Security questions and proof of identity practice

Our staff are required to ask you specific security questions that will need to be answered accurately before we can release or change your personal information.

Proof of identity check is not required where the information:

  • is available on our website
  • is about general application of legislation or
  • where the information is publicly available.

A proof of identity is required where the information is personal and not publicly available (personal information).

The Privacy and Data Protection Act 2014 (VIC) defines personal information as information or an opinion about an individual whose identity is apparent, or can reasonably be ascertained from the information or opinion, other than certain health or generally available information.

Personal information can only be disclosed to the person to whom that information relates. This means that if the information is about you, then the information must only be disclosed to you or with your specific consent.

Security questions

We must verify that you are the person to whom the information relates. This is done by conducting a proof of identity check before releasing personal information.

To prove your identity you must provide information that matches three details held in our records that are not publicly available.

Examples of information we hold that may be used to verify your identity include:

  • full name
  • date of birth
  • personal address
  • personal phone number
  • personal email address
  • mailing address.

Further security questions may be asked if we are unable to match the information you give to us to the data we have in the system.

As verifying identity requires collecting personal information our employees are required to notify you of your rights. It is sufficient to provide you with the option of hearing a collection notice.

If you have any questions you can contact us by email, phone or in writing.

Page last updated: Wednesday, 4 May 2022