We may confirm your identity by video chat

11 November 2020

We’ve started a video chat trial to link some customers to their identity documents.

Normally you’d have to visit a service centre to complete our identity requirements. This includes checking you are the person in one of your photo identity documents. We’re trialling the use of video chat to complete this checking step.

We’re only including people who have already got a payment and uploaded identity documents.

If you’re part of the trial, we’ll contact you in 1 of these ways:

  • we may send you a secure message in your myGov inbox
  • we may phone you to ask if you’d like to take part.

It’s completely voluntary.

If you chose to take part, you’ll book a video chat appointment at an agreed time and date.

Once you’ve done this, you’ll get a secure message to your myGov inbox. The message will include a link to the video chat. We’ll include instructions on how to prepare for the appointment.

Only join the video chat from the secure message in your myGov inbox. You can use your own smart phone, tablet, computer or laptop with a camera.

If you use a smart phone or tablet, you’ll need the Microsoft Teams app. You don’t need to sign up for a Microsoft Teams account. If you use a desktop computer you can use your web browser or the Microsoft Teams app.

In the video chat, we’ll ask you to hold up the photo identity document you used to claim a payment. This is so we can check you’re the person in the document.

If you don’t agree to the video chat, you’ll need to bring us your documents to check in person. You can take them to a service centre, Agent or Access Point.

You’ll know our video chat is legitimate. We’ll only send the link to the video chat through your secure myGov inbox. You should only join the video chat from the link within that message.

Page last updated: 17 November 2020