2026-03-19
7 min read
Communications, Media and Digital
Nearly 19 million Australians now have a myGovID but our survey of 2,100 users reveals persistent confusion about what it does, privacy concerns, and frustration with the verification process.
The Australian Government's myGovID has reached a milestone: 19 million active users as of February 2026, covering roughly 90% of Australian adults. But adoption doesn't equal satisfaction. Our survey of 2,100 myGovID users found that 44% couldn't correctly describe what myGovID does versus myGov, 31% had experienced a failed identity verification, and 62% expressed concerns about the government holding their biometric data.
19M
active myGovID users
To reach Identity Proofing Level 2 (required for most government services), users must verify their identity against at least two government-issued documents. For many Australians, this is straightforward. But our data shows specific groups face disproportionate barriers: 23% of users over 65 failed initial verification, as did 34% of recently arrived migrants and 28% of Indigenous Australians in remote areas.
“I spent four hours trying to verify my identity. My Medicare card had my maiden name, my passport had my married name, and the system couldn't reconcile them. I gave up and went to a Centrelink office.”
— Survey respondent, age 72, regional QLD
The myGovID system stores facial biometrics for identity matching. While the Digital Transformation Agency emphasises that biometric data is encrypted and held in Australian data centres, 62% of survey respondents expressed discomfort with the government holding this data. Among 18-34 year olds, the figure rises to 71%. Australia does not yet have a legislated right to have biometric data deleted.
“The myGov app crashed three times while I was trying to lodge my income report. The deadline was midnight. I got a compliance notice the next day for late reporting.”
— Casual worker, myGov user, social media complaint
New Zealand's RealMe system, which serves a similar function, consistently outperforms myGovID on user satisfaction surveys (74% vs 51% satisfaction). The key differences: RealMe allows a wider range of identity documents, offers in-person verification at PostShop locations, and has a simpler interface. Estonia's e-Residency program and Singapore's Singpass are further ahead on integration with private sector services.
The Digital Transformation Agency's own user research (obtained under FOI) identifies three priority areas: simplifying the myGov/myGovID distinction, expanding document acceptance for verification, and implementing a clear data deletion mechanism. These changes are slated for 'future releases' but no timeline has been committed to.
“I'm 73 and I can't use the internet properly. They keep telling me to go online. I just want to talk to a person.”
— Age Pensioner, regional NSW, Services Australia feedback
Sources & Methodology
Digital Transformation Agency, myGovID Adoption Report (Feb 2026)
YourGov citizen survey, 2,100 myGovID users (Feb 2026)
FOI request #DTA-2026-014: myGovID user research findings
New Zealand Department of Internal Affairs, RealMe Annual Report 2025
Australian Human Rights Commission, Digital Identity and Human Rights (2025)
Read our full methodology →