In response to the rapid escalation of the COVID-19 pandemic, we have received several policy updates from our lender partners about your requirements when conducting non-face to face meetings and verifying your customer's identification.
We will continue to work with lenders to keep this page updated to help you meet your requirements, so stay tuned.
VOI requirements for NSW, SA, VIC, QLD, and WA in accordance with their Land Titles Office policies are:
A Face to Face meeting with the applicant(s) OR
- If the above is not viable ZIP ID is acceptable OR
- Australia Post
VOI requirements for NT, ACT & TAS in accordance with their Land Titles Office policies are:
Face to Face meeting with the applicant(s) OR
- Original certified copies of Identification
Non-face to face interviews can be completed via Zoom, Skype etc.
Given the current uncertainty around the Novel Coronavirus outbreak (COVID-19) we have introduced some temporary measures to assist Brokers in continuing to operate their businesses safely.
Effective immediately, Brokers will be able to request a non-face-to-face interview in the following scenarios (in addition to BAU):
- Where a customer or the Broker is in self-isolation or quarantine
- Where a customer or the Broker has suspected COVID-19
- Where a customer or the Broker is displaying symptoms of COVID-19
To request approval for a non-face-to-face interview in these circumstances, Brokers must email their ANZ BDM to request approval for a video conference interview with reasons stated in the email.
At this stage, there are no other changes made to our BAU processes and new customers continue to be required to complete their identification in person at a branch. We will continue to monitor the situation and update you further with any adjustments.
NON-FACE TO FACE INTERVIEWS
Our position regarding the acceptance of applications where a customer has not been interviewed face to face has not changed. Non-face to face interviews are acceptable to Auswide Bank provided this style of interview is approved by your Aggregator and that all steps to meet their compliance requirements are adhered to.
METHODS OF CONDUCTING VERIFICATION OF IDENTITY
If you are meeting the customer face to face physically, you can use ZipID App and complete the Verification of Identity to meet both our AML/CTF and VOI requirements. (ZipID App can be downloaded via the Apple App Store or Google Play with no cost incurred by you or the customer.
If you are unable to meet the customer face to face physically to verify their identity, they can take one of our VOI firms to an Australia Post office, along with the correct required id documents and will be identified there. There is NO cost to the customers to complete their VOI with Australia Post.
Our VOI forms can be located on our broker website. Please refer to full details of all VOI requirements located on our broker website here.
We are continuing to investigate other options for electronic VOI and will continue to update you with changes in this space as this progresses.
ELECTRONIC AND DIGITAL SIGNATURES
There is no change to our policy at this stage relating to the use of client and broker electronic or digital signatures in our Broker Pack. In particular the broker declaration, client privacy declaration forms and new account forms.
Electronic signatures being merely an image of a signature overlaid on top of a PDF document, (i.e. use of a ‘scanned’ signature image pasted onto a document, or using a feature of a software app such as Adobe to ‘create; a signature).
Although digital signatures are cryptographically secure and use private signing ‘keys’ to verify who has signed the documents and authorised it (e.g. DocuSign; DigiDocs) at this stage this option is not available.
The use of Digital signatures on our loan documents is currently being investigated at this time. We will continue to update you on any changes to our current policy in this regard as they develop.
As we make further additions to our acceptable electronic VOI arraignments we will keep you updated.
* Changes to our credit policy-with the impacts of COVI-19 starting to affect employment sectors and types of employment, we have updated our credit policy with regards to Casual Employment and applications requiring LMI.
Please refer to our Broker website for full details.
Currently, no change to the existing policy.
Bankwest is required by the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 to verify your identity. In addition, we are required to verify your identity when you transact on an interest in land.
You can visit your local Bankwest customer service centre or a participating post office in person to have your identity verified. The participating post office will verify your full name, date of birth and/or current residential address on behalf of Bankwest.
Your Identity Document (ID) Requirements - The information collected from you will be verified by the information contained in support of your application. You must present an original of one of the below primary photographic identification documents:
- Australian driver licence (current)
- Australian passport (current or expired within the last 2 years)
- International passport (current and accompanied by a NAATI translation)
- Proof of age card / NSW photo card / WA photo card (current and government-issued)
With concerns growing about the safety of face-to-face identity verification, we have now enabled remote VOI via IDyou.
