Latitude Financial data breach FAQs

21 Mar 2023

NSW Government

Customers who have had their NSW driver licence details exposed in the Latitude Financial data breach are encouraged to replace their card.

When will customers hear from Latitude Financial about the breach?

Customers affected will be notified by Latitude Financial of the specific information compromised.

Latitude has advised customers that they will notify customers.

Who needs a replacement driver licence card?

Customers only need to replace their driver licence card if they are notified by Latitude Financial that their driver licence details have been compromised.

Replacing a licence card is simple and can be done online via the Service NSW website or in person at a Service NSW Centre.

Customers who have replaced their driver licence card online in the past 12 months will need to visit a Service NSW Centre in person.

Customers who have replaced their driver licence card recently but have not provided those credentials to Latitude Financial may not need to replace their card again.

What if customers want to replace their driver licence card as a precaution?

There is no need to replace a NSW driver licence card unless Latitude Financial has notified the details have been exposed.

Latitude will confirm to each impacted customer what personal information has been stolen, what they are doing to support them and what additional steps customers should consider taking to further protect their information.

Who will pay for a replacement driver licence card?

Customers will need to pay $29 for the replacement and discuss with a Latitude Financial representative if they wish to be reimbursed.

What if I have already replaced my card in the past 12 months?

Customers who have replaced their driver licence card recently and have not provided those credentials to Latitude Financial since replacement may not need to have their card replaced again.

If you have replaced your card in the past 12 months and would like to replace it again, you will need to do this in store at a Service NSW centre.

This is to maintain the security of your driver licence.

I have a suppressed address / am a victim of domestic violence / a high profile person and need to replace my driver licence immediately. Will Service NSW help me with this?

If you feel you are at risk of immediate danger call NSW Police on 000.
For immediate driver licence replacement visit Replace a NSW driver licence.

What should customers do to protect themselves if they suspect they are a victim of fraudulent activity?

Look out for any suspicious or unexpected activity across your online accounts, including bank accounts.

Make sure to report any fraudulent activity immediately to the related provider.
Look out for contact from scammers who may have your personal information. This may include suspicious emails, texts, phone calls or messages on social media.

Never click on any links that look suspicious and never provide your passwords, or any personal or financial information.

What support is available in keeping customers’ identities safe?

It is always a good idea to take precautions to protect yourself from fraud and scams. You can find advice here.

If you are affected by identity crime and need to replace your Government issued documents, such as a driver licence or a birth certificate, ID Support NSW will be able to help you do that.

You can contact ID Support NSW by phone on 1800 001 040 or via their online form. The team is available Monday to Friday from 9am to 5pm.