Passports.gov.au is operated by the Australian Government, as represented by the Department of Foreign Affairs and Trade (the department).
To use certain services on passports.gov.au you will need to create an account.
2 Your responsibilities
You will need to:
- be a natural person over the age of 18 years to register an account at passports.gov.au; and
- use your Security Details for passports.gov.au to access your account.
You must only use your account to perform the Designated Activities specified below, in connection with:
- your own personal Australian passport;
- an Australian passport for a child for whom who you have parental responsibility for; or
- an Australian passport on behalf of an adult who is physically or mentally unable to use the services at passports.gov.au.
You must not use your account to perform Designated Activities in connection with anyone else's Australian passport.
The Designated Activities are:
- commence, resume, update, fill-in and print an online application form for the issue of an Australian passport;
- track your passport application;
- fill-in and print a child alert request form;
- pay the priority processing fee;
- check the details of an Australian passport; and
- report as lost or stolen an Australian passport.
You must not:
- access or try to access any other person's passports.gov.au account; or
- allow any other person to access your passports.gov.au account on your behalf.
If someone you know cannot access the services at passports.gov.au, rather than allowing that person to access your account, which is not permitted, you can tell them to contact the Australian Passport Information Service (APIS) on 131 232 in Australia. If they do not speak English well, APIS can arrange an interpreter through the Translating and Interpreting Service (TIS) at no cost. To contact APIS with the assistance of a phone interpreter, call TIS on 131 450.
If they are overseas, they can contact the nearest Australian diplomatic or consular mission.
- keep your Security Details for passports.gov.au secure at all times and not share them with any other person; and
- not allow any other person to use your Security Details for passports.gov.au.
If you think that the security of your passports.gov.au account may have been compromised (for example, if your Security Details for passports.gov.au have been, or may be, accessed by another person without your permission) you should tell the department as soon as possible.
If you don't keep your Security Details for passports.gov.au safe (see your responsibilities at section 2.3), and someone else uses them, you will be responsible for everything they do with your account.
If you deliberately allow someone else to use your passports.gov.au account, which is not permitted, you will be responsible for everything they do with your account.
You must not use passports.gov.au :
- in a way that infringes anyone else's rights or prevents them from using the passports.gov.au;
- in any way which may harass or cause distress or inconvenience to anyone;
- to cause disruption to the passports.gov.au or any Commonwealth website;
- to post or transmit unlawful, defamatory, obscene, offensive, or scandalous material;
- to participate in any illegal (including fraudulent) activity; or
- to post or transmit material that breaks or encourages breaking the law.
If you use passports.gov.au or your passports.gov.au account to do any of the above things, your passports.gov.au account may be locked, suspended or terminated and you may even face civil or criminal penalties (depending on what has happened).
You must not use any software (for example, bots or scraper tools) or other automatic devices to access, monitor or copy the passports.gov.au or its contents.
You must not use passports.gov.au to verify or seek to verify personal information of individuals, either manually or using software (for example, bots or scraper tools) or other automatic devices. You must not do this even if you have the individual's consent. Organisations wishing to verify personal information of individuals are directed to the Document Verification Service, managed by the Australian Government's Attorney-General's Department, the national online system that allows organisations to validate a person's identifying information with a government record.
You must comply with all relevant laws when using passports.gov.au, including but not limited to the Passports Act.
In particular, you need to provide complete, true and accurate information when using your passports.gov.au account. Providing incomplete, inaccurate or false information to passports.gov.au will be treated in the same way as providing incorrect information on a form or in person.
It is a criminal offence under the Passports Act to make false or misleading statements or to provide false or misleading information (there are penalties of up to 10 years imprisonment or a fine of 1000 penalty points, or both).
The Passports Act also allows the department to refuse to process an application for an Australian passport if it has reasonable grounds to suspect fraud or dishonesty in an Australian passport application.
If passports.gov.au is not available for any reason or you wish to close your passports.gov.au account, you can communicate directly with the department in writing, by telephone or in person by using the details at Getting help.
3 Our responsibilities
The department will take reasonable care in providing information and services through passports.gov.au.
