Visit our Security and Privacy Hub to learn what we're doing, and what you can do, to keep your personal and health data safe.

Support for our customers

Cyber Response Support Program

Our dedicated Cyber Response Support Program offers guidance and ways to guard, support, and protect current and former customers who have been affected by this crime. Read below for more information on the services we have made available.


Minimise the risk of identity theft and stay vigilant for any targeted scams

Specialist identity protection advice and resources

IDCARE, Australia’s national identity and cyber support community service, has a dedicated page for Medibank customers with advice you can follow. You can also book a one-on-one consultation.

Identity monitoring services

Access 12 months of credit reporting and dark web monitoring from Equifax if your primary ID (eg. passport) has been compromised. Be alerted to key changes on your credit report​, and have the added support of up to $15000 identity theft insurance.

Staying safe online

  • Update your My Medibank password with a strong password or passphrase. Learn how to change your password quickly and easily on My Medibank online, or the My Medibank app. There is also no need to change your Medibank policy number.
  • Learn to recognise scams and always be alert for any phishing scams that may targeted at you via phone, post or email. Remember, Medibank will never contact you to demand money, ask for your password or sensitive information, or attempt to call you outside of business hours unless by prior arrangement.
  • To report a scam, please visit Scamwatch.
  • If someone contacts you threatening to release your data unless you pay them, report it immediately via ReportCyber

We've made your data more secure

We're working alongside the best cyber security experts to ensure our systems are better protected. We've improved our capability to block overseas and untrusted network access, and added advanced threat monitoring.

We're also taking extra security steps to further protect you, starting with two-factor authentication in our contact centres. So when you call for support, we can verify your identity, and be sure we are speaking with you and not someone else.



Seek support and manage your mental health and wellbeing.

Cybercrime health & wellbeing line

Speak to a counsellor who is trained to support victims of crime and issues related to sensitive health information. This service is available 24 hours a day, 7 days a week.

Better Minds App 

The Better Minds App has mental health and wellbeing advice and resources for dealing with the effects of cybercrime, such as feelings of anxiety or fear. It also includes additional phone-based one-on-one psychological support.

Reach out for more support

If you’re feeling distressed or anxious, please reach out. Along with calling our cybercrime health and wellbeing line (1800 644 325), you can contact your GP or the following support services:

  • BeyondBlue - information and support for anxiety, depression and suicide prevention
  • Lifeline - crisis support and suicide prevention
  • 1800RESPECT - national domestic, family and sexual violence counselling, information and support service

We can also refer you to other specific support services relating to your health. Call our cybercrime health and wellbeing line on 1800 644 325 .


Know who to contact in case of any emergencies.

Hardship support

For customers who are in a uniquely vulnerable position because of this crime, we are providing additional support on a case-by-case basis.

AFP monitoring

We are also supporting the Australian Federal Police, who are actively monitoring the internet and known criminal online sites to identify those who are buying or selling stolen information. The AFP have said they’ll take swift action against anyone attempting to benefit, exploit or commit criminal offences using stolen Medibank data.

Emergency services

If there is an imminent threat to your safety call 000.

Answers to your important questions


Important information

Staying safe online

Helpful resources and advice on protecting your information, and being vigilant to scams.

Healthcare providers

Information for medical, hospital, and ancillary providers on how to navigate the cyber incident.