In case you’re unfamiliar; IDyou by MSA allows mortgage brokers to perform a secure VOI remotely, from anywhere.
- It’s an app that has inbuilt video call functionality to support the remote verification of identity.
- It allows you to verify your client face-to-face via video call.
- The IDyou report is sent to the lender and used as evidence that a video call took place.
Take a look at this short video illustrating exactly how the process works.
If you’re having trouble:
Same policy and guidelines still apply to all brokers. No change to policy
Policy as per below:
- Whilst a face to face interview is preferable, our agreement caters for non-face to face situations
- All the Bank requirements must be followed, noting our AML / KYC requirements where the broker cannot verify from original identification documents.
- In such cases, the Certified Copies (Prescribed Persons) method is to be used.
- Refer to Comm Broker for instructions including the use of the Certified Copies of Identification Form.
- Please note that identification responsibilities cannot be outsourced to any third-party provider.
- Licensees policies/procedures/controls need to include the following:
- Customer Privacy Consents to cater for video conferencing
- Applicants face must be clearly visible, and the applicant must be audible during the interview and each applicant must be visible when communicating
- Appropriate scripting (including questions) to:
- Determine whether there are any other parties, who are not associated with the loan, present and if they are whether the applicant consents to their presence. Brokers should at this point look for any duress or undue influence on the borrower and decline to proceed if any concern
- Confirm that customers are willingly participating in the video conference
Further, all brokers need to be aware of the requirements from the Federal Government around self-isolation and if the customer does happen to be ill.
Connective Home Loans
All Connective Home Loans funders allow remote client meetings. All Connective Home Loan funders allow for verification of Identification to be completed at Australia Post, via ZIP ID, or a combination of both.
Options available to help your brokers minimise contact
Our priority is the health and wellbeing of our employees, your brokers and customers, and we have the following options available to your brokers to help minimise contact and work remotely:
remote VOI options including allowing customers to identify themselves at Australia Post branches
- electronic execution of loan contracts and mortgage documents utilising DocuSign
- we’re launching eSign for application documents through Loanapp this Saturday, enabling an end-to-end digital loan submission process with the electronic signing capability offered by MSA and DocuSign for loan contracts.
CHL Solutions will continue our business process of allowing non-face to face customer interactions with VOI identification via Zip ID or Australia Post. We are also working on digital verifications should the current VOI options become unavailable and will enact this immediately in need.
* Changes to credit policy- effective Monday 30 March 2020, there are changes to the documentation requirements to verify PAYG and self-employed income. Please refer to the Broker portal for more information.
Further to the previous advice of 18 March 2020, ING is pleased to advise that effective immediately, where a face-to-face interview between broker and client is not possible, ING will allow brokers to conduct customer identification using video-based technology. This digital method of identification will add to the more traditional methods still available as outlined in the broker update of 18 March 2020.
Below are the steps to follow when using video technology, allowing a seamless ID verification process:
- Broker to request and receive copies of an applicant’s identification documents (list of acceptable documents outlined in the ING Identification form)
- The broker arranges for a video meeting with applicant(s) to be identified
- Applicant displays the original identification documents on the screen camera. The broker then validates:
- The documents in the video are the same documents as the copies provided to the broker
- The likeness of the applicant is identical
- The documents appear valid and accurate
Verification of Identity
Following verification of the applicant’s ID, the broker then:
Completes the application in ApplyOnline as per the standard process
- Completes the new ING Identification form (attached) indicating the method of ID verification used in the declaration. This has been made available on our introducer site and will be updated on ApplyOnline in due course.
- Submits the ING Identification form and supporting documents as per the standard process
Please note: ING reserves the right to request face-to-face verification of ID where there is any uncertainty as to an applicant’s identification.
ING will also allow clients to be identified via Zip ID. ING has an arrangement in place for Zip ID to carry out mobile face-to-face identity verification as ING’s agent. More information about Zip ID can be found at zipid.com.au
Zip ID may be used in the same circumstances in which Australia Post identification is permitted under the ING Customer Identification Procedure for Brokers (see para 188.8.131.52). In order to utilise this option, brokers will need to register for Zip ID credentials via ING.
Those credentials will give the broker access to the Zip ID portal that allows them to arrange the appointment between Zip ID and the client for the purposes of face-to-face identity verification. Registration instructions will be provided in an email to accredited brokers shortly. The addition of this option is effective immediately and now available to accredited brokers.
