Public Notice to affected customers – 13cabs – 28 March 2028
On 14 March 2025, 13cabs[1] became aware that some of our 13cabs and Silver Service app user accounts were potentially compromised through a sophisticated unauthorised type of suspicious activity (the Unauthorised Activity). It is likely the Unauthorised Activity was undertaken using data sourced from the dark web. 13cabs promptly forced a reset of all affected accounts.
However, despite measures, it was discovered that the affected accounts had increased to circa 1.1% of all our accounts. 13cabs immediately forced a reset of all additional affected accounts. External cybersecurity specialists have also been engaged to actively conduct thorough investigation and to ensure that our customer accounts are secured.
13cabs is still working with technical and legal experts to ensure it fully understands the scope of the Unauthorised Activity including any containment measures to help customers mitigate any potential damage resulting from the Unauthorised Activity. 13cabs has also notified the Office of the Australian Information Commissioner (OAIC) and will notify law enforcement agencies. When our investigation is complete, we will provide an update if any of this information changes.
Information accessed
At this stage we have identified that the following information was potentially accessed: usernames (which can be the user’s actual name), phone numbers, addresses and some accounts had an indication that the user is eligible for the Taxi Subsidy Scheme.
No credit card or bank account information was taken.
Steps we are taking to assist those affected
We have notified the affected users via SMS and email and as noted above we have reset the passwords of every affected user.
Our technical experts are working with us to identify accounts that were used to facilitate unauthorised access via the app. We will be contacting every user we identify as having been used and providing a full refund if there was any such unauthorised access.
What you need to do
If you have a 13cabs account and App, we recommend you check it for any suspicious activity, particularly if you received a message from us.
To regain access to your account and help secure it going forward, we strongly recommend that you do the following:
- Ensure your app is updated to the latest version via your device’s app store.
- Open the 13cabs app, select “Log in here”, then choose “Help! I forgot my password” and follow the on-screen prompts to reset your password.
Please avoid using any previous or compromised passwords when completing the reset.
We also recommend taking the following precautions:
- Update passwords for any other services where the same or similar credentials may have been used.
- Use strong, unique passwords that include a mix of characters, numbers, and symbols.
- Monitor your online accounts for any unusual or unauthorised activity. We strongly recommend that you review recent transactions including those since 10 February 2025.
Questions or concerns?
We understand that this may have caused you some inconvenience for which we sincerely apologise. If you have any questions, have a reason to suspect your account was hacked or need further assistance, please contact us at privacy@13cabs.com.au or call us at 13 22 27.
We are committed to protecting your personal information that is kept with us and we would do whatever is within our reasonable control to prevent such information from being compromised.
We will continue to keep you informed as our investigation progresses.
[1] 13cabs is a trading name of multiple wholly-owned subsidiaries of A2B Australia Pty Ltd.