Do staff need to physically meet remote customers?
No, the digital VOI flow is built for remote use; the customer captures their ID and a liveness selfie on their own device.
easyAML's digital KYC/VOI flow is built for remote completion - the customer receives an SMS or email link, captures their ID and a liveness selfie on their own device, and the verified result lands in your platform. Customer-side time is typically 1–2 minutes. AUSTRAC's CDD framework is technology-neutral and explicitly contemplates remote verification using reliable and independent electronic data sources.
For customers who genuinely can't complete the digital flow (people without smartphones, accessibility constraints, non- English language reading), use the referral pathway: a family member, carer or office staff helps complete the capture, or the customer comes into the office and completes the VOI on a staff device/tablet. The manual VOI path is also available (see "Is a manual VOI permitted for customers unable to use the digital flow?" in this section).