6.3.5: Proof of identity

Context

Proof of identity checks help CSA comply with the privacy and secrecy provisions.

Explanation

CSA requires proof of identity from its customers and their authorised representatives to avoid the possibility of disclosing protected information to a person who is not entitled to receive it.

CSA's proof of identity requirements are based on the following principles.

• All personal information is equally important, protected and private.
• Identifying information that would be known to a person other than the customer is not sufficient on its own and must be accompanied by additional information.
• It is harder to identify someone on the telephone, so telephone identification procedures need to be precise.

CSA cannot require a person to provide their TFN. However, in the absence of a TFN or other information sufficient to prove a caller's identity, CSA may not be satisfied that the caller is the customer. A reference number (TFN, case number or Centrelink reference number) isn't mandatory but enables prompt identification. The proof of identity process may take longer without a reference number.

Inability to prove identity or authority

CSA does not need to establish the identity of a person before providing general information to them (e.g. information about the child support scheme, or the methods CSA uses to collect child support). However, CSA will not provide personal or protected information to a person if it cannot establish their identity.

If a person cannot provide sufficient proof of identity, CSA officer will explain that CSA has an obligation to protect the privacy of its customers and they cannot disclose or discuss any protected information to that person. As an alternative, the officer CSA may:

• in the case of a telephone call, confirm the person's identity by returning the call to the telephone number held on CSA's records or telephone book, or
• send details specific to a parent's affairs to the parent's postal address.

If CSA cannot verify that a third party is acting with a parent's authority, it may provide the required information by telephoning or writing to the customer.

CSA tries to provide a high level of service to all CSA customers, this includes protecting the privacy and security of customer information. Every effort is made to assist a person who contacts CSA. However CSA may not be able to provide the assistance sought immediately if CSA cannot be satisfied of the person's identity at that time.

Proof of identity for CSA customers

When speaking with customers (either in person or by telephone) CSA will ask for the customer's name and date of birth or reference number (TFN, case number or Centrelink reference number) in order to access that customer's details. The CSA officer will also ask some questions to verify the person's identity before providing protected or personal information about their case.

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Version 1.2

Issued 27 August 2002

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