Latitude is responding to a cyber-attack that has resulted in the theft of some customer data. Regretfully we have had to suspend customer services. We will keep this page updated with information as soon as it is available.
We appreciate your patience and apologise for the inconvenience. If you have an urgent matter, please log a ticket via our help centre. For further details you can read our ASX announcement.
What’s happened?
Latitude Financial has experienced a data theft as the result of what appears to be a sophisticated and malicious cyber-attack.
We have alerted the relevant authorities and engaged cyber security specialists as we continue to do everything in our power to contain the breach, including isolating and removing access to some internal and customer-facing systems.
What data has been stolen and how do I know if I’ve been impacted?
We apologise to any customers directly impacted and will be contacting them directly. The attacker appears to have stolen personal information that was held by two service providers, impacting customers across both Australia and New Zealand.
As of today, Latitude understands that approximately 103,000 identification documents, more than 97% of which are copies of drivers’ licences, were stolen from the first service provider. Approximately 225,000 customer records were also stolen from the second service provider.
At this stage there is no other action required by our customers. They should maintain a normal level of vigilance on their accounts and report anything suspicious through our Customer Care team. Further updates will be provided here.
Can I continue to use my account?
We have shut down a number of internal and customer facing systems so this is causing some disruption to our systems and our ability to respond to customer enquiries. You can continue to transact. We will keep this page updated with the latest information.
How do I know that my data is secure?
Our priorities are to ensure the ongoing security of our customers, our employees and our partners while continuing to deliver services. We are doing everything in our power to contain the attack and prevent the theft of further customer data.
How are you letting customers know?
We are communicating with all our customers to let them know about what has happened.
From the 16th March the following communication was sent to customers:
We’re writing to you directly to update you on a recent cyber-attack that Latitude Financial is actively responding to. Regrettably, the attack has resulted in the theft of some customer data.
The attacker appears to have stolen personal information that was held by two Latitude service providers, impacting customers across both Australia and New Zealand.
As of today, we understand that approximately 103,000 identification documents, more than 97% of which are copies of drivers’ licenses, were stolen from one service provider. Approximately 225,000 customer records were stolen from a second service provider.
Latitude apologises to its customers, particularly those who were impacted. Please be assured we will contact you directly if your personal information has been disclosed.
We are working with the relevant authorities and have engaged cyber security specialists as we continue to do everything in our power to contain the attack.
As a valued Latitude customer, we thank you for your understanding and patience. Our services remain available and you should have confidence in using them.
Please continue to monitor Latitude’s website where we will be publishing further information as it becomes available.
Andrew Walduck
Chief Operating Officer
How will you let impacted customers know?
We will contact them directly and will update this page.
How do I get in touch with you?
We are experiencing outages due to the cyber-attack and this is impacting our ability to speak to and respond to customers. We are very sorry and understand the frustration and worry this causes. We are working to get back to everyone as quickly as possible.
When will the contact centre be available?
We are working hard to get up and running and respond to customers. We will let you know as soon as we can.