The department is not responsible for ensuring:
- that passports.gov.au is error free;
- that any defects in passports.gov.au will be rectified;
- that there will be no connectivity problems with accessing passports.gov.au;
- that you will have continuous access to passports.gov.au; or
- that passports.gov.au cannot be hacked or attacked.
The department is not responsible for any Loss that could arise as a result of:
- your use of passports.gov.au, except where these terms specifically say that the department is responsible; or
- your inability to access passports.gov.au.
The department is responsible for taking all reasonable steps to ensure the security of information while it is being collected by, stored on or passing through passports.gov.au.
Your passports.gov.au account information can only be accessed by department officers who are allowed to access this information. All access by department officers to passports.gov.au is checked by the department and officers are trained on a regular basis about their privacy and security obligations.
4 How we will communicate with you
By creating a passports.gov.au account or by accessing passports.gov.au you are agreeing to receive at your nominated email address and mobile phone number, emails and text messages from the department in connection with:
- your Australian passport application and your Australian passport;
- an Australian passport application or Australian passport for a child for whom you have parental responsibility for; or
- an Australian passport application prepared by you on behalf of, or the Australian passport of, an adult who is physically or mentally unable to use the services at passports.gov.au
If you incorrectly receive an email or text message addressed to another person, you must tell the department straight away and immediately delete the email or text message.
We will send emails to you from the following domains: passports.gov.au, dfat.gov.au and humanservices.gov.au . We recommend that you:
- add these domains to the list of safe senders so that communications from the department are not redirected to your junk mail; and
- check your junk email folder regularly, for any communications from the department.
It is your responsibility to ensure that you read all communications from us in a timely manner. The department is not responsible for any Loss that may arise as a result of you not accessing an email or text message including if it is directed to your junk email folder, or if there is a delivery failure, or as a result of you allowing someone else to access your email account or mobile phone.
Phishing scams are attempts by scammers to trick you into giving out personal information.
The department will never send you an email asking you to log in to your account by clicking on a link or to provide or confirm your personal details. If you receive a phishing email or something that you suspect may be a phishing email, please tell the department straight away.
5 Use of your information and privacy
We take all reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure.
5.1 Passports.gov.au and privacy
Where you are providing personal information about another person via passports.gov.au, for example referees and other persons with parental responsibility for a child:
- you must advise the person about this privacy information set out in section 5 of these terms and conditions; and
- all references to personal information in this section need to be read as including a reference to the personal information of that person.
If you have any questions or concerns about how your personal information is dealt with by the department, you can contact:
Australian Passport Office
Department of Foreign Affairs and Trade
John McEwen Crescent
BARTON ACT 0221
The department collects personal information about you when you use your passports.gov.au account, this information includes:
- basic identifying information, including your name and email address, when you create an account;
- the detailed personal information you provide when you are applying for an Australian passport, including identifying information, citizenship information, the details of your identification documents and your answers to our questions in the application form;
- personal information used to verify your identity when you check Australian passport details, report a lost or stolen Australian passport or ask a question; and
- information about your user activity while using passports.gov.au is retained in an audit log, including your IP address, your log in and attempted log in records and other technical information relevant to the operation of your account and use of the system.
Where you are accessing services on passports.gov.au on behalf of someone else, we will collect personal information about that person from you.
The department also collects personal information about people who are not applying for an Australian passport when those people are named in an Australian passport application. This may include referees, people with parental responsibility (for child Australian passport applications), an applicant's parents or grandparents to establish citizenship, lodging person details if they are not the applicant, or a person with parental responsibility and emergency contacts.
If you provide information using the passports.gov.au about an individual other than yourself, you must advise the individual about the terms and conditions set out on this website, including those relating to privacy, and have the individual's consent to the department using their personal information as set out in the terms and conditions.
In accordance with the Passports Act, we will also collect personal information about you from individuals, entities, as well as government and law enforcement agencies for a number of purposes, including to verify the information you have given to us in an Australian passport application or where those agencies believe there are reasons related to law enforcement or security for refusing or cancelling a travel document.
The department collects personal information to issue and administer Australian passports and for other consular purposes. For example, the department collects emergency contact details so it can contact someone if you are involved in an incident while overseas. As part of the Australian passport application process, we need to perform data verification and fraud related checks in relation to the information you provide in the application form.
