In a world where digital signatures, remote settlements, and online mortgages are the norm, verifying who’s really behind the screen has never been more important. For Australian brokers, conveyancers, and financial professionals, verification of identity (VOI) isn’t just a box to tick, it’s a critical step in safeguarding transactions, avoiding fraud, and maintaining regulatory compliance.
As 2025 unfolds, we’re seeing tighter scrutiny and evolving expectations around VOI processes. Whether you’re a mortgage broker handling loan documents or a real estate agent preparing contracts, understanding the verification of identity standard is no longer optional, it’s essential.
What Is Verification of Identity (VOI)?
Put simply, verification of identity is the process of ensuring that a person is who they claim to be. In Australia, this process is governed by a national framework, primarily through the Australian Registrars’ National Electronic Conveyancing Council (ARNECC). For brokers, VOI is most relevant in property transactions, loan applications, and legal document executions.
The core goal? To prevent fraudulent dealings, identity theft, and misrepresentation in legal or financial transactions.
Who Needs to Comply With VOI Requirements?
VOI obligations don’t just apply to buyers or borrowers. Professionals involved in property or loan transactions also have a duty to carry out or obtain evidence of VOI. This includes:
- Mortgage brokers
- Conveyancers and solicitors
- Real estate agents
- Lenders and aggregators
- Guarantors, sellers, and even corporate representatives involved in the transaction
Understanding and meeting the VOI requirements isn’t just about checking a document or ticking a form, it’s about having a reliable, auditable process that proves due diligence.
Accepted Verification of Identity Documents in 2025
The acceptable verification of identity documents in 2025 remains largely consistent with previous years but may include digitised options as more states embrace tech innovation. Typically, one of the following combinations is used:
Category 1: Passport + Australian Driver’s Licence
- A current Australian passport or foreign passport
- A current Australian driver’s licence or Photo Card
Category 2: Passport + Birth Certificate + Medicare Card
- Passport (expired within last 2 years is still valid for VOI)
- Birth certificate or citizenship certificate
- Medicare or Centrelink card
Additional documents may be required for non-individuals, such as company representatives, trusts, or attorneys acting under a power of attorney.
It’s essential to ensure that documents are original (not scanned or photocopied) and that the person being verified is physically present, or verified through an approved digital method.
According to the Australian Bureau of Statistics (ABS), approximately 255,100 Australians (1.2%) experienced identity theft in the 2023–24 period, a noticeable rise from the previous year. Additionally, over 433,000 individuals (2.0%) were impersonated online.
These figures underscore the growing need for secure and compliant verification of identity practices, particularly in high-value transactions like property purchases and loan applications.
VOI in a Digital Age: In-Person vs. Online Options
The traditional in-person model of VOI is still widely used, but with the rise of remote working and digital property transactions, the shift to online options has accelerated.
VOI Australia Post Services
Many brokers continue to rely on VOI Australia Post, where clients can verify their identity at participating post offices. It’s cost-effective, straightforward, and compliant with national VOI standards.
Digital VOI Platforms
Approved platforms such as IDyou, MSA National, or InfoTrack enable remote identity checks via real-time video verification and AI-based document checks. These are especially helpful when clients are interstate or overseas.
Whether you choose in-person or digital methods, the key is ensuring the process aligns with the verification of identity standard.
Broker-Specific VOI Obligations
Mortgage brokers often play a vital role in facilitating VOI, even if they’re not legally required to conduct the process themselves. Here’s what brokers need to keep in mind:
- Ensure the lender’s VOI requirements are met before submission
- Maintain a copy of VOI confirmation in the client file
- Re-verify identity if there are significant changes in client details
- Inform clients early in the process about what documents they’ll need
Even if you’re not the one carrying out the VOI, you’re still responsible for ensuring it has been done correctly and in line with lender and aggregator policies. A recent report by Broker News revealed that 26% of brokers have been directly impacted by scams in the past 12 months.
This highlights just how vulnerable the profession has become to identity fraud and impersonation. It also reinforces the importance of adopting strong VOI requirements, using secure platforms like VOI Australia Post, and following the latest verification of identity standards to mitigate risk.
