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 client's identification.

We will continue to work with lenders to keep this page updated to help you meet your requirements, so stay tuned.

AMP

VoI- Changes to our verification procedures

On Monday, 27 April 2020, We released access to NextGen.net’s Documentation Verification Service (DVS) to assist in the identification of our mutual clients during their loan applications.

In addition to AMP’s current VOI procedures, we have introduced an additional measure to allow brokers to now verify their clients' ID through video conferencing technology such as ZOOM, Skype, FaceTime and WhatsApp.

With the update to VOI procedures section, 13 of the Home Loan Application Form has been updated and must be ticked in order for the online VOI to be completed. This is currently a temporary measure and will be reviewed in September.

We remind you of the importance of your client providing their specific consent and therefore completing the revised section 13 on the Loan application form. Refer to the image below:

You may not be able to source this in the online application form with Applyonline. If this occurs please access the manual application form available in Distributor Centre at www.amp.com.au/distributor/forms and ensure that this is used to complete the application. We are working quickly to resolve this.
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For more information refer to our previous newsletter, read our FAQs, read our guide or speak to your Business Development Manager

ELECTRONIC AND DIGITAL SIGNATURES

For a deal to be eligible for e-sign it has to be an individual borrower structure, submitted through App Centre/AOL and loaded by AMP's Operations team using App Centre. The applicants must be opted into E-communications and we must be provided with a valid and unique:

There are also restrictions based on states laws/regulations surrounding e-sign, that may override.

ANZ

ANZ eVerify - DIGITAL CONVENIENCE FOR YOUR CUSTOMERS

Effective 25th May 2020, we are introducing ANZ eVerify.

ANZ has introduced a new customer-focused digital ID process, ANZ eVerify.

ANZ eVerify is focused on a digital ID process for our home loan customers satisfying Know Your Customer (KYC) and Verification of Identity (VOI) requirements electronically. This will significantly reduce the need for most customers to attend an ANZ branch.

ANZ eVerify is targeting new and existing Home Loan customers to ensure we meet our VOI obligations which require us to confirm a customer’s identity every 2 years.

If your customer is unable to or would prefer not to verify their identity electronically they can still visit an ANZ branch.

Note: All Complex/Non-Individual KYC requirements must continue to be completed in an ANZ branch.

As this is all new, there is a dedicated support team to assist you and your customers' with the new ANZ eVerify process.

The support team can be contacted via email on [email protected] for the following general enquiries:

For urgent escalations email [email protected] (i.e. if settlement is due and the customer has not yet completed ANZ eVerify).

What you need to do

More information:

We are able to offer temporary alternatives to our usual face-to-face home loan processes.

These changes are to assist customers and/or brokers who are self-isolating due to COVID-19, however, where both broker and customer are comfortable to meet face to face, brokers should continue to do so where appropriate and follow existing processes.

These temporary processes will be in place until otherwise advised:

Digital Interviews and Verification of Identity

Effective immediately, an interview in relation to a home loan application can be completed using digital technology i.e. Skype, MyMeeting, Facetime, without seeking your BDM approval:

Note: Brokers must remember to record whether the interview was conducted remotely or face-to-face in the Broker Interview Guide.

Opening transaction accounts (including Offset)

Effective immediately, an alternative option for sending customers to a branch for opening a deposit/transaction account in a single name is available.

ELECTRONIC AND DIGITAL SIGNATURES

Effective immediately, the following option is available for the signing of home loan application documents:

Notes:

Auswide

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. DigiSign) 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.

BankWest

New to bank customers- AML/CTF (KYC)

All customers- Identity Verification and Privacy Consent (IVPC)

Customers unable to access hard copies

Bluestone

Remote VOI

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.

The run-down:

Take a look at this short video illustrating exactly how the process works.

If you don’t have the IDyou app downloaded on your smartphone, you can download it on the App Store, or via Google Play.

