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LATITUDE CYBER RESPONSE

Information, updates and support for those impacted

WHAT'S HAPPENED?

Latitude Financial is responding to a cyber-attack that has resulted in the
theft of personal information. The theft impacts customers, past customers and
applicants across Australia and New Zealand.

WHAT WE ARE DOING

We took deliberate and decisive action to contain the attack, including taking a
number of our systems offline. This resulted in disruption to some services, and
our teams are working around the clock to safely and securely restore full
functionality of these systems.

We commenced a full forensic investigation of this incident, which is ongoing.
We have engaged external cyber-security experts, the Australian Cyber Security
Centre, the Australian Federal Police and relevant government agencies.

SUPPORT FOR IMPACTED CUSTOMERS

The security and safety of our customers is our number one priority at this
time.

We are directly contacting individuals who we know have been impacted by this
crime to advise them what personal information has been stolen and what we are
doing to support them.

We have established a dedicated contact centre for impacted individuals:
Australia call 1300 793 416 9am to 6pm AEDT, Monday - Friday (excluding public
holidays)
New Zealand call 0800 777 885 9am to 6pm NZST, Monday - Friday (excluding public
holidays)

Support is available for customers who are in a uniquely vulnerable position as
a result of this incident. Our dedicated contact centre teams will be able to
provide direct access to the support we have available.

We will reimburse customers who need to replace their stolen ID document.

We have also partnered with IDCARE to help support those impacted. IDCARE is
Australia and New Zealand's national identity and cyber support service. Their
expert Case Managers can work with impacted individuals to provide advice on
specific concerns about the theft of personal information. Please visit
https://www.idcare.org/latitude-incident-response or call 1800 595 160
(Australia) or 0800 121 068 (New Zealand) and use referral code LAT23.

ANSWERS TO YOUR QUESTIONS

We understand that many people will be concerned and have questions about this
incident.

We're continually updating FAQs in our online Help Centre which you can view at
the links below.

 * Australia Help Centre
 * New Zealand Help Centre

You can view latest news and the cybercrime timeline in our online newsroom.

Steps you can take to protect yourself

There are immediate precautions that you can take:
 1. Contacting one of Australia's credit reporting agencies for a credit report
    so you can check if your identity has been used to obtain credit without
    your knowledge.
    
    In New Zealand, checking your credit record to confirm if your identity has
    been used to obtain credit without your knowledge. Please refer to
    www.govt.nz/browse/consumer-rights-and-complaints/debt-and-credit-records/check-your-own-credit-report
    for further information.
 2. You can also request the agencies to place a credit ban or suspension on
    your credit file via their website or by contacting them directly. While a
    ban or suppression is in place it may be more difficult for you to apply for
    credit. For example, a credit provider may need to collect more personal
    information directly from you.

Credit Reporting AgencyWebsiteIllionAU: illion.com.au/credit-report-ban-request/
NZ: dbcsprodaecdn.azureedge.net/web/themes/cycnz/
assets/static/SuppressionRequestFormCYCNZ.pdfEquifaxAU:
www.equifax.com.au/eform/submit/credit-ban
NZ:
equifax.co.nz/credit-file-suppressionExperianexperian.com.au/consumer/request-a-banCentrixcentrix.co.nz/my-credit-score/suppress-your-credit-file/



Be Alert

We urge customers to be vigilant with all online communications and transactions
including:
 * Staying alert for any phishing scams via SMS, phone, post or email.
 * Always verifying the sender of any communications received to make sure
   they're legitimate.
 * Not opening texts from unknown or suspicious numbers.
 * Updating passwords regularly with 'strong' passwords, not re-using passwords
   and activating multi-factor authentications when available on any online
   accounts.

Latitude will not contact customers asking for passwords or sensitive
information.

If you are a victim of cybercrime, you can report it at ReportCyber on the
Australian Cyber Security Centre website.

In New Zealand You can refer to the Office of the Privacy Commissioner for
information privacy.org.nz

If you wish to report a scam or a vulnerability, go to ScamWatch.



FURTHER SUPPORT



Information for further support.



STAYING SAFE ONLINE



CONTACT US (AU)



CONTACT US (NZ)



Mental Health and wellbeing support is available free of charge through our
Support Line:
1800 808 374 (AU) or
0800 808 374 (NZ).



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The Latitude Group recommends that you read the Terms and conditions and Privacy
and Credit Reporting Policy of the website. The Latitude Group is a leader in
consumer finance in Australia and New Zealand offering a range of services:
including personal loans, car loans, credit cards, personal insurance, interest
free and promotional retail. In Australia, the Latitude Group includes: Latitude
Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100); Latitude
Finance Australia (ABN 42 008 583 588 Australian Credit Licence Number 392145);
Latitude Personal Finance Pty Ltd (ABN 54 008 443 810 Australian Credit Licence
Number 392163); and Latitude Automotive Financial Services (ABN 80 004 187 419
Australian Credit Licence Number 392178), trading as Latitude Financial
Services; Hallmark General Insurance Company Ltd (ABN 82 008 477 647 AFSL
243478) trading as Latitude Insurance; and Hallmark Life Insurance Company Ltd
(ABN 87 008 446 884 AFSL 243469). LatitudePay Payment Plan provided by
LatitudePay Australia Pty Ltd ABN 23 633 528 873. In New Zealand, the Latitude
Group includes: Latitude Financial Services Limited (Company number 5624865).
Latitude Financial Services, Level 18, 130 Lonsdale Street, Melbourne, Vic,
3000.