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FOI 24/25-1473 DOCUMENT 33

Consent to use document verification service

SGP KP Publishing

Exported on 2025-04-02 05:37:22

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SGP KP Publishing – Consent to use document verification service

Table of Contents

  1. Recent updates …………………………………………………………………………………………………….. 4
  2. Before you start …………………………………………………………………………………………………….. 5
  3. Understand why DVS consent is important ……………………………………………… 6
  4. Get DVS consent …………………………………………………………………………………………………… 7
    • 4.1 Read introduction to applicant ……………………………………………………………………………….. 7
    • 4.2 Read declaration to applicant word-for-word:…………………………………………………………… 7
    • 4.3 Ask for consent ……………………………………………………………………………………………………. 8
    • 4.4 Record DVS consent to verify identity documents in PACE ………………………………………. 8
  5. Confirm the person has given us DVS consent …………………………………………………….. 10
  6. What happens if this consent is not provided? …………………………………………………….. 11
  7. Next steps …………………………………………………………………………………………………………… 12

Table of Contents – 2

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This article provides guidance for all NDIA staff and partners to:

  • understand why document verification service consent (DVS) is important
  • get DVS consent
  • confirm the person has given DVS consent
  • understand what happens if DVS consent is not provided.

This article is for NDIS applicants. For participant consent guidance, go to article Understand the articles to use for the Manage Authorised Representative case.

Recent updates – 3

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1 Recent updates

3 October 2024 Linked article title changed from How to complete the access request case form to Complete form in the access request case.

Guidance updated to improve accessibility and consistency with related articles.

Recent updates – 4

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2 Before you start

You have:

To confirm a person’s identity this is a 2-part process:

  • gain DVS consent – this article
  • verify identity documents with DVS – after this article. Refer to Next steps.

Before you start – 5

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3 Understand why DVS consent is important

You can’t legally use someone’s identity documents or disclose them to a third party without the person’s consent.

To verify someone’s identity with a separate organisation, you need to disclose part of their identity information to that organisation. This is the quickest and easiest way to verify their identity documents. However, to protect the person’s privacy you must get their formal consent to do so.

If they don’t give their DVS consent, there are other ways to verify their identity documents. However, this may be more difficult, and take longer.

Understand why DVS consent is important – 6

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4 Get DVS consent

You get DVS consent to verify identity documents by directly asking for it. We call this verbal consent.

If a person can’t give verbal consent, you must help them find accessible ways to give consent. Go to article Understand how to verify identity documents. Your team leaders can help with this too.

To obtain verbal DVS consent there are 4 steps:

  1. Read introduction to applicant.
  2. Read declaration to applicant word-for-word.
  3. Ask for consent to verify identity documents.
  4. Record DVS consent in PACE.

4.1 Read introduction to applicant

You need to read the following information aloud to the applicant.

“I’m going to read a legal declaration about why the NDIA collects and shares information to check your identity documents. This will take a few minutes. Then I will ask if you give us consent to check your identity documents. You say either, ‘Yes’ to give consent or ‘No’ if you don’t.”

“Before I start, do you want to know more about our Privacy policy?”

If the person answers:

  • No, then skip to Step 2: Read declaration to applicant word-for-word
  • Yes, then explain the following:

“You can find our Privacy Policy on our website at ndis.gov.au. Scroll to the very bottom of the page and click on the Privacy link in the bottom menu. If you need an easy English version, you can then click the Privacy Easy Read link in the right-hand menu of the privacy page.”

“Are you ready to listen to the declaration?”

If the person answers:

  • No, support them to resolve any questions or issues
  • Yes, move to Step 2: Read declaration to applicant word-for-word

4.2 Read declaration to applicant word-for-word:

“The National Disability Insurance Agency (NDIA) collects your personal information to:”

  • “Confirm your identity so that we can be sure that we’re dealing with the right person when you deal with us about your NDIS application and (if eligible) your NDIS plan”
  • “Help develop, implement and reassess your NDIS Plan (if eligible) and do other things related to the NDIS.”

