Legacy Proof of Identity (POI) tiered model A to Z documents 106-07080001

Item

Description

1

Question: The customer's address on the proof of identification is different to what appears on the claim, how is it coded?

Answer: When required the address must be the same address (postal, home/residential, temporary, term or nominee) as appears on the claim.

However, the customer can update the address with the issuing agency and provide evidence of this to Services Australia.

Where a customer has a nominee and the nominee's address is on the documents (e.g. bank documents) if the nominee details are recorded on the record, the document can be used.

2

Question: What is done if there is doubt about the validity of the account or proof of payment is not provided with the document?

Answer: If there is doubt about the validity of the account, Service Officer can request proof of payment The Service Officer can also verify the details with the issuing agency. Proof of payment can include a receipt, cash register imprint or receipt number of internet/phone transaction.

3

Question: There is no date issued on the document, what date should be used as the date of issue?

Answer: If the document needs a date of issue coded and none appears on the document, the most recent date on the document should be used. When month and year is given as an issue date, the first date in the month should be coded.

If there is no date on the document, then the date of interview (or date documents were supplied if no interview) should be used and noted in a DOC.

4

Question: The document does not have an expiry date, can it be used as proof of identity?

Answer: Documents without an expiry date and that are listed on the Process page as 'recent' must be less than 12 months old. Exceptions are PAYG Payment summary and Taxation Notice of Assessment which may be up to 24 months old.

5

Question: The document has expired, can it be used as proof of identity?

Answer: Documents that have an expiry or end date can only be accepted before that date. Expired documents must not be used.

6

Question: What are the procedures if there is doubt about the identity of the customer and/or the veracity of the documents provided?

Answer: In situations where there are concerns about the customer's identity, a payment should not be granted. In cases that appear to involve identity related fraud, See Identity Fraud and Report Suspected Fraud and Corruption.

7

Question: Can Centrelink records be used to verify information provided?

Scenario: It's been mentioned in a training program that I can verify the information provided by customers on the Questions for customers with insufficient Proof of Identity by checking Centrelink records. However, my Team Leader has warned me not to access customer records - including those of family members - to verify information provided by customers unless I get permission from the person whose record I want to access. Which is correct?

Answer: The Centrelink Privacy and Information Access Team have advised that Centrelink records can be used to verify information provided, with some limitations (see below).

Personal information held in Centrelink's records is subject to privacy and confidentiality legislation. Confidentiality provisions are contained in various legislation Centrelink administers and govern access to, use and disclosure of 'protected information' (personal information of customers).

They allow a person to obtain protected information for the purpose of performing his/her duties under relevant legislation. Confidentiality provisions are found in, but not limited to, the Social Security (Administration Act 1999, the Family Assistance Administration Act 1999 and the Student Assistance Act 1973.

Officers who view the information must still be aware of their obligations under 'conflict of interest' where they should not access the customer information if a conflict of interest situation may exist (e.g. a relatives information, own record, etc.). In this case, the task involving the customer's information should be passed to another member of the team who does not have a conflict of interest.

8

Question: Is a formal death certificate from Births, Deaths and Marriages (BDM) acceptable as POI?

Answer: No, Death certificates were not included as acceptable POI documents by the Whole of Government Taskforce when it made its recommendations prior to the implementation of Centrelink's legacy tiered POI model in 2001. Although the BDMs verify the death of the person, they do not verify the details of any survivors that may be mentioned on the certificate. The death certificate therefore provides no further evidence of the person's identity.

9

Question: Can a court order from the Protective Office be used as POI points?

Answer: No, however it can be used as verification if POI exemption procedures are used because customer does not have sufficient identification.

10

Question: What are the advantages of a current address on a document?

Answer: Under the framework that was developed by the 'Whole of Government' committee, documents with current address details are showing a person's 'locational identity'. That is, the person is at a particular address and is contactable at that address.

In addition, people will often throw out documents when a replacement arrives. The 'old' document could be found and used by someone else.

11

Question: Are ceremonial, commemorative or decorative birth certificates acceptable as POI?

Answer: Ceremonial, commemorative or decorative birth certificates issued are not acceptable as POI. These certificates do not include the required information to pass through the Document Verification Service.

12

Question: Can a document not issued by Australian authorities be used as Commencement of Identity documents? (e.g. Document issued by the United Nations High Commissioner)

Answer: No, only documents issued by Australian authorities are able to be used for verifying the Commencement of an Identity in Australia. This is because the person must establish what name they are known by Australian authorities.

13

Question: Why does an Australian passport have to be valid to be used?

Answer: The Department of Foreign Affairs and Trade (DFAT) issues Australian passports and has advised that passports up to 3 years after their expiry date are acceptable identity documents. They meet the National Identity Proofing Guidelines, Minimum Identity Proofing Requirements.

14

Question: How can it be identified that a customer has had their name changed at the Births, Deaths, and Marriages (BDM) registry?

Answer: Procedures differ for each State and Territory. See below for details:

Australian Capital Territory (ACT)

A notation is made on the back of any birth certificate issued advising the new name and the date of change.

