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.
ORGANISATIONS
QUOTE
“There needs to be functionality for when an Australian is not in Australia and needs to access services. This is Australia! We should have better than this.”
— Trustpilot review of myGov · 2026-03
NOTES
Single sharp quote + structural gap
Identity Reconciliation Service
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.
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.
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.