Privacy Notice

About this Privacy Notice

In this Privacy Notice ‘we’, ‘us’ or ‘our’ means Australia Post.

Australia Posts collects your information to verify your identity by checking your details against existing government records. 

The Digital iD™ Privacy Notice details the kind of personal information we will collect, why we need it and how we use it in connection with Digital iD™ services.  We will only collect the information necessary to provide you with this service. Without this information the related services cannot be provided.

Australia Post is bound by the Privacy Act 1988 and the Australian Privacy Principles which regulate the way we collect, use, share and store personal information. When you use Digital iD™ you consent to the way we will handle your information in accordance with this Privacy Notice and the Australia Post Group Privacy Statement.

About Digital iD™

Australia Post Digital iD™ is a simple and secure way to prove who you are online and in person.  When you use our service to verify your identity or conduct a visa check we compare the information in your identity documents against existing government records to confirm they match.

When using this service, you are always in control - you decide when to share your personal information and with whom, so it won’t be shared without your consent.  You can elect to decline any offer to use the Digital iD™ service on the website of a partner organisation or when asked for your consent via the app.

You can use Digital iD™ for a single transaction or you can create an account using our app and reuse it again wherever Digital iD™ is accepted.  This includes at Australia Post retail outlets when collecting parcels or applying for a mail redirection or hold.  If you’re 18 and over, Keypass in Digital iD™ is accepted as proof of age to enter participating licensed venues across Australia (excluding WA) and as proof of age for alcohol deliveries or collection at a retail outlet.

Digital iD™ can also be used to complete a visa entitlement check to verify your visa details and conditions.  If you are not entitled to be in Australia, the Government may use the information to locate you. 

When you use our website or app to verify your identity or conduct a visa entitlement check, your document details are validated with the document issuer including the Government and other issuing authorities to confirm they match.

What is personal information?

‘Personal information’ is information or an opinion that identifies you or information that can be used to identify who you are.  This may include information like your name, contact details, date of birth or more sensitive information such a biometric information we process when performing face matching using images of your face. 

The information we collect, use and hold

We will only collect the information necessary to provide you with this service, which will depend on how you use the Digital iD™ service.  The personal information we collect, use or hold may include:

  • your contact details such as address, email address and phone number
  • information contained in the identity documents you provide which may include, for example your name, date of birth, the type of document, document issuer, government related identifiers such as passport details, driver’s licence numbers.  (Your personal information including document identifiers are retained in an encrypted format)
  • indicators of potentially fraudulent activity
  • information about your device such as device type, IP address and system interactions. 

Once we have verified your identity documents, we will keep an audit log of:

  • your consent
  • the verification results
  • the date and time you used the service
  • all successful or unsuccessful attempts to verify your information. 

Collecting your information

We will collect personal information directly from you, when:

  • you use Digital iD™ service for a single transaction or set up a user account
  • you add additional verification documents to your profile
  • you interact with the Digital iD™ platform
  • the identity checking process is completed in person at an Australia Post outlet.

Using your information

  • when you elect to use the Digital iD™ service with a partner organisation or when you set up a Digital iD™ account
  • to compare and validate your identity documents
  • to verify your visa details and conditions
  • when you add additional identity documents, we will match the details against information previously provided
  • to send you secure messages or alerts to your device
  • compare your selfie image against an identity document photograph to see if they match
  • to detect, prevent, manage and investigate suspected fraud or unlawful activity
  • to assist with your questions or complaints
  • for any purpose where you have given your consent
  • when we are required or authorised to do so under Australian law.

Sharing your information

With your consent, your information will be shared with document verification service providers to check against existing government records. This includes for example the following document issuers:

  • passport or travel documents with the Department of Foreign Affairs and Trade
  • a visa entitlement check with the Department of Home Affairs
  • Medicare details with Services Australia or
  • a driver licence with the relevant state or territory roads and traffic authorities.

We will not:

  • store images of your ID documents
  • use or disclose your personal information collected as part of our identity verification services for direct marketing purposes.

Keeping your information safe

To prevent others from accessing your details, Digital iD™ uses encryption technology to secure your information in transit and at rest as well as the security features on your device such as touch ID, face ID and passwords. You are in control of your information - your details cannot be shared by anyone else without your permission.  

All information collected is held on our cloud storage, on servers located in Australia. We retain effective control over any personal information held on our cloud, and the information is handled in accordance with the Australian Privacy Principles.

