Verifying your information | ACMA

Verifying your information

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Before your new prepaid mobile service can be activated for use, your identity must be verified.

Verifying at the time of sale

How the mobile provider—or their authorised party—verifies your information will depend on how you pay for your new prepaid mobile service.

Paying by credit or debit card

  • If you have fewer than five prepaid mobile services activated, you will not be asked for additional identity documents.
  • If you have five or more activated prepaid services, you will need to show additional documents—two Category A documents (each of a different kind) or one Category A and two Category B documents (each of a different kind). These documents must be current and are described in Schedule 2 of the Determination.

Paying by another method—for example, cash

  • You will need to show evidence of identity documents—one Category A document or two Category B documents (each of a different kind). These documents must be current and are described in Schedule 2 of the Determination.
  • If you have five or more services activated as a result of the current purchase, you will need to show additional documents—two Category A documents (each of a different kind) or one Category A and two Category B documents (each of a different kind). These documents must be current and are described in Schedule 2 of the Determination

Verifying at the time of activation

There are a range of approved identity verification methods available to mobile providers, and they can choose to implement one or more of them. You can choose the mobile provider that suits you according to the methods they offer.

Approved method Information to be verified by mobile provider

Verifying the details of government-issued documents using government online verification services. This method may require a significant
lead-time before it is made available to you because of the IT, security and other requirements needed to access government online verification services.

Your name and unique details of a government-issued identity document—e.g. driver licence, Medicare card, passport 

Confirming the existence of a post-paid account with the same provider

Account number or phone number of an existing post-paid account with the same mobile provider—e.g., landline, internet or subscription television account

Confirming the existence of an eligible prepaid account with the same provider  Account number or phone number of an existing prepaid account with the same mobile provider

Confirming the existence of a trusted (‘white’) e-mail service

An e-mail address ending in ‘.edu.au’ or ‘.gov.au’

Confirming the existence of a financial account

An active Australian bank account

Delivery by secure courier or registered mail service to customer address

Residential address of customer matches address obtained, and identification of person accepting the delivery is sighted

Sighting identification at the service provider shop front at the time the service is activated  Your name and unique details of document or documents shown at shop front

Protecting your privacy

It’s important to know that mobile providers are prohibited from recording or copying the identifying number of a government document or credit/debit card numbers used in the verification process.

However, if you provide consent, providers can record credit and debit card numbers for future service payments (such as for recharge purposes). Mobile providers can only use the information on government and other documents during the verification process.

Last updated: 21 December 2014