IDCARE Australia & New Zealand’s National Identity & Cyber Support Service AU: 1300 432 273 NZ: 0800 201 415

idcare toolbox client template assistance and support
Please note:  These tools are intended to be used as support for an iDcare generated Response Plan created via phone or email.  These tools are not intended to be a sole response to the loss or mis-use of identification documents and/or details.

Immediate Response

*Please note:  This information is generalised to support individuals in most situations.  However, depending upon your experience, capabilities and the device(s) you use, seeking professional support may be better for you.

  1. Call iDcare  (AU 1300 432 273 / NZ 0800 201 415)
    • Develop an inventory of ‘at risk’ details
    • Get a free tailored response plan
    • Regain control and get back on track
  2. Contact and notify your financial institution(s)
  3. If it’s online (PC, Mac, Tablet, Mobiles)
    • Disconnect from internet/network
    • Clear browser history and cookies
      • Individual browsers will do this differently.  Consult your particular browser documentation
    • Undertake complete virus scan
    • If necessary, reinstall operating system
    • Reconnect to internet/network
    • Reset passwords and PINs (again)
  4.  iDcare Contact Log –  can be used to keep a record of your engagement with organisations, this may become quite valuable in criminal, civil or administrative proceedings both planned and unforeseen.

Mitigating Future Risk

  • Ensure ALL devices have the newest available security updates and run weekly anti-virus and malware protection software (irrespective of your device)
  • Check your transaction statements closely
  • Always ensure you know with whom you are dealing. If you receive unsolicited contact, and are asked to provide proof of your id, it is best not to engage. Instead, search the organisation they say they represent, and contact them yourself. That way you will know for sure you are dealing with the legitimate organisation
  • Never open or click on links from emails you don’t know, and if you recognise the email, check the sender’s email address to ensure validity
  • Never provide your personal or security details, including customer ID’s or passwords, in response to any email, even if it looks legitimate
  • If emailing information (or copies) relating to important documents such as driver licence or passport, ensure you delete the email after sending, and also delete from the trash
  • Where available use two-step authentication (2SA) – such as SMS codes to your mobile
  • Regularly change your passwords and PINs and be careful about selecting your passwords (particularly services that can be accessed via the internet)
  • Avoid transacting online where you are using public or complimentary WiFi
  • Never communicate personal details on social media sites
  • Keep your documents locked and/or secure
  • Ensure you have a secure letterbox for postal deliveries, and investigate if your mail stops arriving
  • Check your credit report yearly (this alerts you to any attempts to open a credit account in your name)
  • If you have ongoing concerns about your identity, apply for or keep bans in place on your credit history

Remember that responsible organisations do not contact you to request personal details!