Latitude Cyber Incident | breach notification
Latitude Cyber Response
Information, updates and support for those affected
What's happened?
Latitude Financial was subject to a cyber-attack in March that has resulted in the theft of personal information. The theft affects customers, past customers and applicants across Australia and New Zealand.
What we are doing
We took deliberate and decisive action to contain the attack and engaged with external cyber-security experts, the Australian Cyber Security Centre, the Australian Federal Police and relevant government agencies. A full forensic investigation of this incident is ongoing.
We are working as quickly as possible to contact affected customers, past customers and applicants to let them know what personal information of theirs was compromised and what support we are providing.
To date, we have notified affected individuals with an email address on file and we are in the process of contacting other individuals by letter.
We have notified or are in the process of notifying approximately 7.9 million affected individuals in Australia and New Zealand who have had one or more of the following compromised:
Approximately 7.9 million driver licence numbers and some but not necessarily all of: name, address, telephone and date of birth
Approximately 103,000 copies of driver licences or passports
Approximately 53,000 passport numbers
Less than 100 monthly account statements
Income and expense information used to assess approximately 900,000 loan applications, including approximately 308,000 bank account numbers (but not passwords) for the disbursement of funds and approximately 143,000 credit card or credit card account numbers (but not card expiry or 3-digit CVC) for debt consolidation, the overwhelming majority of which are expired or closed.
Support for affected customers
The security and safety of our customers is our number one priority.
We have a contact centre for affected individuals:
Australia call 1300 793 416 9am to 6pm, Monday - Friday (excluding public holidays)
New Zealand call 0800 777 885 9am to 6pm, Monday - Friday (excluding public holidays)
Support is available for customers who are in a uniquely vulnerable position as a result of this incident. Our dedicated contact centre teams will be able to provide direct access to the support we have available.
Where needed we will reimburse customers for the replacement cost of their stolen ID document.
We have also partnered with IDCARE to help support those affected. IDCARE is Australia and New Zealand's national identity and cyber support service. Their expert Case Managers can work with affected individuals to provide advice on specific concerns about the theft of personal information. Please visit https://www.idcare.org/latitude-incident-response or call 1800 595 160 (Australia) or 0800 121 068 (New Zealand) and use referral code LAT23.
Answers to your questions
We're continually updating FAQs in our online Help Centre which you can view at the links below.
Australia Help Centre
New Zealand Help Centre
You can view latest news and the cybercrime timeline in our online newsroom.
Steps you can take to protect yourself
There are immediate precautions that you can take:
Contacting one of Australia's credit reporting agencies for a credit report so you can check if your identity has been used to obtain credit without your knowledge.
In New Zealand, checking your credit record to confirm if your identity has been used to obtain credit without your knowledge. Please refer to www.govt.nz/browse/consumer-rights-and-complaints/debt-and-credit-records/check-your-own-credit-report for further information.
You can also request the agencies to place a credit ban or suspension on your credit file via their website or by contacting them directly. While a ban or suppression is in place it may be more difficult for you to apply for credit. For example, a credit provider may need to collect more personal information directly from you.
Credit Reporting Agency Website
Illion AU: illion.com.au/credit-report-ban-request/
NZ: dbcsprodaecdn.azureedge.net/web/themes/cycnz/ assets/static/SuppressionRequestFormCYCNZ.pdf
Equifax AU: www.equifax.com.au/eform/submit/credit-ban
NZ: equifax.co.nz/credit-file-suppression
Experian experian.com.au/consumer/request-a-ban
Centrix centrix.co.nz/my-credit-score/suppress-your-credit-file/
Be Alert
We urge customers to be vigilant with all online communications and transactions including:
Staying alert for any phishing scams via SMS, phone, post or email.
Always verifying the sender of any communications received to make sure they're legitimate.
Not opening texts from unknown or suspicious numbers.
Updating passwords regularly with 'strong' passwords, not re-using passwords and activating multi-factor authentications when available on any online accounts.
Latitude will not contact customers asking for passwords or sensitive information.
If you are a victim of cybercrime, you can report it at ReportCyber on the Australian Cyber Security Centre website.
In New Zealand You can refer to the Office of the Privacy Commissioner for information privacy.org.nz
If you wish to report a scam or a vulnerability, go to ScamWatch.
