FOI 24/25-1473 DOCUMENT 61

Understand how to verify identity documents

SGP KP Publishing

Exported on 2025-04-03 03:22:27

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SGP KP Publishing – Understand how to verify identity documents

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 1.1 9 December 2024 ………………………………………………………………………………………………… 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Understand identity confirmation ………………………………………………………………………….. 6 4 Check if an identity document has already been verified ………………………………………… 7 5 Check the correct identity documents have been provided …………………………………….. 8 6 Check identity documents for integrity issues ……………………………………………………….. 9 7 Check the identity documents belong to the person …………………………………………….. 10 8 Verify identity documents ……………………………………………………………………………………. 11

Table of Contents – 2

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SGP KP Publishing – Understand how to verify identity documents

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

understand identity confirmation
check if an identity document has already been verified
check the correct identity documents have been provided
check identity documents for integrity issues
check the identity documents belong to the person
verify identity documents.

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SGP KP Publishing – Understand how to verify identity documents

1 Recent updates

1.1 9 December 2024

Updated guidance to include if a participant has a statutory guardian or statutory child representative appointed you don’t need to verify the identity of the staff member if they’re registered in PRODA and linked to the state or territory organisation.

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SGP KP Publishing – Understand how to verify identity documents

2 Before you start

You have:

read and understood Our Guideline – Your privacy and information (external) and Fact Sheet – Evidence of Identity (external)
received or need to request identity documentation to confirm the person’s identity
checked identity documents are uploaded (if required) and correctly recorded in PACE using article Upload evidence of identity documents.

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SGP KP Publishing – Understand how to verify identity documents

3 Understand identity confirmation

Identity confirmation is the process where you confirm someone’s identity for the first time. To do this you verify and record identity documents and link the documents to the person. This is done to reduce the risk of the Agency providing funded support to someone who is using a fake or stolen identity.

You must verify identity documents to confirm the identity for:

applicant
child representative
person with consent
legal representative
nominee.

If the participant has a statutory guardian or statutory child representative, you don’t need to verify the identity documents of the staff member if they’re registered in PRODA and linked to the organisation.

Note: if a support coordinator or psychosocial recovery coach (recovery coach) has consent to act on the participant’s behalf, they won’t need to provide evidence of their identity for us to record them as a staff member of the organisation as long as:

the support coordinator or recovery coach is registered in PRODA and
there’s an active request for service (RFS) in PACE or service booking in SAP for the support coordinator or recovery coach.

For more information go to article Record or update consent for a support coordinator or psychosocial recovery coach to act on behalf of the participant.

When a person applies to the NDIS, it’s important that before submitting the Access Request case you must:

Request evidence of identity.
Confirm the evidence of identity has been received. Use article Upload evidence of identity documents.

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4 Check if an identity document has already been verified

Go to Person Account, My Profile tab.
Go to Evidence tab.
Under Identity Evidence, check the appropriate identity evidence has been recorded. Use the below section to Check the correct identity documents have been provided. The recorded evidence will display as Verified Manual or Verified DVS under Verification Status.

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5 Check the correct identity documents have been provided

Applicants or individuals seeking to become an authorised representative for a participant or someone receiving community connections or early connections must complete the identity confirmation process. This is to help prevent identity fraud and make sure information is secure.

Use the Fact Sheet – Evidence of Identity (external) to check the correct identity documents have been provided for the person. This must include:

one (1) Birth or Arrival Document, and
at least two (2) Use in Community Documents that are current (not expired).

When an adult uses their child’s birth certificate as evidence of the adult’s identity, the adult’s name:

must be listed on the birth certificate as a parent and
on the birth certificate must match the name given to us by the adult.

If the person has changed their name in the past, to confirm their identity you must have a linking document. For example, a marriage certificate. Make sure all previous and current names are recorded in the person account. To update the person’s name use article Update a person account.

If you don’t have the correct identity documents for the person, contact them to explain:

why we need more information
what additional identity documents to provide.

You must use their preferred communication method, use article Check a person’s preferred contact method.

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6 Check identity documents for integrity issues

Check the identity document for integrity issues, which may include:

the document has been changed
the document is not genuine
discrepancies between documents and the person
discrepancies between signatures.

If you identify a potential integrity issue, ask for another identity document. If there’s still an integrity issue, use article Escalate an integrity issue about identity.

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7 Check the identity documents belong to the person

When you receive identity documentation, you must check the person presenting the documents is the genuine owner of the identity.

Go to the Person Account.
Go to Details tab, then Legal Name menu. Check the full name (including First Name, Middle Name and Last Name) matches the evidence of identity documents exactly. If their legal name doesn’t match, ask if they’ve changed their name and request a linking document with evidence of this. For information on linking documents, use Fact sheet – Evidence of Identity (external).

Note: the person’s full legal name might not match their preferred name. While you need to use their legal name to confirm a person’s identity, make sure you use their preferred name in conversation. Also clarify a person’s pronouns to make sure you’re referring to them respectfully. If you’re not sure what pronouns they use, please ask.
Go to Account Information menu. Check the Date of Birth matches the evidence of identity documents.
Go to Address menu. Check the Address recorded matches the evidence of identity documents.
If the full Name, Date of Birth or Address recorded don’t match the identity document received, check:
- for any obvious typos or misspellings. If you identify any, update the record using article Update a person account
- if the differences are significant enough not to be typos or misspellings and you can’t see any evidence of a link between the 2 identities, you’ll need to ask the person to give some evidence to link the names. If the person doesn’t have this, use article Escalate an integrity issue about identity. Note: remember, don’t escalate an integrity issue based only on someone’s gender identity or expression
- if photo identification has been received, use article Complete a Face-to-Document check to complete and record a face-to-document check.

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8 Verify identity documents

Generally we use the Document Verification Service (DVS) to verify identity documents. Use article Understand the Document Verification Service to learn more. Sometimes, an access delegate will use other methods like:

accessing digital records from Australian Government agencies
using data shared with the NDIA
contacting the document issuer or record holder directly.

If you’re unable to use the DVS to verify an identity document, make sure the documents are uploaded to the Access Request or Manage Authorised Representative case using article Upload evidence of identity documents. Proceed to complete the case.

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