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Clear out junk files and repair common Windows errorsFree Scan →Scan for outdated or missing drivers - takes under a minuteDriver Scan →Repair Windows errors before they cause bigger problemsFix Now →Medibank reported that its October 2022 cyber incident affected about 9.7 million current and former customers, authorised representatives and international customers across Medibank and ahm. Information involved varied by person and could include contact details, identity information and health claims data. Some personal information was later published on the dark web, the Office of the Australian Information Commissioner (OAIC) says.
How many people were affected?
In a 1 December 2022 company update, Medibank estimated that around 9.7 million people were affected: about 5.1 million Medibank customers, 2.8 million ahm customers and 1.8 million international customers. The company described the total as including current and former customers and some authorised representatives. These are approximate figures reported by Medibank, not a separately verified count.
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The OAIC describes unauthorised access to records of current, former and prospective Medibank customers, including ahm and international customers and authorised representatives. It says some personal information was released on the dark web. The OAIC’s incident information also explains a separate representative-complaint process and its relationship to the Federal Court class action.
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What information was exposed?
The Australian Cyber Security Centre (ACSC) lists the following types of information among data involved in the incident. This does not mean every item applied to every affected person:
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- Names, addresses, dates of birth, phone numbers and email addresses.
- Medicare numbers for some ahm customers; the ACSC says Medicare expiry dates were not involved.
- Passport numbers for some international students; the ACSC says passport expiry dates were not involved.
- Some health claims data.
See the ACSC’s Medibank incident guidance for its description of the information and security steps.
What should affected customers do?
Watch for scams and unusual activity
Be wary of unexpected calls, messages or emails that refer to Medibank, ahm, a claim or exposed personal details. Do not follow links or give out passwords, verification codes or financial information in response. Monitor your financial and other accounts and devices for activity you do not recognise. Report suspicious activity to the relevant organisation or agency, your bank and IDCARE as appropriate. The ACSC recommends keeping devices updated, enabling multi-factor authentication, making regular backups and limiting account access to what is needed.
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Contact your insurer, bank or identity-support service
The OAIC’s 25 October 2022 advice told potentially affected Medibank and ahm customers to contact their insurer, and people concerned about identity compromise to contact their bank and IDCARE. That advice page is dated; check current contact details and service availability before calling. If you receive a message claiming to be from one of these organisations, use contact details from its official website rather than the message.
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Replace an exposed Medicare card if needed
If you believe your Medicare card was exposed, the ACSC says you can replace it at no cost through myGov. This guidance concerns Medicare cards; it is not a general replacement process for passports or other identity documents.
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Consider multi-factor authentication
Enable multi-factor authentication (MFA) on accounts that offer it, especially email and financial accounts. MFA adds a verification step beyond a password. A compatible hardware security key is one option on services that support it, but it is not required, cannot undo information already exposed and does not prevent every form of identity misuse. The ACSC recommends MFA generally rather than endorsing a particular product.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What is the status of the OAIC legal action?
On 5 June 2024, the OAIC announced that the Australian Information Commissioner had filed civil penalty proceedings against Medibank in the Federal Court. The Commissioner alleged that, from March 2021 to October 2022, Medibank seriously interfered with the privacy of 9.7 million Australians by failing to take reasonable steps to protect their personal information. This is an allegation, not a finding that the court has made.
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The OAIC said the proceedings concern Australian Privacy Principle 11.1, which requires reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. It stated that the court could impose up to $2,220,000 per contravention at the penalty rate applicable to the alleged period. That was a possible maximum, not an imposed penalty; whether a penalty would be ordered and its amount were for the court to decide.
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How the representative complaint differs from the class action
The OAIC says its representative-complaint process is separate from the Federal Court class action. Its notice explains that potential class-member status depends on whether an individual’s personal information was exposed and sets out options for remaining in or withdrawing from the representative complaint. Those choices may have legal consequences; read the current OAIC notice and linked legal resources before deciding. This general explanation is not individual legal advice.
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