Verification of Identity (VOI) guidelines
Landgate have acknowledged that with the current Covid-19 pandemic it may be difficult to conduct full face-to-face verification of identity.
If you are therefore unable to complete a face-to-face identification with your customer(s) Keystart will now accept the following:
1. Obtain written confirmation from the customer/s (email/screen of text) why they feel a face to face with either the Broker/Introducer or Australia Post is not appropriate. e.g. Due to restrictions from COVID-19 and/or self-isolation.
2. Complete the current VOI form and ensure in the “where” they advise:
- Where each party was located (Introducer “Subiaco” and client “Cannington”)
- The method they used to do a live video conference to verify the ID they have in their possession i.e. zoom, FaceTime, Skype etc.
- Complete the rest of the form in line with landgate requirements.
Should the customer accept the alternative solutions of zoom, face-time, skype etc. then it is important that you follow these steps to ensure you are satisfied that you have made reasonable steps to identify your customer.
1. Have a copy of the Photo ID in front of them when they do the live video conference.
2. The client places their original documents against their face on the video to allow confirmation that the person being identified has similar facial characteristics.
3. That the identification cannot proceed via video if the resolution of the video is of poor quality to enable the identification.
Alternatively, customers can still visit an Australia Post office to have their identity verified should they choose this option.
Will there be a change to Macquarie’s requirements for customer interviews?
As per our current practices, we understand that face to face interviews are not always possible and would discourage brokers meeting with customers if either party has recently returned from a country with travel restrictions, is self-quarantining or has been in contact with an infected person. However, it remains a requirement for the broker to conduct the interview with the customer so if face to face is not possible, an alternative means of conducting the interview needs be adopted.
Will there be a change to Macquarie’s requirements for ID verification?
Where face to face interviews are not possible due to potential illness and the broker is unable to complete the identification checks, the customer will be required to complete their ID verification via our alternate options which include Australia Post or ZIP ID. In the event the customer is unwell or self-quarantining, they should wait until their illness has passed or quarantine period is over before completing the ID verification process.
ZIP ID has confirmed that they will be requesting customers who have recently returned from a country with travel restrictions, are self-quarantining or have been in contact with an infected person to schedule their appointment for at least 14 days after potential contact.
* Changes to our income policy requirements for PAYG and Self- employed borrowers - as part of our responsible lending obligations, and to ensure borrowers are able to afford their loan repayments without undue hardship, we are monitoring industries impacted by the coronavirus situation. In line with this approach, we have included additional requirements and documentation to verify the income for the PAYG and self-employed applicants.
Please refer to our Broker website for full details.
COVID-19 was declared a pandemic by the World Health Organisation on 11 March 2020. In response, ME has established a business management plan to protect our people, brokers and customers, and to ensure the smooth running of our business.
ME’s amended requirements- acceptance of the use of digital meeting platforms
Over the last few days, we have experienced an increase in enquiries from both brokers and aggregators regarding whether ME accepts brokers conducting remote and/or digital meetings (i.e. Skype), as well as clarification of our Verification of Identity (VOI) policy.
With the expected increase in customer preferences to conduct home loan interviews digitally over the coming weeks, ME would like to help support brokers to continue to service their customers so we have changed our policy to permit both the customer interview and VOI of the customer to be completed via digital means.
Meeting the customer(s) face-to-face:
Where a broker meets with the customer(s) in person and can complete the VOI of the customer(s) in person, the “Customer ID, Responsible Lending and Broker Declarations (Face-to-Face)” form should be used in every instance. This will form part of the ApplyOnline document pack generated on submission of the loan to ME and can also be found on our broker website.
Meeting the customer(s) via digital platforms (e.g. Skype, FaceTime):
Where a broker cannot meet with the customer(s) in person, digital platforms may be used for the purpose of interviewing the customer and completing the VOI. The process below is to be followed in this instance:
- The broker is to complete the application in ApplyOnline as per usual business practice.
- When conducting the VOI: the customer(s) must show the broker the required original identification documentation via the digital platform and this must be clearly sighted on screen.
- The broker must record details of the original identification documents sighted on the “Customer ID, Responsible Lending and Broker Declarations (Face-to-Face)” form and verify that the person’s details match the identification documents. The broker must also note on this form that Skype/FaceTime was used to identify the customer.
