Non Face To Face

Lender

Procedure

UBank

VOI Form

AMP

Using video conferencing to verify a client’s identity during the pandemic To accommodate the current Government-mandated restrictions around social distancing and COVID-19, we’ve made some changes to the way you can meet our Verification of Identity (VOI) and Anti Money Laundering/Counter Terrorism Financing (AML/CTF) requirements. Verification of Identity (VOI) is an Australian Registrars’ National Electronic Conveyancing Council (ARNECC) requirement to ensure that a person is who they claim to be.

• You can now use video conferencing facilities such as Zoom, WhatsApp, FaceTime and Skype to verify a borrower’s identity. 
• Borrowers must provide you with copies of their identity documentation prior to the video conference. During the call, you will verify the documentation to confirm the applicant’s identity. 
• This change means that borrowers are no longer required to provide documentation certified by an external agency such as AusPost, Justice of Peace, Police Officer etc as part of the loan application.
• This is a temporary measure that we’re implementing and one which meets the requirements of ARNECC, the Australian Transaction Reports and Analysis Centre (AUSTRAC) and our Anti-money Laundering requirements. We will review this measure for appropriateness and inform you of any changes.

Using electronic documentation verification service to verify Australian government issued ID

• We're also introducing an electronic document verification service (DVS) to verify Australian government issued identification documentation such as birth certificates, citizenship certificates, drivers licences, marriage certificates (from 18 May), Medicare (from 18 May) and passport information.
• DVS offers a reliable, secure means of matching key document data with government records for verification of identity (VOI) and Anti-Money Laundering/Counter Terrorism Financing (AML/CTF) purposes.

ANZ

Effective immediately, Brokers will be able to request a non face-to-face interview in the following scenarios (in addition to BAU):

• Where a customer or the Broker is in self-isolation or quarantine
• Where a customer or the Broker has suspected COVID-19
• Where a customer or the Broker is displaying symptoms of COVID-19

To request approval for a non face-to-face interview in these circumstances, Brokers must email their ANZ BDM to request approval for a video conference interview with reasons stated in the email.

At this stage, there are no other changes made to our BAU processes and new customers continue to be required to complete their identification in person at a branch. We will continue to monitor the situation and update you further with any adjustments.

Auswide

AusPost or ZipID

Bankwest

• Option 1 – Applicant can attend Australia Post to complete their VOI and the ‘Bankwest Mortgagor ID Verification Form’. Clients will require their Bankwest application number for the attached form. Once processed at the Post Office, it is loaded to a portal that the case owner can check from our end. Please ensure clients check that their local Post Office can complete VOI’s.
• Option 2 – Applicant can see another Bankwest Accredited Broker to complete the ‘Identity Verification & Privacy Consent Form’.
• Option 3 – Applicant can present at a Bankwest Branch and complete their ID for the purposes of their home loan application via their broker.
• Option 4 – If the client is currently based overseas applicant can attend an Australian Embassy, High Commission or Consulate to complete their ID and VOI. The Bankwest ‘Identity Verification & Privacy Consent Form’ still needs to be completed/signed by the clients at submission so Bankwest has the consent to proceed with assessing the clients application. If you the originating broker have not sighted the original ID you cannot sign off on this form.

Before unconditional can be issued we would need one of the 4 options carried out. On an exception basis, if we have copies of certified ID we can potentially go to unconditional and the client can carry out one of the above before settlement. It does not form part of Bankwest’s policies on AML, CRS, Privacy or LTO/VOI for the originator/broker of the application to meet face-to-face with the clients. However, if a face-to-face forms part of the member agreement you have with your aggregator/ACL holder you operate under, you will need to seek an exemption from them.

Communicating and working with your BDM/BSM will be key in these instances. Please note in the current climate changes are occurring rapidly. Any amendment to the above process will be communicated as they arise.

Things to note:

• Ensure your submission notes reflect what has been carried out or will be carried out in relation to the above (i.e. “Please note Identity Verification & Privacy Consent Form has be completed but not signed by Broker, ID will be completed at Australia Post in the coming days”)
• Please double check that the forms are completed in full and meet our requirements
• All ID must be acceptable as per our requirement and current and not expired at the time of application
• Still ensure; o the signature on the ID matches the signed documentation you have taken from the customer o the spelling of the name and the address on the ID matches your submission and the COS or OFI bank statements o the address on the ID matches your submission
• VOI must not have electronic signatures, wet-signatures required

Bank of Melbourne / Bank SA

Video conference VOI

Bank Australia

AusPost or ZipID

Better Choice

Check with BDM. VOI Form

Beyond Bank

CID Form

Bluestone

AusPost or ZipID

Bluebay

Check with BDM. VOI Form.

