Why have I received this email?
Your service provider needs to verify your identity. This may be because:
Legal requirement: Some service providers are required by law to verify customer identities under Australian anti-money laundering and counter-terrorism financing (AML/CTF) regulations
Security measure: Other service providers have chosen to implement identity verification as a security measure to protect you and ensure the integrity of their services
We've reviewed the information you initially provided, but we need some additional details or documents to complete the verification process.
This is a routine request and does not indicate any problem with your account.
What do I need to do?
Follow the instructions in the email you received. You'll typically need to:
Click the secure link provided in the email
Review what additional information is required
Provide the requested documents or details in the relevant section of the platform
Submit your information for review
What information might be requested?
The email you receive will clearly state what additional information is needed. Below are common examples:
Example 1: Document Quality Issues
What the email says:
"We were unable to verify your identity due to image quality issues with your Driver Licence. Please provide a clearer photo or scan of your document."
What you need to provide:
A new photo or scan of the same document where all text is clearly readable
Ensure there is no glare, blur, or shadows covering any part of the document
All four corners of the document should be visible
Example 2: Expired Document
What the email says:
"The Driver's Licence you provided has expired. Please provide a current, valid identity document."
What you need to provide:
Your renewed/current driver's licence, OR
A valid passport, OR
Another current government-issued photo ID
Example 3: Document Type Not Accepted
What the email says:
"We require a primary photographic identity document. Please provide one of the following: Driver's Licence or Passport."
What you need to provide: One of these accepted documents:
Australian or international driver's licence
Australian or international passport
Note: Documents like birth certificates or bank statements cannot be accepted as primary identity documents. Medicare cards can be accepted as supporting documents when provided together with a driver's licence or passport.
Example 4: Additional Document Required
What the email says:
"We require an additional document to verify your identity. Please provide one of the following: rates notice, utility bill, or bank statement dated within the last 3 months."
What you need to provide: A recent document (within 3 months) showing your name and residential address:
Rates notice
Electricity, gas, or water bill
Bank or credit card statement
Government correspondence
Example 5: Name Mismatch
What the email says:
"The name on your documents does not match our records. If you have changed your name, please provide supporting documentation such as a marriage certificate, change of name certificate, or deed poll."
What you need to provide: Official documentation showing your name change:
Marriage certificate
Change of name certificate
Deed poll
Divorce decree (if reverting to previous name)
Example 6: Address Verification Required
What the email says:
"We need to verify your residential address. Please provide a document dated within the last 3 months that shows your name and current address."
What you need to provide: Any one of these documents dated within the last 3 months:
Utility bill (electricity, gas, water)
Rates notice
Bank statement
Government correspondence
Tenancy agreement
How long will this take?
Submitting your information: 5-10 minutes
Verification review: Usually 10-15 minutes
You'll receive a confirmation email once your identity has been successfully verified.
Is this secure?
Yes. Your service provider uses VerifiMe, a secure identity verification platform that:
Encrypts all data transmission
Stores your information securely in compliance with Australian privacy laws
Only shares necessary information with your service provider
Meets government and industry security standards
Your personal information is protected throughout the verification process.
What if I can't provide the requested information?
If you're unable to provide the specific documents or information requested:
Contact your service provider directly using the contact details provided in the email
Explain your situation - they may be able to accept alternative forms of verification
Do not ignore the request, as your service provider may need to verify your identity before providing services
What happens if I don't respond?
Your service provider has implemented identity verification to protect you and maintain the security of their services. If they cannot complete this verification:
They may be unable to continue providing services to you
Your account or services may be suspended
They may need to cease your business relationship
For service providers required by law to verify identity: Non-compliance with verification requirements means they cannot legally provide services to you.
For service providers using verification as a security measure: They have made the decision that identity verification is essential to maintaining service quality and security standards.
To avoid any disruption to your services, please respond to this request as soon as possible.
Need help?
If you have questions or concerns about this verification request:
Contact your service provider using the details provided in the email
Check the email is legitimate by verifying the sender's email address matches your service provider's official domain
Don't share sensitive information via unsecured channels like regular email or text message
Privacy and data protection
Your service provider and VerifiMe are committed to protecting your privacy:
Your information is only used for identity verification purposes
Data is stored securely and in compliance with Australian Privacy Principles
Your information will not be sold or shared with third parties for marketing purposes
You can request access to your personal information at any time
Important: Whether required by law or implemented as a security measure, this verification process helps protect you and the community from fraud and financial crime. Thank you for your cooperation in completing this process promptly.