- The customer(s) must send the broker scanned copies of the identification documentation which must be sent to ME as part of the application submission.
If there are any doubts raised about the identity of the customer(s) either via the broker or as a result of our internal processes, further investigations will be required.
Verifying customer identity
Mystate continue to support remote VOI through the use of IDyou and Docusign both offered through MSA through this period
IDyou allows you to verify face-to-face via video using your mobile phone or device from any location. It takes only a few minutes; the customer enters their information, takes photos of their identity documents and signs a declaration. It’s then verified with a face to face call with you.
It’s secure and provides a compliant VOI system. It’s simple and at no cost.
This quick video clip will show you how.
They can do non-face to face provided they hold approval from NAB (State Manager) and the customer goes into the branch and be identified prior to application
NAB’s ID requirements have not changed (100-point ID) though they may consider changes later this week
The Pepper team are all working hard to ensure we keep giving you the service you know and expect.
A few items that have been raised are around non-face to face identification and valuations. Pepper Money has provided the following clarification;
- Pepper Money will continue our business process of allowing non-face to face customer interactions with VOI identification via Zip ID or Australia Post. We are also working on digital verifications should the current VOI options become unavailable and will enact this immediately in need.
- Pepper is also working to provide a valuation solution should accessing securities become problematic. I will provide more details should we need to enact this change but rest assured this is well in hand.
Verification of ID
VOI of Clients
Our current BAU identification policy mandates the requirement for you, the broker, to verify a client’s identity face to face. Under the current situation, P&N will accept, until further notice, VOI options available via Australia Post locations. This allows you to complete client appointments using methods other than face to face (like Skype or FaceTime) where applicable.
Face-to-face appointments: Please ensure our standard Member Identification Certificate is completed in full where face-to-face appointments take place.
Remote Appointments: Please instruct your clients to attend an Australia Post locations to complete the VOI process.
Please note: It’s very important that your clients clearly advise Australia Post they are dealing with P&N Bank and not provide broker details (this is so Australia Post upload the completed form onto their VOI portal and our P&N team can access).
Resimac’s current policy already does not require face-to-face VOI. However, please note that Skype or similar does not qualify as face-to-face so, in those circumstances, Resimac’s non-face-to-face policy must be followed.
For the purposes of identification, the broker must receive original certified ID documentation and complete the ID form for a non-face-to-face interview (noting above with respect to Skype).
Remote Identification — IDYou
From 1 April 2020, Resimac will accept MSA National's IDYou Verification of Identity (VOI) mobile app for both face-to-face AND remote verification of a customer's identity. This move is aligned with the new guidelines recently released by ARNECC, to meet social distancing requirements.
IDYou is a secure tool that provides an assisted approach to capturing all VOI data ensuring the correct information is held and that the quality of information meets compliance standards.
Benefits to brokers and customers
- Improved privacy. No more hard copies in your briefcase and no more soft copies on your phone or laptop.
- It's quick! VOI in a matter of minutes.
- More secure: VOI documents are encrypted, stored on secure servers and requires a unique security code to access reports.
- Can be done anywhere, anytime.
Set-up access in two easy steps
MSA National will set you up with an account and email you the details.
- Download the app: Apple or Google Play
- Log in to the IDYou App using the username and password that will be emailed to you by MSA National over the next 48 hours.
Submitting the VOI report with your loan application
Once you have completed the VOI, it will automatically save the report on the IDYou App. When you are ready to submit your loan application to Resimac, you will need to go back into the IDYou App, go to that borrower's VOI record and click on 'Prepare Report for Lender' which then displays all lenders who are formally accepting IDYou.
Teachers Mutual Bank Limited
Non Face to Face Interviews and associated identification (VOI) processes
Where a broker cannot meet directly with their clients in person, TMBL would like to remind its partners that there is an existing policy that enables brokers to conduct non-face to face meetings (for example by phone or a video conference facility such as Skype) supported by the capability for clients to be identified via either Australian Post Offices or ZipID.
VOI and Remote Interview Guide
Virgin Money Customer Identification Guidelines set out the collection and verification of customer identity information for all new customers.
In instances where brokers normal course of business requires remote identification and the customers are not meeting a broker in person at the same physical location, the below policy guideline will help to support your business.
The broker and customer must follow the instructions below for certified ID and video conferencing, all requirements must be met and documented correctly in order for the ID documents to be accepted.