Get DVS consent – 7

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SGP KP Publishing – Consent to use document verification service

“The personal information that we collect may include your full name, address and date of birth, and identity documents such as driver’s licence, passport, or Medicare card. Sometimes this information may include your sensitive information such as health information or information about your racial or ethnic origin or your religious beliefs.”

“We’ll collect your personal information directly from you unless it’s not practical to do so. We may also collect your information from others when it’s allowed under a law, or if you give us consent to do so.”

“To confirm your identity, we may need to disclose your personal information to:”

  • “A state, territory or commonwealth government agency that issued an identity document that you’ve provided”
  • “Other people such as: family members; health professionals who have treated you; support workers; organisations that are our Partners in the Community; state, territory or commonwealth government agencies.”

“If we don’t collect your personal information, we may not be able to confirm that you’re the person making this application or, if you’re eligible for the NDIS, that you’re an NDIS participant. This may mean that we’re unable to interact with you about this application and we may be unable to decide if you’re eligible for the NDIS. It may mean that, if you’re eligible, we may not be able to interact with you to assist you with preparing and implementing an NDIS plan.”

“You can find out more about how we collect, use and disclose your personal and sensitive information by visiting the NDIS website at ndis.gov.au.”

“That’s the end of the declaration. Are you ready to answer the consent question?”

If the person answers:

  • No, support them to resolve any questions or issues
  • Yes, move to Step 3: Ask for Consent.

You must ask the person the following question and record their response.

“Do you consent to the NDIA collecting, using and disclosing your personal and sensitive information for the above purposes, including to verify your identity with the document issuer or official record holder via third party systems, and in accordance with our Privacy Policy?”

If the person answers:

  • Yes, then note their response and move to Step 4: Record consent in PACE
  • No, then ask, “Can you briefly explain why you said no, so I can note it for our records?” and note their response.

“Thanks. I’ll include those details on your record, so you don’t have to tell us this again.”

Enter this DVS consent in the applicant’s Consent section of their Person Account. To do this, either use article Create a Person Account or Update a Person Account.

Get DVS consent – 8

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In the Person Account case, the Consent step has 5 questions. You’ll only record DVS consent to verify identity. You can only answer the other questions if you have the applicant’s specific consent.

The DVS consent question is the same as the one you asked the applicant - Do you consent to the NDIA collecting, using and disclosing your personal and sensitive information for the above purposes, including to verify your identity with the document issuer or official record holder via third party systems, and in accordance with our Privacy Policy?

Get DVS consent – 9

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To check if the person has given DVS consent to verify their identity documents, you must check their PACE account.

  1. Search for the Person Account.
  2. In the Details tab, scroll to the Consents section at the bottom.
  3. Check if the Consent DVS checkbox is ticked.

You must confirm the person has given consent before any use of their identification information.

It’s important you verify the person’s identity. You can’t progress a person’s application until you’ve verified their identity documents.

If the person hasn’t given consent to use their information, you’ll need to refer the case to your team leader, or to the Access Integrity Management (AIM) team.

If no information is displayed in the Consents section of the Person Account, it’s likely we haven’t asked the person for consent.

You’ll need to directly ask them. Refer to Get DVS consent in this article.

Confirm the person has given us DVS consent – 10

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You can’t use the person’s identity documents without their consent. When you verify a person’s identity, if they’ve not given consent to use their identity documents then we must use other methods. This takes longer and may delay the person’s application. Refer to Next Steps in this article.

What happens if this consent is not provided? – 11

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7 Next steps

To verify identity documents with the DVS, go to article Understand the Document Verification Service.

If you’re unable to use DVS, go to article Understand how to verify identity documents.

To complete an access request case, continue to follow guidance in article Complete form in access request case.

Next steps – 12

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