New South Wales (NSW)

When a change of name occurs, the letter N is placed after the birth certificate's registration number. This was implemented around the mid 1990's. In the section titled 'Endorsements' the details of the previous name are recorded. For certificates issued prior to this time the previous name is recorded at the top of the certificate with the new name recorded on either the side or bottom of the certificate.

Northern Territory (NT)

A notation on a birth certificate indicating a change of name is optional. An asterisk at the bottom of the certificate indicates a change of name has occurred but it is still not required to have the name recorded.

Queensland (QLD)

If a person requires the change of name to be recorded on their birth certificate, the change of name is recorded on the front of the certificate and previous names on the back. If they choose not to have the new name appear, the birth certificate will state that a change of name has been registered but will not state the new name.

South Australia (SA)

The recording of a change of name on a SA birth certificate is optional. If the person does not want it recorded on their birth certificate a Change of Name certificate can be issued which includes the previous name(s). If the person requests the details to be included on their birth certificate the new name details are recorded on the reverse side of the certificate,

Tasmania (TAS)

The noting on a birth certificate of a change of name is optional. If the person chooses YES to having it recorded there is an N placed after the registration number on the certificate. This came about in the year 2000.

Victoria (VIC)

BDM advises that the letter N is recorded after the registration number on the birth certificate indicating a name change. A letter N is recorded for each name change so there can be more than 1 letter N on any certificate. This has been in place since 1986. When the letter C appears on a certificate after the registration number it indicates that a correction has been made to the certificate. This includes the correction of any spelling errors.

Western Australia (WA)

If a change of name was completed prior to 1974 a stamp was placed on the birth certificate noting the amendment

If a change of name was completed from 1974 onwards, the person is asked whether they want the details of the change to appear on their birth certificate. It is not mandatory. No codes are used, the details are written in normal text.

15

Question: I have checked the guidelines for POI but I still cannot establish the customer’s identity. What should I do?

Answer: Check with your Identity Subject Matter Expert (SME) or Zone Identity contact.

16

Question: What if a person was born in a former Australian Territory (such as Papua New Guinea)?

Answer: A person born in a former Australian territory would be issued an Australian Birth Certificate. These Birth Certificates must be coded with the state as EXT (Australian External Territories) to be accepted by the system. These documents show the country as being an Australian territory and are acceptable as POB. Papua New Guinea was an Australian territory until 1 September 1975.

17

Question: How is a birth extract coded as POI if there is no issue date or registration number on the certificate?

Answer: Use the application number or certificate number as the registration number, and the date of birth as the issue date.

Item

Points/Description

1

70 points or Commencement of Identity (COI) - Proof of Birth/Proof of Arrival

POI documents - A

• Australian Birth Certificate (BC)
• Australian Citizenship Certificate (AC)
• Australian Passport - Valid (AP)
• Australian Visa (VI)

POI documents - C

• Certificate of Evidence of Resident Status (Department of Home Affairs) (CE)
• Certificate of Identity (CI)

POI documents - D, Document of Identity (Department of Foreign Affairs and Trade (DFAT)) (DI)

POI documents - I, ImmiCard (IM)

2

70 points

POI documents - D, Defence Discharge Papers (DD)

POI documents - S

• Shooter or Firearm Licence (SL)
• Security Licence (SP)

3

40 points

POI documents - A

• Australian Defence Force (ADF) Identity Card (DF)
• Australian Divorce Papers (DV)
• Australian Driver Licence - Motor Vehicle (DL)
• Australian Marriage Certificate (MC)
• Australia State and Territory Government issued Proof of age card (PA)

POI documents - B

• Bank Account Card (BA)
• Bank Statement or Passbook (BS)
• Birth Certificate (Child's) (CC)

POI documents - E, Educational Certificates (EC)

POI documents - M, Mortgage Papers (MP)

POI documents - N, Name Change (NC)

POI documents - O, Overseas Passport - Current (OP)

POI documents - R, Registration Certificate from a Professional Board (RC)

POI documents - T, Trade Certificates (TC)

POI documents - V, Veterans' Affairs Gold Card (VA)

4

20 points

POI documents - C, Child's Record (FA)

POI documents - E, Educational Reports or References (EF)

POI documents - I, Insurance Renewal (IR)

POI documents - L, Lease or Tenancy Agreement (LA)

POI documents - M

• Medicare Card (MD)
• Motor Vehicle Registration (MR)

POI documents - O

• Other Overseas Documents (OD)
• Other Licences (OL)

POI documents - P, PAYG Payment Summary (Group Certificate) (GC)

POI documents - R

• Rates Notice (RN)
• Reference from Aboriginal and Torres Strait Islander/Indigenous Organisation (AO)

POI documents - S, Student Identification Card (EI)

POI documents - U, Utility Account (UA)

5

10 points

POI documents - E, Electoral Enrolment (EA)

POI documents - F, Financial Papers (FP)

POI documents - H, Health Insurance Card (HC)

POI documents - M, Motoring Association Card Membership (MA)

POI documents - T, Taxation Assessment Notice (TX)

POI documents - W, Work Reference (WR)