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

Customers are required to confirm their identity when applying for a payment or service or authenticate their identity when collecting an urgent payment from a service centre.

Identity confirmation requires a customer to attend a service centre, Agent or access point to provide photo identification to establish their identity. The Service Officer/Agent is required to compare the photo identification with the customer and confirm the linkage between the customer and their identity.

When conducting a visual comparison the following steps should be adhered to:

• The reason for the request should be explained to the person
• A person may choose not to have a visual comparison conducted, but in doing so may be denied access to services or benefits. This risk must be communicated to the person
• Health, safety, cultural and religious considerations should be taken into account before requesting someone to remove a face covering such as helmet, mask, scarf, veil, niqab, burka, balaclava or other similar items
• Only a person with the authority to establish identity should request to make a visual comparison
• The request should only be to view the face for the period of time needed, and to the extent necessary, to establish identity
• A person should not be requested to remove garments or equipment that covers the person’s hair if their face is otherwise visible
• Where operationally feasible, a face covering worn for reasons of modesty should only be removed in the presence of persons of the same gender, preferably in a place where only the identifier can view the face of the person to be identified
• Where appropriate other means of identification should be considered