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Visual comparison of a customer who wears a facial covering and their photo identification 106-18031300

This document outlines the policy on conducting a visual comparison of a customer who wears a facial covering against the photographs on their identity documents.

How to conduct a visual comparison

Table 1

Step	Action
1	Customer is required to produce photo identification for Identity Confirmation + Read more ... Advise the customer that the photo identification will assist in linking them to their identity and that Identity Confirmation is required when applying for most payments and services or when collecting an urgent payment at a service centre. Advise the customer on what is acceptable photo identification. For more details, see Identity documents A to Z. Is the customer able to provide photo identification? Yes, go to Step 2 No, see Identity Confirmation, procedure ends here
2	Photo identification provided + Read more ... Can a positive visual comparison between the customer and their photo identification be made? Yes, continue with Identity Confirmation or Authentication requirements for an immediate payment. Procedure ends here No, because the customer: is wearing head attire that is covering their face, go to Step 3 does not look like the person in the photo identification. Follow process to report a suspected fraud. Procedure ends here
3	Customer wearing face covering headwear + Read more ... Explain the reason why a visual comparison is required. Consider health, safety, cultural and religious reasons for the customer and discuss options with the customer. Options could include: removal of face covering in front of a staff member of the same gender removal of the face covering in a private area, away from the general public organise another time when the customer can attend with a support person Is the customer willing to remove face covering? Yes, continue with Identity Confirmation or Authentication requirements for an immediate payment. Procedure ends here No, go to Step 4
4	Unable to continue with a manual-visual comparison of a person’s face against a photograph + Read more ... Advise the customer that their claim for payment or services will not be able to be progressed at this stage. For complex cases requiring specialist multicultural advice, consider a referral to the Multicultural Service Officer (MSO).
5	Contacting a MSO + Read more ... Locate the local MSO on Office Locator by: Searching service centre in the 'Orgs' tab Navigate to the notes tab Scroll to specialists, the MSO's name and contact number will be listed