Improvements to data collection and analysis will help lift a veil of mystery surrounding the loss each year of several hundred Australian passports sent through the mail and lead to a stronger, more robust passport system, according to acting Commonwealth and Postal Industry Ombudsman Mr Ron Brent.

Releasing the findings of his investigation into passports lost in the mail, Mr Brent today said that the vast majority of passports sent through the post reached their destination.

‘But it is the security and financial implications related to their loss—the risk of identity theft, and the costs involved in replacing a passport and rearranging travel plans—rather than the number that go missing, that demand we take the issue seriously,’ he said.

The Ombudsman investigation, which included the examination of relevant Department of Foreign Affairs and Trade (DFAT) and Australia Post policies and procedures, public and other information, found that:

‘I accept DFAT’s view that individual passport security is ultimately a matter for the passport holder, just as the choice of postal services used by foreign diplomatic missions issuing visas to Australian passport holders is a matter for the government concerned.

‘However, it would be invaluable if DFAT extended its role in educating the public about general passport security to include advice about postal services,’ the acting Ombudsman said. ‘For example, in DFAT’s experience, significantly fewer passports are lost in the post when sent by registered mail.’

Mr Brent said that Australia Post could also assist in improving passport security.

‘In not tracking lost items by content as well as postcode, Australia Post is missing an opportunity to identify spikes in passport-related complaints that could provide police with investigative leads,’ he said.

In addition to addressing this opportunity, Mr Brent recommended that Australia Post:

The acting Ombudsman welcomed commitments from both agencies to act on his recommendations.

Download the report: 08|2010 — Australia Post and Department of Foreign Affairs and Trade: Passports lost in the mail, June 2010

Media contact: Fiona Skivington, Director Public Affairs 0408 861 803

Date of release: 9 June 2010

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      09 Jun 2010: Identity fraudsters dealt another blow

      Improvements to data collection and analysis will help lift a veil of mystery surrounding the loss each year of several hundred Australian passports sent through the mail and lead to a stronger, more robust passport system, according to acting Commonwealth and Postal Industry Ombudsman Mr Ron Brent.

      Releasing the findings of his investigation into passports lost in the mail, Mr Brent today said that the vast majority of passports sent through the post reached their destination.

      ‘But it is the security and financial implications related to their loss—the risk of identity theft, and the costs involved in replacing a passport and rearranging travel plans—rather than the number that go missing, that demand we take the issue seriously,’ he said.

      The Ombudsman investigation, which included the examination of relevant Department of Foreign Affairs and Trade (DFAT) and Australia Post policies and procedures, public and other information, found that:

      • while DFAT records how many Australian passports are reported as lost or stolen each year, it does not distinguish between different types of loss (except for those sent through the post)
      • Australia Post does not treat lost passport complaints separately to complaints about other lost items, which are primarily grouped by postcode.

      ‘I accept DFAT’s view that individual passport security is ultimately a matter for the passport holder, just as the choice of postal services used by foreign diplomatic missions issuing visas to Australian passport holders is a matter for the government concerned.

      ‘However, it would be invaluable if DFAT extended its role in educating the public about general passport security to include advice about postal services,’ the acting Ombudsman said. ‘For example, in DFAT’s experience, significantly fewer passports are lost in the post when sent by registered mail.’

      Mr Brent said that Australia Post could also assist in improving passport security.

      ‘In not tracking lost items by content as well as postcode, Australia Post is missing an opportunity to identify spikes in passport-related complaints that could provide police with investigative leads,’ he said.

      In addition to addressing this opportunity, Mr Brent recommended that Australia Post:

      • employ a consistent definition of ‘passport’ in all of its documents to help avoid confusion and prevent inconsistent outcomes
      • redraft in plain English all information about how to send passports through the post, including any compensation payable if a passport is lost
      • ensure that sufficient information about the different postal services is publicly available, including on products such as envelopes and satchels.

      The acting Ombudsman welcomed commitments from both agencies to act on his recommendations.

      Download the report: 08|2010 — Australia Post and Department of Foreign Affairs and Trade: Passports lost in the mail, June 2010

      Media contact: Fiona Skivington, Director Public Affairs 0408 861 803

      Date of release: 9 June 2010