- The customer must first provide the broker with original certified copies of their
- The ID must be certified by a permissible certifier only, refer to the list as per Certified ID
- The customer and the person certifying their ID will need to complete a Certified ID Form and the customer must submit this form to the broker together with the certified copies of ID documentation.
- The customer is to provide all completed documents to the broker in readiness for the identification
1. Once certified ID is received, the broker will complete an identification session with the customers using video - conferencing
During the video conference:
- The customer must display the originals of the photo identification documents used during the certified ID
- The broker must compare the certified ID documents to the originals displayed on the video conference by the individual being identified and
- Must take a screenshot/ photo of the individual holding at least one photo ID
- The screenshot must be in a quality that Virgin Money also to verify the ID documents used.
2. Broker to complete the broker declaration for video -conferencing identification which is contained within a designated section on the Certified Id.
3. All documents completed during the identification process must be submitted with the application at application lodgement stage and broker to document the details of the remote interview in the application submission
Full list of documents required are:
- Certified ID documents
- Certified ID form
- Screenshot of the applicant holding the ID during the identification session
Note: Please notify your BDM immediately, where there are any signs of tampering or amendments to the documents or where there are concerns as to the true identity of the applicants.
We understand that the spread of COVID-19 here in Australia is having an impact on brokers and their customers and we are continuing to monitor the situation and respond accordingly.
As part of this, we are currently making some changes to the Home Loan application process to help ensure we can continue to provide essential services to your network.
We know that Verification of Identity (VOI) remains a key concern and I wanted to let you know that we are revisiting our policies and procedures. In the meantime, the existing VOI policy will continue to apply and we will update you on any changes in due course.
Whilst that is occurring, and to provide immediate support, we are introducing an option for customer appointments to be held virtually.
From Wednesday 18 March 2020, brokers can conduct customer appointments virtually, using technology such as phone, video or teleconference. This is a permanent change.
What does this mean for a broker?
Where a broker is not able to meet the customer in-person, the customer appointment can be held virtually.
The mandatory process for virtual appointments is as follows:
- In ApplyOnline, in the comments section, the broker must note that the customer appointment has been completed virtually and specify the technology used.
Prior to submitting the loan application in ApplyOnline, the broker must obtain a copy of a completed and signed application form from the customer(s) – an email copy is acceptable.
From Monday 30 March additional changes have been made to the Electronic Verification and Verification of Identity process.
Customers will now be able to complete their Verification of Identity (VOI), Identity Verification (IDV) and Know Your Customers (KYC) requirements through alternative methods during the COVID-19 period and where a face-to-face meeting is unable to be conducted.
The key changes are:
- A new Electronic Verification process – we will require customers to go online and open a transaction account to meet IDV/KYC requirements
- A new Video Conference Verification of Identify (VoI) process – we will now allow video conference to replace face to face in the scenario where this is not possible
Key details for completing electronic verification of identity for new to bank customers:
As part of the broker's initial conversation with a customer who is new to Westpac, they will be able to ask a customer to consider opening a transaction account online in order to enable the customer to meet their IDV/KYC requirements without meeting anyone face to face.
- Customers will be directed to the brand-specific account opening page and advised to follow the simple online process to open the transaction account. In the case of joint home loan applications, each applicant will need to open their own Westpac Choice account to complete IDV/KYC.
- It is the customer’s decision as to whether they proceed to open an account to meet our KYC requirements.
- The monthly fee for this account will be waived for 12 months from the time of account opening, providing the broker emails WBCHomeLoanVirtualSupport@westpac.com.au or RRBHomeLoanVirtualSupport@westpac.com.au with this request. If your customer wishes to have the account closed the broker will also need to include this in their email.
Key details for completing Verification of Identity (VoI) via Video conference
Where a face to face VoI appointment cannot be completed we now have the option to complete VoI using Video Conference.
- There is a new VoI form specifically for VoI completed via video conference which will be housed online in the forms section.
- A screenshot must be taken of each applicant holding a form of photographic ID as well as screenshots of the identification documents required for each applicant.
- These screenshots must be scanned and along with the VoI form follow the standard procedures to send back to operations.
We will have links to:
- The new Video Conference VoI form
- A guide for opening a customer’s account
Please note: Training packs will be available in the secure portals for Westpac tomorrow and for RRB in 7 business days.