When a citizen authenticates with valid documents whose attributes diverge (name spelling, document type), reconcile the records instead of locking the citizen out. Manual escalation only when divergence exceeds a defined threshold.
ORGANISATIONS
QUOTE
“It locked me out when I tried to link Medicare using my passport credentials.”
— Trustpilot review of myGov · 2026-04
QUOTE
“It also sent an SMS code to my old phone number, despite my new number being updated on the app. Now I'm on hold for 15 minutes.”
— Trustpilot review of myGov · 2026-04
QUOTE
“Impossible to navigate with multiple code numbers and silly secret questions. I gave up. Why can't they make this SIMPLE?”
— Trustpilot review of myGov · 2026-03
NOTES
Re-derived from cluster of 3 myGov lockout complaints
Cross-Service Contact-Detail Propagation
Single contact-details record at the myGov layer. Each linked agency reads on demand; updates propagate immediately to phone, email, address and bank details across all linked services.
Auto-detected (or toggled) simplified interface for older citizens: large type, single PIN, no security-question gate, phone-callback 2FA, immediate human escalation. Built once at the myGov layer; inherited by linked services.
Overseas Australian Access Mode
Alternative identity verification for the ~1M Australians overseas: video-ID with consular endorsement or Digital ID via ImmiAccount channel. Documented public path so users know it before they're locked out.
When you call Services Australia, get an instant text saying "Current wait: 47 mins. Reply 1 for callback." People can decide whether to wait or do something else.