We also collect information about your user activity when using passports.gov.au for security and fraud related purposes, as well as to allow us to undertake testing and improve users' experience when accessing the system.
The department must verify identity and citizenship details for an Australian passport to be issued. If you do not provide the requested personal information, we cannot confirm these details and we cannot issue an Australian passport.
If you want to use passports.gov.au to: check Australian passport details, track your passport application; fill-in and print a child alert request form; pay the priority processing fee; report a lost or stolen Australian passport; or to ask a question, the department will ask for further personal information to verify your identity. If you do not give us this information, the department may not be able to help you.
Once you have lodged your passport application, and in accordance with the Passports Act, the department can disclose your personal information to a number of individuals, entities and Australian and foreign government agencies, including:
- the Australian Electoral Commission;
- the Department of Immigration and Border Protection;
- State and Territory police, and the Australian Federal Police;
- Australian Criminal Intelligence Commission;
- State and Territory registries of Births, Deaths and Marriages;
- State and Territory road traffic authorities;
- State, Territory and federal Courts; and
- entities or individuals who issued or signed a document that was part of an Australian passport application or who are mentioned in that application.
We may also disclose your personal information if it is requested by another government agency and where disclosure by the department to that agency is authorised by law, for example to the Australian Taxation Office.
Individuals who provide their Australian passports to public or private sector organisations as proof of identity may be asked to consent to have the data verified by the department via the Document Verification Service (DVS), the national online system that allows organisations to validate a person's identifying information with a government record. Provided the organisation is an approved DVS user, the department will verify the data and confirm the validity of the document.
Once you have lodged your passport application, the department may disclose your personal information to overseas recipients where authorised by law, including under the Passports Act and the Privacy Act. These overseas recipients may include Interpol, as well as foreign governments and agencies.
Under the Passports Act, the department is authorised to use your personal information:
- to confirm or verify information relating to an Australian passport application or Australian passport;
- to confirm or verify information relating to an applicant for, or holder, of an Australian passport
- to provide advice about the status of an Australian passport;
- to facilitate or assist with your, or another person's, international travel; and
- for law enforcement, family law and related matters, or for the purpose of other laws.
We may also use or disclose your personal information where it is authorised by the Privacy Act, including where authorised under law, where the use or disclosure is reasonably necessary to lessen or prevent a threat to the life, health or safety of an individual, or to public health or safety or where the use or disclosure is reasonably necessary in order for the department or another government agency to take appropriate action in relation to suspected unlawful activity or misconduct.
When you lodge a passport application you will be asked to consent to the department using and disclosing your current and past personal information that you provide when applying for an Australian passport for training and research purposes, and to investigate and undertake any prosecution related to your passport application (for example, fraud investigations). This information may be used even in the situation where the application containing your personal information is withdrawn.
If you object to your personal information being used in this way, please call the Australian Passport Information Service on 131 232 once you have lodged your passport application.
- access and seek corrections to your personal information; and ·
- complain about a possible breach of the Australian Privacy Principles and how we deal with such complaints.
You can obtain further information about your rights under the Privacy Act from the Office of the Australian Information Commissioner.
6.1 Suspension or termination of your passports.gov.au account access
The department may lock, suspend or terminate your passports.gov.au access or account at any time without notice. If your account is locked, suspended or terminated, you will see an on-screen message informing you of this when you attempt to log in to your passports.gov.au account.
The department is not responsible for any Loss that could arise as a result of the department locking, suspending or terminating your passports.gov.au access or account.
However, the department will consider any reasonable request to bring legal action in a different State or Territory if there are appropriate reasons for doing so (for example, if you are unable to travel due to medical reasons).
If you require assistance with passports.gov.au you can contact the Australian Passport Information Service (APIS) on 131 232 if you are in Australia. If you do not speak English well, APIS can arrange an interpreter through the Translating and Interpreting Service (TIS) at no cost to you. To contact APIS with the assistance of a phone interpreter, call TIS on 131 450.
If you are overseas, contact your nearest Australian diplomatic or consular mission.
Your feedback is important to us, we value your opinion and want to hear what you think about the quality of the department's service. The department will use your feedback to improve its services.
Australian Passport Office – Communications Section
Department of Foreign Affairs and Trade
R.G. Casey Building
John McEwen Crescent
Barton ACT 0221