If you’re having trouble:

Bank of Queensland

Temporary COVID-19 identification exceptions

When you are interviewing a customer remotely and that customer is unable to visit an approved certifier, due to being in self-isolation or other reason related to COVID-19, BOQ will waive the requirement for certification of identification documents where the following process is adhered to:

Confirm with the customer that they are unable to provide their identity documents face-to-face due to COVID-19 limitations.

This is a temporary process only to assist you in navigating the challenges presented by the current environment.

For further information or if you have any questions, please contact your BDM.

CBA:

Same policy and guidelines still apply to all brokers. No change to policy

Policy as per below:

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.

ELECTRONIC AND DIGITAL SIGNATURES

Currently CBA do not accept e-signatures and digital signatures for any of the Home Loan Onboarding Forms, contracts or other documents. They are only accepting e-signatures and digital signatures on Contracts of Sale and Building Contracts at this point in time.

Citibank

Effective immediately Citi has updated its Verification of Identity policy (VOI) to allow a broker who cannot meet with a client(s) in person to utilize virtual /digital platforms to interview the client and complete VOI until further notice.

The process below is to be followed in this instance:-

If there are any doubts raised about the identity of the client(s) either via the broker or as a result of Citi’s internal processes, further investigations will be required.

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.

Advantedge

Face to face and remote identification methods

Key Point:

As states ease restrictions for public gatherings it’s likely that aggregators will ease strict social distancing measures, so we will resume accepting customer identity verification for Know Your Customer (KYC) and Verification of Identity (VOI) requirements via:

Any other way to check a customer’s identification won’t be accepted including using our 100-point ID form.

Interviews
Where States allow face-to-face meetings, and as a result your aggregator allows face-to-face meetings, provided it is safe to do so, you can continue to perform interviews face-to face-with your customers.

We also allow video conferencing interviews to conduct the loan application interview.
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​Video Conference Interviews and Remote ID verification
If you are not meeting a customer face to face and interviewing your customer via video conference and utilising IDYou Remote, you will need to:

“I held a (describe the video method used. e.g. Zoom, facetime etc.) interview on (insert date) and during this interview, the customer displayed their (insert ID sighted).”

Advantedge requires a minimum of one photographic ID document, but preferably two.
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​Remain vigilant to loan application fraud
You’re reminded to remain vigilant during this pandemic period and be aware of the heightened potential for loan application fraud.

If you suspect any potentially fraudulent or suspicious activity, please raise this with your BDM immediately.

For further information on using the IDyou or ZipID apps and video interviews, visit http://theadvantedgeedge.com.au/

Document Verification Service update

Key Point:

We recently introduced DVS in ApplyOnline help improve application turnaround times by validating ID document information upfront and ensuring that the identification information entered is correct.

These are the latest updates:

Regardless of the DVS outcome, the 100 Point ID Check form will no longer be required and will be removed from both short and long application forms. This includes where an ID document used is not in scope for DVS. Note: IDyou, ZipID or Australia Post form must be used to ID a customer.

In the Applicants tab, you will see a dropdown menu where you will need to select from the options: Australia Post, IDYou, and ZipID.

Ensure that the information you enter into DVS is from the documents you’ve captured in the IDyou or ZipID apps.

The ID documents you use for the loan application must not be expired at the date of the application. This includes:

If you submit an expired document, you’ll see an on-screen error message stating that the document chosen cannot be used as it has expired.

The only exception to this is for an Australian Passport, which must be no older than two years after its expiry, at the date of application.

You will see a new mandatory declaration in the Compliance tab before being able to submit an application. If you choose Australia Post as a verification method, this declaration does not apply. In the absence of a declaration, you may be contacted to provide a declaration by email.

If any one of the documents fail DVS (this may happen for a number of reasons), an additional broker declaration will appear under the Compliance tab. You must agree to this declaration before being able to submit the application.

If you have further questions, please contact your BDM.

CHL- Solutions

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.

