Verification of Identity (VOI)

How long will it take for the Client VOI to be completed?

An attempt will be made to contact the client(s) listed on your booking to organise the VOI interview within 30 minutes (during business hours) of receiving the VOI booking via our system. Once an interview has been completed, the VOI certificate for that client will be available within 30 minutes via the View My Results (intelli-Doc) link on the National Settlement Services main menu.

The total elapsed time will depend on the availability and location of your client(s).

Can I request a VOI on my international clients?

This service cannot be used to request VOIs on your international clients if they are currently located outside of Australia. Contact us if you need further information on how to perform these types of VOIs.

However, we are able to conduct VOIs on your international clients if they are currently located within Australia. The documentation requirements will be different to those associated with a regular VOI in this case.

Can I use the Client VOI Booking service to VOI myself for PEXA Registration?

The Client VOI Booking service is only to be used to perform VOI’s of your clients.

To register with PEXA, you are required, amongst other things, to verify the identity of the authorised signatory(s) on the PEXA Participation Agreement. These signatory VOIs cannot be booked via the Client VOI Booking service. Please contact us on 1800 773 773 or at confirm@citec.com.au if you require assistance with the PEXA registration process, including obtaining the appropriate VOI’s.

My client lives in a remote location – how will the VOI work?

Yes. In addition to the “over the counter” service provided by our partner at their offices, a “come to you” service is also available. Our partner can organise to meet your client at a mutually agreed location, anywhere in Australia.

As described above, the total time of the VOI process will depend on the availability of the client and their location.

The “Come to you” service attracts a flat fee for up to three clients at the one location. Additional clients at that location are charged the “over the counter” fee.

When will the Client VOI service be billed to my account?

Client VOIs are charged once the VOI has been completed and uploaded, ready for viewing via the View My Results (intelli-Doc) link on our National Settlement Services main menu.

“Over the Counter” VOIs are charged per client.

The “Come to you” service attracts a flat fee for up to three clients at the one location. Additional clients at that location are charged the “over the counter” fee.

Although not a requirement, we recommend that all clients in the one booking are related to the same matter. This matter reference can then be entered in the Your Reference field, thereby allowing you to more easily track and manage your records.

Can’t find what you’re looking for?

Our Customer Service Centre is here to help you between 8:00 am – 5:00 pm, Monday to Friday.

Phone 1800 773 773
Email confirm@citec.com.au