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Many businesses like super funds and banks need to verify your identity before they can help you.
Why businesses need to know who you are
Many businesses like super funds and banks must verify your identity before they can assist you. These checks are because of laws they must follow to protect your money.
Different businesses have different ways of proving your identity. The documents they ask for can depend on what you want to do and how they process their work.
It’s okay if you don’t have standard ID. Super funds and banks are expected to have fair and flexible ways for you to prove who you are, so you can still manage your money.
Ask the business what their flextible options are to identify yourself to them.
Examples of standard ID documents
You might be asked for ID such as:
- photo ID like a driver’s licence, proof of age card or passport
- Centrelink concession or pension card
- Medicare card
- birth certificate
- a government letter addressed to you
- a recent bill addressed to you.
Check with the business what they need to verify your identity. Also check how to give them the information. You might be able to attend their office, send copies online or through the post.
How businesses will check your identity
The business may ask questions to check who you are. They may also check that the account or money you are asking about is yours, or if it isn't, that you're allowed to act for someone else.
They may ask you to confirm personal or account details they already hold, like:
- the name and address listed for the account holder
- account or membership numbers
- recent account activity, like a deposit or withdrawal.
If you cannot use the usual processes, or if you're worried about someone else accessing your account, ask if there is another way you can prove your identity.
Protect your personal information. Only give personal information when you are confident you are speaking to the real organisation. If someone calls unexpectedly, you can hang up and call back using a number from the organisation's official website, app, statement or another trusted source.
If someone is helping you
If another person is helping you or acting for you, the business may need to check that person's identity and confirm that they have authority to act for you. Ask what documents or other information the business needs. This may be different from the checks used to confirm your own access to the account.
If you don’t have standard ID
You might not have the items your super fund or bank asks for. You may also have documents where details don't match, such as different names or spellings, addresses or dates of birth.
Super funds and banks are encouraged to use other ways to check who you are and prove your ID.
Examples of other ways to prove your identity
Depending on the provider, they might accept things like:
- A referee statement from an employer, financial counsellor, community leader such as an Elder, school teacher, doctor or police officer.
- Recently expired ID documents, such as a driver's licence.
- Letters from the government with your name on them, including from Centrelink, the Australian Taxation Office (ATO), or corrective services.
- Community ID, such as a membership card of an Aboriginal or Torres Strait Islander organisation.
Ask the business what kind of proof of ID they will accept.
If you are helping someone with identity documents, AUSTRAC has guidance to assist customers, including dedicated guidance to support Indigenous customers.
Sam is asked to prove his identity
Sam went to a local bank branch to open a new account. The bank said he needed to prove who he was, but he had lost his current photo ID. He showed the bank his expired photo ID and a recent government letter with his name on it. The bank checked its flexible identification options and accepted the documents as proof of Sam’s identity. Sam was then able to open an account.
Questions you can ask
- I don't have the ID documents you are asking for, what other types of ID do you accept?
- If I cannot pass the phone checks, how else can you confirm who I am?
- Do you have an alternative or flexible identification process I can use?
- What can I do if my name, address or date of birth on my documents don't match?
- Do you have a First Nations support team I can speak to?
Where to get more help
If a business makes it hard to prove your identity:
- Ask if they have a First Nations support team or alternative identification process. Many super funds and banks have trained specialists who can help.
- Call the free Mob Strong Debt Helpline on 1800 808 488. The helpline is open Monday to Friday, 9:30 am to 4:30 pm Sydney time.
- Find a financial counsellor in your area and make an appointment to see them.
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