Information, updates and support for those affected
What's happened?
Latitude Financial was subject to a cyber-attack in March that has resulted in the theft of personal information. The theft affects customers, past customers and applicants across Australia and New Zealand.
What we are doing
We took deliberate and decisive action to contain the attack and engaged with external cyber-security experts, the Australian Cyber Security Centre, the Australian Federal Police and relevant government agencies. A full forensic investigation of this incident is ongoing.
We are working as quickly as possible to contact affected customers, past customers and applicants to let them know what personal information of theirs was compromised and what support we are providing.
To date, we have notified affected individuals with an email address on file and we are in the process of contacting other individuals by letter.
We have notified or are in the process of notifying approximately 7.9 million affected individuals in Australia and New Zealand who have had one or more of the following compromised:
Approximately 7.9 million driver licence numbers and some but not necessarily all of: name, address, telephone and date of birth
Approximately 103,000 copies of driver licences or passports
Approximately 53,000 passport numbers
Less than 100 monthly account statements
Income and expense information used to assess approximately 900,000 loan applications, including approximately 308,000 bank account numbers (but not passwords) for the disbursement of funds and approximately 143,000 credit card or credit card account numbers (but not card expiry or 3-digit CVC) for debt consolidation, the overwhelming majority of which are expired or closed.
Support for affected customers
The security and safety of our customers is our number one priority.
We have a contact centre for affected individuals:
Australia call 1300 793 416 9am to 6pm, Monday - Friday (excluding public holidays)
New Zealand call 0800 777 885 9am to 6pm, Monday - Friday (excluding public holidays)
Support is available for customers who are in a uniquely vulnerable position as a result of this incident. Our dedicated contact centre teams will be able to provide direct access to the support we have available.
Where needed we will reimburse customers for the replacement cost of their stolen ID document.
We have also partnered with IDCARE to help support those affected. IDCARE is Australia and New Zealand's national identity and cyber support service. Their expert Case Managers can work with affected individuals to provide advice on specific concerns about the theft of personal information. Please visit https://www.idcare.org/latitude-incident-response or call 1800 595 160 (Australia) or 0800 121 068 (New Zealand) and use referral code LAT23.
Answers to your questions
We're continually updating FAQs in our online Help Centre which you can view at the links below.
Australia Help Centre
New Zealand Help Centre
You can view latest news and the cybercrime timeline in our online newsroom.
Steps you can take to protect yourself
There are immediate precautions that you can take:
Contacting one of Australia's credit reporting agencies for a credit report so you can check if your identity has been used to obtain credit without your knowledge.
In New Zealand, checking your credit record to confirm if your identity has been used to obtain credit without your knowledge. Please refer to www.govt.nz/browse/consumer-rights-and-complaints/debt-and-credit-records/check-your-own-credit-report for further information.
You can also request the agencies to place a credit ban or suspension on your credit file via their website or by contacting them directly. While a ban or suppression is in place it may be more difficult for you to apply for credit. For example, a credit provider may need to collect more personal information directly from you.
Credit Reporting Agency Website
Illion AU: illion.com.au/credit-report-ban-request/
NZ: dbcsprodaecdn.azureedge.net/web/themes/cycnz/ assets/static/SuppressionRequestFormCYCNZ.pdf
Equifax AU: www.equifax.com.au/eform/submit/credit-ban
NZ: equifax.co.nz/credit-file-suppression
Experian experian.com.au/consumer/request-a-ban
Centrix centrix.co.nz/my-credit-score/suppress-your-credit-file/
Be Alert
We urge customers to be vigilant with all online communications and transactions including:
Staying alert for any phishing scams via SMS, phone, post or email.
Always verifying the sender of any communications received to make sure they're legitimate.
Not opening texts from unknown or suspicious numbers.
Updating passwords regularly with 'strong' passwords, not re-using passwords and activating multi-factor authentications when available on any online accounts.
Latitude will not contact customers asking for passwords or sensitive information.
If you are a victim of cybercrime, you can report it at ReportCyber on the Australian Cyber Security Centre website.
In New Zealand You can refer to the Office of the Privacy Commissioner for information privacy.org.nz
If you wish to report a scam or a vulnerability, go to ScamWatch.
