My Home Hospital and Medibank cybercrime event updates and support

Important information and advice on how to navigate the recent cyber event.

Clipboard with heart Icon

Patient support package

Cyber support for your personal needs

Cyber incident resources

Additional information to help you

Computer screen icon


Answers to your important questions  

An update for My Home Hospital patients

2pm, Friday 2 December

Medibank has become aware that the criminal has released My Home Hospital (MHH) information on the dark web.

We previously advised patients that their information may have been accessed. We can now confirm that based on our investigation, the below MHH patient information has been stolen and released on the dark web:

  1. Patient name, address, email address, date of birth and phone number
  2. Patient’s emergency contact details
  3. Details of the person and organisation that referred to MHH
  4. Health information collected prior to 13 October 2022 (being patient care plan information, admission and discharge notes written by a MHH clinician, including patient’s primary condition).

MHH is a service delivered by a joint venture between Calvary and Medibank on behalf of Wellbeing SA and the South Australian Government.

MHH is in the process of contacting patients, referrers and emergency contacts impacted to advise them that this information has now been released on the dark web. Anyone who believes they are impacted can also call our dedicated line on 1800 081 245.

*** All those impacted by the cybercrime were contacted by 9 December ***

Support for patients

Medibank has extended its cybercrime support package to MHH patients including:

  • A cybercrime health & wellbeing line – counsellors who have experience supporting people (such as those at risk of domestic violence) and have been trained to support victims of crime and issues related to sensitive health information
  • Mental health outreach service – proactive support service for patients or through referral from our contact centre team
  • Personal duress alarms for patients particularly vulnerable and/or with safety risks
  • Hardship support for patients who need support as a result of this crime
  • Specialist identity protection advice and resources through IDCARE’s purpose-built page for MHH patients
  • Free identity monitoring services for patients whose primary identity has been compromised as a result of this crime
  • Specialised teams to help our patients who receive scam communications or threats in relation to this cybercrime

For further information on how to access the Cyber Response Support Program, please call our contact centre team on 1800 081 245.

Reach out for support

We understand this crime will be distressing for many MHH patients. Along with calling Medibank’s Mental Health Support line, you can contact your GP or the following support services:

If there is an imminent threat to your safety call Triple Zero.  

Remaining vigilant

Medibank recommends being vigilant with all online communications and transactions, namely:

  • Being alert for any phishing scams that may come to you by phone, post or email.
  • Making sure to verify any communications you receive to ensure they are legitimate.
  • Being careful when opening or responding to texts from unknown or suspicious numbers.
  • Regularly updating your passwords with ‘strong’ passwords, not re-using passwords and activating multi-factor authentication on any online accounts, where available.

We unreservedly apologise to all our patients.


1 pm, Wednesday 9 November

Medibank has today become aware that the criminal has released files on a dark web forum containing customer data that is believed to have been stolen from Medibank’s systems. We can confirm that at this stage My Home Hospital(MHH) data has not been released on the dark web. This could change, Medibank’s investigations continue. We will inform My Home Hospital patients, referrers and emergency contacts if there is any change to information accessed and if any MHH data is confirmed stolen or has been included in the files on the dark web. 

Medibank is working with the Australian Government, including the Australian Cyber Security Centre and the Australian Federal Police.  The Australian Federal Police is investigating this cybercrime.

If you are a victim of cybercrime, you can report it at ReportCyber on the Australian Cyber Security Centre website.  To report a scam, go to ScamWatch.  If you believe you are at physical risk, please call emergency services (000) immediately.

My Home Hospital patients, referrers and emergency contacts can also call 1800 081 245. 

Medibank encourages all those who may be impacted to remain vigilant with all online communications and transactions including:

  1. Being alert for any phishing scams via phone, post or email
  2. Verifying any communications received to ensure they are legitimate
  3. Not opening texts from unknown or suspicious numbers
  4. Changing passwords regularly with ‘strong’ passwords, not re-using passwords and activating multi-factor authentications on any online
             accounts where available.
  5. Medibank and MHH will never contact you asking for password or sensitive information

The Australian Government has activated the National Coordination Mechanism to bring together agencies across the Australian Government, states and territories.


10 am, Friday 28 October

My Home Hospital (MHH) is a service delivered by a joint venture between Calvary and Medibank on behalf of Wellbeing SA and the South Australian Government.

Medibank has recently been subject to a cybercrime event, which is being investigated by the Australian Federal Police.

The ongoing investigation has now found that the criminal has accessed data that includes some MHH patient information.

The data accessed includes some personal information (including some health data).

While Medibank has not yet determined if the information has been illegally taken from our system, we know it has been accessed.

We unreservedly apologise to our patients who have been the victims of this very serious crime.

We appreciate this will be distressing for you.

If we find your data has been stolen or accessed, we will notify you as soon as possible, which will include specific advice and support.


We have a range of support available including:

  • A hardship package to provide support for patients who are in a uniquely vulnerable position as a result of this crime. The support will be provided on an individual basis
  • Access to Medibank’s mental health and wellbeing support line for all patients (1800 644 325)
  • Access to specialist identity protection advice and resources from IDCARE
  • Free identity monitoring services for patients who have had their primary ID compromised
  • Reimbursement of fees for re-issue of identity documents that have been fully compromised in this crime

We have set up a dedicated team to help answer any questions you may have please call 1800 081 245.


For more information:

Answers to your important questions


Information for next of kins/carers/emergency contacts of MHH patients

Information for referrers to MHH services

Patient support package

Mental health support

You can speak to our experienced and qualified mental health professionals 24/7 over the phone to discuss any mental health questions or issues on 1800 644 325. This is a free service for My Home Hospital patients impacted by this crime.


Identity monitoring

If we have contacted you to inform you that your primary ID (e.g. passport, driver's licence, birth certificate) has been fully compromised, we will provide you with identity monitoring support. If you believe your primary ID has been fully compromised, please contact us.   



If you are in a uniquely vulnerable position as a result of this cybercrime, please call us on 13 23 31.



Identity protection support

We have engaged the specialist support services of IDCARE, Australia’s national identity and cyber support community service. IDCARE resources are available for My Home Hospital patients, and they provide specialist information for individuals who believe they are at heightened risk due to the exposure of their information. 



We will provide reimbursement of fees for re-issue of identity documents that have been fully compromised in this crime. This will be assessed on an individual basis. Where we are aware that identity documents of specific patients have been compromised, we are contacting these patients directly.



What to do if you’re affected

If you’ve heard from us that your information has been compromised, it’s important to act quickly.

Find out what to do on the OAIC website: Respond to a data breach notification     


If you suspect you've been hacked

The Australian Cyber Security Centre (ACSC) website can help you to identify whether you are a victim of a cyberattack, and what you can do: Have you been hacked?

You can also ring the ACSC’s Cyber Security hotline 24/7 on 1300 CYBER1 (1300 292 371).                                                                      

How you can help protect your personal information

Protecting your identity

If you’ve been affected by identify theft, it’s important to act fast. Find out what steps to take on the OAIC website: Identity fraud

You can discover how to protect your personal information and help prevent identity theft at Moneysmart.


Staying vigilant to scams

ScamWatch has lots of information on how to identify scams and protect yourself from them, as well as a list of the latest and most common scams to watch out for.                                             



Have questions?

Our team of experts are ready to help!

Enter your postcode to find your nearest store to have a face-to-face chat!

Fill in the form below or get in touch by calling our dedicated line 1300 110 086.
We are open on Sundays.

In providing your telephone number, you consent to Medibank contacting you about health insurance.

We'll have someone call you soon to help with any questions you have.

contact us