Outsourcing VOI: A Smart Move for Busy Brokers
Managing document collection, scheduling VOI appointments, and storing sensitive data can quickly become a burden, especially for brokers juggling multiple applications. That’s where outsourcing can help.
Partnering with outsourced financial services providers or document verification specialists allows you to:
- Offload time-consuming admin
- Ensure compliance with national VOI standards
- Avoid errors and missing documentation
- Focus more on client interaction and deal progression
The use of outsourced VOI solutions is becoming increasingly common, particularly among growth-focused brokerages looking to stay lean and agile.
Common Pitfalls to Avoid in VOI
Even seasoned professionals can slip up. Here are some of the most frequent mistakes brokers make:
- Using expired documents without checking their VOI validity
- Assuming one verification covers all parties (e.g. borrower + guarantor)
- Failing to verify identity before signing key documents
- Using unapproved VOI tools or platforms
- Forgetting to securely store VOI records
In a post-royal commission environment, non-compliance, even if accidental, can expose you to serious risk.
Compliance, Privacy & Recordkeeping
Under the Privacy Act 1988, brokers must ensure that VOI data is stored securely and not misused. It should only be used for the purpose it was collected (e.g., verifying identity for a mortgage or contract).
VOI records should be stored:
- Securely, with limited access
- For the period required by law or industry body (usually seven years)
- In a format that can be audited or produced upon request
If using a third-party platform or outsourced service, ensure their privacy and compliance policies align with your obligations.
How Aggregators and Lenders Are Responding in 2025
Aggregators and lenders have tightened their VOI policies this year, with many updating their submission requirements to include:
- Mandatory VOI checklists
- Evidence of document combinations
- Use of specific approved VOI platforms
- Random audits of broker VOI processes
This means brokers can’t afford to treat VOI as an afterthought. It’s a core compliance responsibility, just like NCCP obligations or IDR procedures.
Final Thoughts: VOI as a Professional Standard
In 2025, verification of identity isn’t just a legal requirement, it’s a reflection of professionalism and client care. By ensuring you meet VOI requirements, keep up with tech-driven changes, and consider outsourcing where it makes sense, you’re not just protecting your business, you’re elevating it.
Whether you’re new to the industry or a seasoned broker, having a solid VOI process is key to avoiding delays, meeting lender expectations, and building lasting trust with clients.
Need a VOI Health Check?
If you’re spending too much time chasing documents, booking appointments, or stressing over compliance, it might be time to rethink your VOI approach. Consider exploring outsourced financial services that take the hassle off your plate, while keeping everything above board.
Frequently Asked Questions (FAQs)
1. What is verification of identity (VOI) and why is it important for brokers?
Verification of identity (VOI) is the process of confirming a person’s identity using official documents. For brokers, it helps prevent fraud, verify client legitimacy, and ensures compliance with lender, aggregator, and legal obligations in every transaction.
2. What are the VOI requirements in Australia for 2025?
The VOI requirements in 2025 include verifying identity through original documents, either in person or via accredited digital platforms. The process must follow the national verification of identity standard and include secure recordkeeping for compliance.
3. Can brokers use VOI services through Australia Post?
Yes. VOI Australia Post is a trusted, compliant service where clients verify their identity at designated post offices. It’s a practical option for brokers to meet VOI obligations without handling documents directly or managing in-person appointments.
4. What documents are accepted for verification of identity?
Accepted verification of identity documents include a valid passport, Australian driver’s licence, and Medicare or Centrelink card. In some cases, birth or citizenship certificates and additional documents are required depending on the client’s role.
5. Is digital VOI acceptable in 2025?
Yes, digital VOI is widely accepted when done via accredited providers that meet the verification of identity standard. These platforms use secure video verification, facial recognition, and document scanning to verify clients from anywhere in real time.
6. Do brokers need to keep a record of the VOI process?
Definitely. Brokers must securely store VOI records, whether completed directly or through VOI Australia Post or a digital platform, for at least seven years. Keeping accurate and auditable records is essential to remain compliant with laws and audits.
