My client can't complete a remote VOI - what are my options?
Three paths depending on why the client can't complete verification remotely.
Three paths, depending on why they can't complete it remotely.
They can attend in person → run an In Person VOI (see How do I complete an In Person (In House) VOI?) - you scan their documents on your own phone.
They already hold a valid VOI from elsewhere (Australia Post, public notary, another firm) → record the external evidence instead: externally-provided VOI evidence.
They can't complete any digital step (elderly, no phone/email, in care, biometric limitations):
- KYC is conducted on the person receiving the designated service, not their POA/EPA holder - see POA/EPA guidance.
- Biometric limitations: biometric verification limitations.
- Prefer to hand the matter over? Outsource Checks (AML on Demand): how the outsource option works.