FIRSTMAC

Face-to-face Broker Meetings

Firstmac does not require the broker to conduct a face-to-face interview with a client prior to lodging an application or to view client identification documents. However, our mortgage document pack which includes a VOI form requires original signatures. The VOI form must be completed by a prescribed person listed on the form and the mortgage documents will still need to be witnessed. This process is currently being reviewed with the Titles Offices in each state and we will provide you with an update
when available.

Heritage Bank

If you are unable to complete a face-to-face verification, please follow these steps:

Please advise your clients that a Heritage team member will send them an email and phone them to finalise completion of the VOI.

Procedures have not changed where you are still able to complete a face-to-face verification. VOI is to be completed at time of interview and certified identification documents are to be forwarded with the loan application via NextGen ApplyOnline.

If you have any questions about the digital VOI process, please contact your Heritage BDM.

ING

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:

- 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

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 3.1.1.3). 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.

ELECTRONIC AND DIGITAL SIGNATURES

Effective immediately, applications submitted via AppyOnline can be accepted with electronic signatures using an electronic signature platform (e.g. DigiSign). This will apply to lending for new home loan customers and existing ING home loan customers.

The forms to which the above will apply to include:

The addition of electronic signatures has been introduced to further simplify the application experience, complementing recent announcements which allow brokers to verify the identity of home loan applicants via digital video technology.

Should you have any queries regarding the above or for any other matters, contact your ING representative or call the Sales Support Unit on 1300 656 226, Monday to Friday 8:30 am - 6:00 pm (AEST).

Keystart:

Verification of Identity (VOI) guidelines

Landgate has 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:

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.

Verification of customer email address and mobile phone details

As previously advised, Keystart now require unique mandatory mobile phone and email (MME) details for each applicant in order to facilitate electronic communications and provide the customer with access to Keystart’s Application Tracker.

Once you have submitted an application via the Keystart Broker Portal, an automated email will be sent to the customer. This email will request the customer(s) to verify their email address and mobile number via a two factor authentication process.

If your customer advises they have not received the verification email, please check the new Application Tracker tab in the Broker Portal and ensure their email and mobile details are unique and correctly loaded. You can then resend an invite if required.

Reminder emails will be sent to both yourself and your customers every 24 hours if customers have not verified their details and registered for Keystart’s Application Tracker. Please ensure you follow up these email reminders with your customer otherwise the application will be blocked and not be placed in the assessment queue.

When are the changes effective from?

The above changes have been in the portal for quite some time, however, the application turnaround start date will now only start once your customers have verified their details so it is important that they do this as soon as possible. This change has become effective today.

What do you need to do?

Please ensure your customers are aware of these new MME details so that they verify their details as soon as possible following receipt of the automated email from Keystart.

If you have any questions with regards to any of these changes, please contact Leigh Karangaroa, Broker Relationship Manager on 0419 904 573 or [email protected] or our Broker Support Team on 1300 366 055.

We thank you for your ongoing support and look forward to our continuing role in assisting more Western Australian’s into affordable home ownership.

Macquarie:

We’re introducing an update to our Verification of Identity (VOI) process to help you with client identification during the coronavirus (COVID-19) situation.
If you’re unable to meet with a client in person, you will now be able to conduct the VOI process via video technology (such as Skype, FaceTime, or Zoom).
​Please note this is a temporary measure during the COVID-19 period and we’ll advise you of any further changes to this process.

What you need to do

We’ve outlined the steps to follow to verify your client’s identity via video call.

ME

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:

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.

Mystate

Verifying customer identity

Mystate continue to support remote VOI through the use of ID you and DigiSign 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.

