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

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This procedure only applies to Centrelink International Services and some ABSTUDY claims. For Centrelink payments and services use the Identity Confirmation Dashboard in Process Direct, see Identity Confirmation.

This document outlines how to correctly assess and code legacy POI documents provided. This includes descriptors of names, address, etc. Verifying POI is important in assessing a customer's eligibility to a payment and service aligned to the Legacy POI tiered model. This document is used for claims lodged from overseas, see Identity documents A to Z for all other payments and services.

Legacy POI tier levels

From 2015 Payments and Services do not require the legacy tier model, see Identity Confirmation

Prior to the current 2015 Identity confirmation model, the POI tier levels were Zero, Tier One, Tier Two and Tier Three, see Coding the legacy Proof of Identity (POI) screen.

Claims lodged from overseas require Legacy POI Tier 3 coding on the Legacy POI screen.

Identity documents

Identity documents must be original and unaltered. Identity documents can be accepted by post to Services Australia only if the customer lodges the claim from overseas.

Service Officers must always assure themselves that the customer is who they say they are. If in doubt, especially in relation to name or address on the identity document provided, contact the issuing agency and verify the details. If this is not possible, the document should not be used.

Some documents require the same address in order to show the person's use of identity in the community.

Coding Legacy POI document

Document details must be entered as they appear on the document, see Coding the legacy Proof of Identity (POI) screen.

Supporting evidence must be supplied if the customer’s name at birth, maiden name or other legal name has never been coded as their previous legal name.

If the customer has changed their name, see Changing the legal name of customers or their children for more information.

Single names

If a customer indicates they are known by only 1 name, seek evidence that they are known by that name in the wider community. It would be expected that documents issued by other institutions and agencies would also show the single name. In line with the Australian Standard, record a single name in the surname field on a customer record, with the first name field left blank.

When a customer indicates their child is legally known by only 1 name, a system workaround is in place for coding a single name. So that the child's name displays on written correspondence, record the single name in both the family and first name fields on the Change Child (CCH) screen in the child record.

The Process page contains document samples and coding information.

The Resources page contains FAQs, a POI points table, and links to contact details, How to prove your identity with Centrelink on the Services Australia website and external websites.