Why doesn't Frontline Staff role have access to ID documents in completed verifications?
By design under AUSTRAC's role-segregation expectations: viewing completed ID documents and biometric data is reserved for CDD User and above, while Frontline Staff sees status and outcome only.
In line with AUSTRAC's role-segregation expectations and the platform's risk-based permission model both reserve sight of completed verification documents (ID images, biometric data, full PEP/sanctions detail) to CDD User and above. Frontline Staff can initiate KYC requests, see completion status, and view the high-level outcome (pass/fail/review needed), but the underlying ID document images themselves are restricted.
The reasoning: ID documents are sensitive personal information, AUSTRAC's framework expects firms to apply role-based access controls, and Frontline Staff typically don't have a need-to-know for the document images once the KYC has resolved. CDD sign-off responsibility sits with CDD User and above, so they need full access; Frontline doesn't.
How to grant Frontline access if needed: the CO can upgrade an individual Frontline user to CDD via Account Settings → edit user → change role type. The change is immediate; training requirements update automatically and the platform allocates the additional CDD modules the user will need to complete before the upgraded permissions are fully unlocked.