NAB

Know Your Customer, Verification of Identity and Interview requirements during COVID-19
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To accommodate the current Government-mandated restrictions around social distancing and COVID-19, we’ve made some changes to the way you need to meet NAB’s Know Your Customer (KYC) and Verification of Identity (VOI) requirements. Verification of Identity (VOI) is an Australian Registrars’ National Electronic Conveyancing Council (ARNECC) requirement to ensure that a person is who they claim to be.
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To make it easier and safer for you and your customers, until further advised, you must now use the IDyou app to sight, collect and verify identity documents remotely for all applications submitted from this Thursday 23 April 2020.
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In addition to using IDyou, it is a compulsory NAB requirement that you also interview your customer via video so you can sight them with their original documentation.
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This is a temporary measure we’re implementing and one which meets the requirements of ARNECC, the Australian Transaction Reports and Analysis Centre (AUSTRAC) and NAB’s Anti-money Laundering Program.
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Please note that this process is only applicable for consumer lending customers, not business lending. Business lending will have its own specific requirements.
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​Video interview requirements
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You must schedule a video call between yourself and each individual customer to conduct your loan application interview, and to sight your customer with their original identity documentation. NAB requires a minimum of one photographic ID document, but preferably two.
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You’ll need to review this ID document information in the video call and compare it to what your customer photographs and sends to you via the IDyou app.
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To keep a record of the video interview process undertaken, you must provide notes in the summary tab in ApplyOnline. An example of what you might write is as follows:
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​I held a (describe the video method used e.g. Zoom, FaceTime etc.) interview on (insert date) and during this interview, the customer displayed their (insert ID sighted).
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​Important: We may call upon this information at a later date if it’s not provided in your summary notes.
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​Completing KYC & VOI using the IDyou app
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IDyou, developed and powered by MSA National, allows you to collect identification documents and perform VOI via the IDyou app using the remote feature.
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​Getting started with IDyou and IDyou video meeting steps

During the IDyou video meeting
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Guide your customer through the IDyou identification capture process by following these steps:

Note: The app lists additional documents that can be used where a passport is not held by the customer. We will only accept the additional non-photograph documents listed in the app.

6. They’ll then be required to provide a declaration and sign a third-party privacy consent via the app before you receive a completion email.

For the next steps, you must both be active in the IDyou app, with location services turned on:

Please note: If you have any applications still in draft which will be submitted post-Thursday 23 April 2020, you’ll need to follow this process and provide a completed IDyou remote report along with your submission.
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​Using the Document Verification Service in ApplyOnline
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When completing your application in ApplyOnline, you’ll still be required to use the Document Verification Service (DVS). If DVS is unsuccessful, you need to make further enquiry to satisfy the discrepancy. This may mean asking further questions or obtaining additional documents. The requirement to include the Customer Identity Check (CIC) form remains. There is no change to this process with the expansion of the IDyou remote function.
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​Completing declarations during this time
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While the Broker Declaration, CIC form and system declarations make reference to sighting originals, we can confirm that by following the IDyou process outlined above, you’ll be complying with this requirement.
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​Loan application fraud – remaining vigilant
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You're reminded to remain vigilant during this pandemic period and be aware of the heightened potential for loan application fraud. Should you suspect any potentially fraudulent or suspicious activity you should raise this with your BDM immediately.
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​Further support
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For more information, please refer to these detailed user guides:

If you have any questions, take a look at these FAQs or get in touch with your BDM.

Pepper Money

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;

P&N Bank

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

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
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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

Set-up access in two easy steps
MSA National will set you up with an account and email you the details.

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.

Suncorp

In the context of government advice and regulations as a direct result of COVID-19, Suncorp is making the following process changes, effective Wednesday 8 April until further notice.

There are three main points to take away from this update:

Brokers can take the following steps:

The linked forms are available on Business Partners Online

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.

Virgin

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.

Customer requirements

Broker requirements

1. Once certified ID is received, the broker will complete an identification session with the customers using video - conferencing

During the video conference:

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:

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.

Westpac

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.
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From Wednesday 18 March 2020, brokers can conduct customer appointments virtually, using technology such as phone, video or teleconference. This is a permanent change.
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​What does this mean for a broker?
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Where a broker is not able to meet the customer in-person, the customer appointment can be held virtually.
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The mandatory process for virtual appointments is as follows:

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:

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.

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.

We will have links to:

Please note: Training packs will be available in the secure portals for Westpac tomorrow and for RRB in 7 business days.