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    Keeping our customers informed

    Medibank logo

    We have been working to keep our customers informed, as we continue our investigations into the unusual activty we detected on our network.

    We've sent around 3.7 million emails to current and former Medibank and ahm customers, and text messages are being sent now for customers whose preferred communication method is text message. We're also regularly updating the information page on our website.

    Customer update

    You may have heard that Medibank has detected unusual activity on our IT network. I’m sorry this has occurred.

    We are working around the clock to resolve this incident and will continue to provide updates as we learn more. Here’s what we know.

    At this stage, there is no evidence that any customer data has been accessed. We don’t have all the answers yet, but our highest priority is protecting Medibank Group customers and our people.

    What we are doing

    While we conduct our investigation, we will be temporarily taking some of our customer-facing systems offline. At this stage, these changes to our systems are not impacting Medibank customers.

    We’ve engaged external cybersecurity experts to help us with our investigation and are in contact with the relevant government agencies.

    How we will communicate

    We will keep you up to date as the situation evolves.

    As always, Medibank will never contact you requesting your passwords or other sensitive information.

    Although there is nothing that customers need to do, we have established an information page on our website where we will provide the latest updates.


    David Koczkar
    Chief Executive Officer, Medibank

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