FOI 24/25-1473 DOCUMENT 62

Understand the Document Verification Service

SGP KP Publishing

Exported on 2025-04-03 04:31:13

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SGP KP Publishing – Understand the Document Verification Service

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 What is the Document Verification Service (DVS) …………………………………………………… 6 4 Next steps …………………………………………………………………………………………………………….. 8

Table of Contents – 2

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SGP KP Publishing – Understand the Document Verification Service

This article provides guidance for a local area coordinator, early childhood partner and all NDIA staff (planner delegate, payments officer, internal review delegate, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to understand:

the Document Verification Service (DVS) and how to use it
identity documents that can and can’t be verified using DVS.

Recent updates – 3

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SGP KP Publishing – Understand the Document Verification Service

1 Recent updates

22 December 2023 Guidance updated to remind staff to request more evidence if initial evidence fails DVS, and to use DVS to verify any additional evidence received before submitting the Access Request case.

Recent updates – 4

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SGP KP Publishing – Understand the Document Verification Service

2 Before you start

You have:

read and understood article Consent to use document verification service
read and understood article Upload evidence of identity documents
information from identity documents correctly recorded in PACE
consent to use DVS to check identity documents.

Before you start – 5

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SGP KP Publishing – Understand the Document Verification Service

3 What is the Document Verification Service (DVS)

We can use DVS, with consent, to verify that an identity document is legitimate. DVS can’t confirm that the person presenting the identity document is the rightful owner. We need to check this in other ways. For more information, read article Complete a Face-to Document check.

Identity documents DVS can confirm

DVS can verify if an identity document is legitimate when:

it’s current (that is, not expired)*
it has been digitised.**

This includes the following documents:

Birth certificates
Centrelink cards
Certificate of Registration by Descent
Citizenship Certificates
Drivers Licences
Immigration Cards (ImmiCard)
Medicare Cards
Australian Passports*
Visas.

*Passports can be verified if expired within the last 3 years. **Birth certificates can be verified from the following years in each state/territory:

ACT from 1930
NSW from 1914
NT from 1870
QLD from 1941
SA from 1944
TAS from 1970
VIC from 1929
WA from 1841

Using the Document Verification Service

Follow instructions in article Upload evidence of identity documents. Upload the evidence and enter the details exactly as shown on the document. Then when you’re ready to verify the documents:

Navigate to the Verification section.
Select Verify with DVS.
Select Next.

Note: Make sure you’ve checked that the name and document details are entered correctly before selecting Verify with DVS.

What is the Document Verification Service (DVS) – 6

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SGP KP Publishing – Understand the Document Verification Service

After the DVS check, the outcome in PACE will be either:

Y, which means the document is verified
N, which means the document details didn’t match the issuing agency’s records, so we’ll need to check the details and try again
D, which means the issuing agency’s records aren’t digitised, so DVS can’t be used
S, which means DVS isn’t working, try again in 30 minutes.

An N outcome, or no match, may mean the:

document isn’t genuine
document details weren’t entered correctly
document is expired, suspended, no longer valid or may have been reported lost, stolen, or compromised.

Birth or Arrival documents that fail DVS are a serious risk. Try the document again and if it still fails, request another form of evidence. If the person doesn’t have this, you’ll need to escalate to your team leader. Use article Escalate an integrity issue about identity.

Note: If you’ve supported a person to provide further evidence to the enquires inbox, make sure you route the enquiry back to yourself. Attempt to verify this evidence using DVS before submitting the Access Request case. Use article Upload evidence of identity documents.

Identity documents the DVS can’t verify

DVS can’t verify if an identity document is legitimate when:

It has expired*
It hasn’t been digitised.**

*Passports can’t be verified if expired for more than 3 years. **Birth certificates can’t be verified before the following years in each state/territory:

ACT before 1930
NSW before 1914
NT before 1870
QLD before 1941
SA before 1944
TAS before 1970
VIC before 1929
WA before 1841

What is the Document Verification Service (DVS) – 7

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4 Next steps

If you’re unable to verify a document using DVS, the information still needs to be uploaded and the case progressed to the Access team. For more information, read article Upload evidence of identity documents.

Next steps – 8

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