BMM

Check with BDM. CID form

Citibank

AusPost

eMoney

VOI Form

Firstmac

VOI Form

Heritage

If you are unable to complete a face-to-face verification, please follow these steps:

• Obtain copies of ID for each party to the loan and confirm reasonable likeness.
• Call each party to explain how InfoTrack works and obtain consent to proceed. You can provide the 'Completing a WebVOI - Verification of Identity' flyer to the applicant, available on the Heritage Brokers site, under Forms & Brochures.
• Complete the VOI certificate, make sure the 'By InfoTrack' box is ticked under the 'Identification Documents' section.
• Upload completed VOI certificate to NextGen ApplyOnline.
• Once conditionally approved by Heritage, the applicant will receive an email from InfoTrack to complete the process. Please ensure you have the applicant's email and mobile number correct.

Please advise your clients that a Heritage team member will send them an email and phone them to finalise completion of the VOI. Procedures have not changed where you are still able to complete a face-to-face verfication. VOI is to be completed at time of interview and certified identification documents are to be forwarded with the loan application via NextGen ApplyOnline. If you have any questions about the digital VOI process, please contact your Heritage BDM.

ING

· Broker to request and receive copies of an applicant's identification documents (list of acceptable documents outlined in the current ING Identification form)

· Broker arranges for a video meeting with applicant(s) to be identified

· Applicant displays the original identification documents on the screen camera. The broker then validates: - The documents in the video are the same documents as the copies provided to the broker

- The likeness of the applicant is identical

- The documents are valid and accurate

Following verification of the applicant's ID, the broker then:

· Completes the application in ApplyOnline as per standard process 

· Completes the new ING Identification form available here indicating the method of ID verification used in the declaration

· Submits the ING Identification form and supporting documents as per standard process

Please note ING reserves the right to request face-to-face verification of ID where there is any uncertainty as to an applicant's identification.

La Trobe

AusPost or ID You

Liberty

VOI Form

Macquarie

If you’re unable to meet with a client in person, you will now be able to conduct the VOI process via video technology (such as Skype, FaceTime, or Zoom).

Please note this is a temporary measure during the COVID-19 period and we’ll advise you of any further changes to this process.

We’ve outlined the steps to follow to verify your client’s identity via video call.

1. Ask your client for a scanned copy of their identification documents before you begin the video call.

2. On the video call, your client will need to hold up their original identification documents so you can compare the photo in the identification documents to their face in the video and confirm they match.

3. Confirm the scanned documents you’ve received match those presented by your client and also confirm the reasonable likeness of the person on the call to the person in the photo on the identification documents.

4. In the ‘Date and location of interview’ section of the ‘Home Loans ID Form’, you’ll need to note that the interview was completed by video call and details of the call including the date and the program used for the call. For example: Interview via video call, 6 May 2020, Skype.

If you’re not satisfied that the video call or documents shown meet your verification of identity requirements, your client can also have their identity verified using the ZipID ‘come to you’ service or with an in-person interview at their local Australia Post branch.

Me Bank

Where a broker cannot meet with the client in person, they may use digital platforms to interview the client and complete the VOI.

They must follow the process below:

• The broker must complete the application in ApplyOnline as per usual.
• When conducting the VOI, the client must show the broker the required original documentation via the digital platform and this must be clearly visible on screen.
• The broker must record details of the original identification documents seen on the “Customer ID, Responsible Lending and Broker Declarations (Face-to-Face)” form and verify that the person’s details match the identification documents. The broker must also make a note on this form that Skype or Facetime was used to identify the client.
• The client must send the broker scanned copies of the identification documentation, which must be sent to ME as part of the application submission.

Mortgage Ezy (RateChaser)

VOI Form.

MKM Capital

AusPost

My State

VOI Form or ID You.

NAB

Document verification service (DVS) will be available in ApplyOnline, and will replace the existing customer identity check (CIC) form.

Brokers who are completing an application in ApplyOnline will be required to complete the following steps:

• Capture the customer’s ID information in the applicant’s tab;
• Select ‘verify this document electronically’;
• Confirm the details you have entered, and that the customer consents to using DVS, then click ‘verify document’;
• If successful, DVS will show a green box;
• Brokers must provide a copy of the ID documents to support the application;
• If DVS is successful, the CIC form will be shown in ApplyOnline as an optional document;
• Brokers will be required to complete a declaration stating they have sighted the original documents in the compliance tab in ApplyOnline; and
• If the DVS is unsuccessful, brokers will be notified and the CIC form must be submitted.  

Pepper

Confirm with BDM. VOI form.

Resimac

Check with BDM. VOI Form

St George

Check with BDM

Teachers Mutual Bank

AusPost

Think Tank

CID Form.

Westpac

Brokers who cannot meet their clients in-person can conduct client appointments virtually, using technology such as phone, video or teleconference.

• In ApplyOnline, in the comments section, brokers should make a note that their client appointment has been completed virtually. They should specify the technology they used.
• Prior to submitting the loan application in ApplyOnline, brokers should obtain a copy of a completed and signed application form from the client. The bank will accept email copies.

Westpac is revisiting its policies and procedures for VOI, for now, the existing VOI policy will continue.