock with a strong passphrase or biometric unlock, and only installing and updating apps from trusted sources, such as the App Store or Google Play.
Looking for more information?
Read more about preventing identity theft and recent data breaches by visiting IDCARE, Australia and New Zealand’s national identity and cyber support service.
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[How to protect your identity]
To protect Queenslander’s identities. The Department of Transport and Main Roads has put measures in place to better protect customers from unauthorised use of their driver's licence or photo identification card.
This means that organisations such as banks and telcos that verify your identity using your card details. Now need to complete a two-factor verification process to confirm your identity. Making your data more secure. When you are applying for finance, signing up to online services or even selling items on eBay, you now need to provide your customer reference number and card number, which is located on the back of your card.
This is because both numbers on your card must pass a Document Verification Service or DVS check. The DVS is the service that organisations use to confirm your identity by verifying your details against TMR records. The DVS is managed by the Department of Home Affairs and also validates other government issued products like passports and Medicare cards.
The unique card number on the back of your card is similar to the CVV number on a credit or debit card when making online purchases. Having two unique numbers helps protect Queenslanders against unauthorised use of their identity. Unlike the customer reference number, the card number changes each time you are issued a new card.
This means that you will only need to get a new card issued when both your customer reference number and card number have been compromised, making it quicker and easier for you to protect your identity.
If your card details have been compromised. You can easily replace your card online for a fee or visit a Transport and Main Roads Customer Service Centre. This will generate a new card number and you will be provided with a new card. This means your identity will no longer be compromised.
Please keep a copy of your receipt and seek reimbursement for the licence replacement cost from the organisation responsible for the data breach.
Find out more by searching Protecting your identity. [Queensland Government logo]
