Checking & managing your customers' identity

Identity fraud is an increasing challenge for government, business and individuals alike. As a result, verifying the identity of customers is a growing requirement for many organisations. It's also something that can be time-consuming and costly to implement in-house.

Australia Post can help your business combat identity fraud and meet your statutory requirements and business needs with a wide range of proven, trusted and cost-effective solutions that are convenient for both you and your customers.  

How we can help your business with identity services

In consultation with government agencies and the business sector, we've developed a comprehensive suite of end-to-end identity-related services designed to meet the challenges of today's operating environment.

We understand that every business is different, so these services are fully modular. Whether you require a paper-based in-person approach, a fully electronic solution, or a mix of both, we can work with you to customise a combination of services to suit the specific requirement, risk and security needs of your business.

• Online forms

Our Smart Forms service enables you to collect information from your customers in an effective and user-friendly way. With data validation rules and other smart technology features, our Smart Forms streamline the data capture process and increase form compliance.

• Handwritten forms

We can design, print and distribute forms for your business. We can also make your forms available to your customers throughout our extensive retail network or print your form on request at an Australia Post retail outlet.

• Document data capture

Selected outlets can digitally capture images of your customers' paper-based documentation and provide it to you as electronic files.

• In-person application and identity checking

We check that handwritten forms have been completed and check identity in accordance with your business rules. We can perform 100-point ID checks or ID checks that are customised for your business. The ID checks can be configured to align with your risk assessment. You can nominate the acceptable document types and document combinations for each customer type. It's simple to implement and provides overnight electronic transfer of data to our data centre ready for you to collect.

We also offer an Anti Money Laundering (AML) in-person ID check to assist organisations providing designated services to meet their requirements under the Anti Money Laundering and Counter-Terrorism Financing Act 2006. This check has been specifically developed to help businesses meet their requirements under the AML / CTF legislation.

• Capture of photos and signatures

We can take identity photos or accept photos for passports, visas, photo ID cards and other applications. We offer an advanced capability in selected outlets that enables us to digitally capture images to suit your requirements. We can also capture electronic signatures for you.

• Electronic authentication

Our VIP Online Security service is designed to help protect your online services and your network from unauthorised access. We also offer a government accredited identity check called KeyPost for individuals and businesses applying for digital certificates from certified authorities.

• Document witnessing

We can witness documents for your customers as being true copies of their original documents.

• Appointment booking

To ensure a smooth transaction flow, you can incorporate our appointment booking system into your application process. Appointments can be made online via the internet, in person, or by phone. Our online Post Office Locator tool will assist your customers in locating their nearest participating outlet.

• Collecting your customer payments

We can collect payments from your customers on your behalf with a wide range of payment methods for you to choose from.

• Secure document collection & delivery

You can arrange for your customers to collect sensitive items from an Australia Post retail outlet subject to an identity check. Alternatively you can deliver items securely using our Registered Post or Express Post Platinum services.

Our experience in providing identity service solutions

Australia Post has unmatched credentials in providing identity verification and associated services to the government and business sectors with more than 20 years experience in this area. We conduct millions of identity-related transactions each year including:

• passport applications - we handle over 90% of all Australian passport applications and conduct 1.5 million passport interviews per annum on behalf of the Department of Foreign Affairs and Trade. We also accept all British passport applications in Australia.
• applications for drivers, shooters, boating and taxi licences
• national police clearance certificate and firearms applications
• birth, marriage and death certificate applications
• working with children licence applications
• licence to perform high risk work applications
• maritime securities identification card applications
• identity checks for more than 60 organisations - these checks are used for a wide range of purposes including opening banking accounts, card applications and investments.

Find out more about our identity services experience.

Why choose Australia Post for identity services?

• Flexibility - we offer an extensive range of end-to-end services related to identity verification and can help you build a modular solution that meets the specific needs of your business.
• Cost-effective and efficient - by combining our online and in-person services, you can reduce the cost of acquiring new customers or approving new applications. Reduce processing costs by outsourcing form and ID checks to Australia Post while increasing compliance. Our payment solutions can assist you to reduce the cost of revenue collection and cash-handling.
• Provide your customers with a streamlined experience - by using our identity services, you can offer your customers the choice of applying online or in person through the largest retail network in Australia.
• Security - we understand that the confidentiality of your data and your customers' privacy is of the highest importance. Our services and systems have been designed to ensure security at all times during the application and identity checking processes and our accredited staff are fully trained for these procedures. Find out more about privacy and security for our identity services clients.
• Trusted - many of your customers are already familiar with using Australia Post for a range of identity services.  We are considered an independent provider and are well-accepted by the public for this purpose.
• Consistent and reliable - Australia Post offers a national standardised process for identity services. Our staff are fully trained in producing high-quality identity service solutions and perform millions of identity checks a year. To further ensure consistency and reliability, we use an innovative software tool called ID Wizard to guide our counter operators through the identification process.

Need more information?

To find out more about how we can help your business with its identity service needs:

• call your Australia Post account manager
• contact us