Making ID checks part of a smoother client onboarding

A few more questions at the start

A vendor asks why you need identification when you already know them. A purchaser wonders why you’re asking about their ownership structure. These are conversations agents now need to handle clearly, without making routine checks feel confusing or personal.

From 1 July 2026, Australia’s anti-money-laundering and counter-terrorism-financing laws expanded to cover real estate agents providing regulated services. The checks are part of that wider change. They help establish who is involved in a transaction and reduce opportunities for property to be used to move criminal money.

For your agency, the practical priorities are clear instructions, an agreed collection process and staff who know when to ask your compliance lead for help. A friendly explanation supports the process; it does not replace the checks required under your agency’s AML/CTF program.

AUSTRAC: the expansion from 1 July 2026

Explain what information you need and when

AUSTRAC’s consumer guidance says identification may include a person’s full name, residential address and date of birth. Sellers also need to establish that they own the property. Buyers may be asked how they are paying, whether a trust or other legal arrangement is involved, and whether they are a politically exposed person.

Explain the information and timing that apply to the transaction. Give the vendor or purchaser a clear document list, a deadline and a contact person. Keep casual open-home enquiries separate from the transaction checks required under your agency’s process.

Identify company or trust involvement early so the appropriate checks can be arranged. Avoid building the file around an assumed individual purchaser and having to untangle it later. If the structure or documents are unfamiliar, involve your compliance lead rather than improvising.

AUSTRAC: information needed for a property transaction

Make the collection process easy to follow

Tell clients who will receive their documents, which channel to use and how to verify a request with your office. A short explanation in your onboarding material can save repeated calls and help people feel comfortable checking that a request is legitimate.

Use your agency’s approved verification process. Keep identity documents out of general property enquiry forms, broad email chains and marketing briefs. If someone cannot provide the requested identification, escalate the question through your agency’s process so acceptable alternatives can be considered.

A simple client explanation might be: “We need to complete the identity checks for this transaction. Here’s what we need, why we need it and how you can provide it.” Give staff wording they can use naturally, along with a clear path for questions they cannot answer.

Prepare your team for follow-up questions

AUSTRAC explains that the amount of information depends on the service and circumstances. Higher-risk situations can require further information, including evidence about the source of funds or wealth. Explain additional requests neutrally and follow your agency’s procedures for handling concerns.

Make responsibility clear when agents, conveyancers and other professionals are involved. Do not assume another professional’s involvement automatically completes your agency’s obligations. Record the status of your own process and have unresolved requirements reviewed by the appropriate person.

AUSTRAC: why you might be asked for ID

Keep private paperwork out of the photo shoot

Add a privacy reminder to your vendor’s pre-shoot checklist: put identity documents, bank statements and personal letters away before Scandipik arrives for photography or a virtual tour. Ask them to check desks, fridge doors and kitchen benches as well as the obvious paperwork pile.

Send your marketing team the access instructions and approved property brief. Keep identity-verification material within the agency process that needs it. This gives your media team useful instructions without passing on unnecessary personal information.

• Give vendors and purchasers clear instructions and deadlines.
• Use your agency’s approved channel for sensitive information.
• Identify company or trust involvement early.
• Include a paperwork privacy check in the vendor’s shoot preparation.