OSHC customers – your next steps

What steps to take after the cyber event and how we can support.

What you can do right now

We understand the distress the cyber event may cause you, and we are here to help.

Our dedicated Cyber Response Support Program offers guidance and ways to guard, support, and protect you.

Here are the steps you can take.


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

Change your password

Update your password with a strong password or passphrase and verify your contact details.

Learn how to change your password quickly on the ahm OSHC and Medibank OSHC apps: How to change your login details

Replace passport if necessary

The likelihood of fraud from the passport number alone is limited. This is because only your passport number and not the expiry date or copy of the passport was compromised. Find out more about the risks from IDCARE.

We do understand that you may still want to replace your passport, which is why we are offering to reimburse you for the cost of doing so.

To be eligible for passport reimbursement:

  • You must have provided us with your passport number
  • The passport number we have on record for you must be current

Please contact us on 134 148 (from within Australia) or +61 3 9862 1095 (from outside Australia) to confirm you are eligible for a government ID reimbursement as part of our Cyber Response Support Program.

Before you take any action, we recommend that you refer to your government’s official passport website or issuing authority for advice. We also recommend you check that you provided us with your passport number.

Access 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.

Access identity monitoring services

You can access 12 months of credit reporting and dark web monitoring from Equifax if your primary ID (eg. passport) has been compromised. 

Please get in touch with us if you need this service.

Stay safe online

  • 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


Extra support to help protect you.

Additional support

If you’d like to discuss additional support options for your specific circumstances, please call us on 134 148.


These are all the things you need to do right now. Please remain vigilant and keep up to date with the latest news on our cyber event updates and support page.

Important information

Staying safe online

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