You should be aware that when your personal information may be used and/or disclosed outside Australia, when you:

  • authorise a foreign organisation to access or process your information outside Australia;
  • authorise a foreign organisation to access your information for Digital iD™ purposes, or
  • seek to authenticate your identity using a foreign-issued ID document that we accept.

If you complete an identity check in person at an Australia Post outlet, the information received may be stored on our retail data system for up to 90 days for processing and auditing purposes.

To protect you and your account in the following situations your Digital iDTM account will be suspended when:

  • we detect actual or suspected fraud activity. For example, if an individual attempts to add your verified identity details (e.g. same licence details) under a different account
  • we reasonably believe it is necessary to protect the integrity of Digital iD or your personal information e.g. compromised, misused or attempted misuse 
  • your account has been inactive for up to 5 years
  • we are required by law to do so.

Accessing and correcting/updating your information

Accessing your information

Only you can access the personal data we hold about you via the Digital iD™ app. Australia Post cannot access or view your encrypted information. If you delete your Digital iD™ account, your data will no longer be accessible to you (see Deleting your information).

Correcting/Updating your information

If you need to correct any of the details in your identity documents, you must directly engage with the issuing authority, for example the relevant or state or territory roads and traffic authorities.

If the details of your identity documents have changed since you saved them in the Digital iD™ app, you have two options:

  • you can update the details of the document in the app and provide a linking document (a change of name certificate) if the name on the new document is different, OR
  • you can delete the app and start the verification process again.

Deleting your information

If you didn’t opt to save your details to the Digital iD™ app when you verified your identity online, then your data will automatically be deleted after 28 days.

If you have saved your details, you can either delete a document, delete your app or delete your account.

  • deleting a document allows you to remove individual documents in the app.
  • deleting the app allows you the option to reuse your profile in the future if you have backups enabled.
  • if you choose to delete your account, you’ll need to create a new one and re-verify your information if you wish to use Digital iD™ again in the future.

Due to audit and regulatory compliance obligations Australia Post must retain transactional and audit data (non-identifiable information) for a minimum of 7 years.

When choosing any of the deletion options, the document identifiers of any documents marked as fraudulent, will be retained in an encrypted format.

Delete a document

Deleted documents may be added again at a later time provided they are valid.

Delete the app

If you delete the app you can choose to restart the app in the future - if you have iCloud or Google Drive backups enabled your Digital iD™ can be restored from backup. You will need to re-enter your PIN to verify your identity. If you haven’t backed up, you would need to create a new account and re-verify your identity information. 

If you delete the app no one else, including Australia Post, will be able to access your encrypted information as the information stored on our servers cannot be decrypted.

Note: We will retain encrypted document identifiers for fraudulent documents.

Delete your account

If you no longer wish to use this service, you can delete your Digital iD™ account by completing the following steps:

In the app

  • open your Digital iD™ app
  • tap on the "More" button in the bottom navigation pane
  • under the "Account" heading, tap the "Delete Digital iD account" and follow the instructions.

Via our website

Note: You'll need access to the phone associated with your account to finalise the deletion, but will not need to login to the app.

Due to audit and regulatory compliance obligations Australia Post must retain transactional and audit data (non-identifiable information) for a minimum of 7 years.

Suspend your account

If you don’t want to delete but only want to suspend this service on a temporary basis, you can suspend your Digital iD™ account by completing the following steps: 

Note: You'll need access to the phone associated with your account to finalise the deletion, but will not need to login to the app. To reactivate your account you will need to verify 2 identity documents.  They can be documents you have previously used provided they are valid.

Resolving any concerns

Should you require support assistance, or if you’re wanting to get in touch with the Digital iD™ team, please email us at help@digitalid.com.

If you have a privacy related question or complaint you can:

  • call our Customer Contact Centre on 13 POST (13 76 78) between 9.00am and 5.00pm EST Monday to Friday
  • send an email to privacy@auspost.com.au

If you are not satisfied with how we deal with your query or complaint, you may contact the Office of the Australian Information Commissioner (OAIC) by:

  • calling their Privacy Hotline on 1300 363 992
  • visiting the OAIC website.

More information

This Privacy Notice was last updated on 29 November 2024. From time to time, it may be necessary to update this Privacy Notice and any amendments will apply to all the information we hold at the time of the update. Click the link for more information about the Australia Post Privacy Statement.

If you need access to this Privacy Notice in a different format, please email privacy@auspost.com.au.