In order to sign up with some businesses, such as phone companies or internet providers, consumers are often required to be able to prove their identity. This can be problematic for people who do not have the typical standard identification documents such as a driver licence or a passport.

This tip sheet is intended to outline alternative methods that are accepted by telecommunications companies, specifically, Telstra, Optus and Vodafone.

Pre-paid mobile service

When getting a pre-paid mobile phone or mobile broadband service the law requires businesses to verify a customer’s identity at the time the service is activated. There are a number of different documents that can be used to verify who you are for the purpose of activating a pre-paid mobile service.

These include the following:

Category A documents

• An identification card issued in the name of the purchaser by a tertiary education institution.
• A licence or permit issued in the name of the purchaser under a Commonwealth, State or Territory law.
• A passport issued in the name of the purchaser.
• A statement issued under a Commonwealth, State or Territory law to the effect that the purchaser is entitled to receive a financial benefit.
• A birth certificate in the name or former name of the purchaser.
• Any other document that is recognised as a proof of identity under a Commonwealth, State or Territory law.
• Example: A Keypass card issued to a resident of Victoria or a proof of age card issued under a State or Territory law.
  
  

With all forms of ID, make sure that it has not expired (the expiry date should be in the future).

When activating a new pre-paid mobile service the business is required to ask how many pre-paid services the customer already has, If this new service brings the customers total pre-paid mobile services to 5 or more the business is required to ask for additional identification.

Post-paid mobile phone or internet services

When setting up a post-paid service such as a mobile phone contract or internet service, companies will generally require more information about who you are. This is in part how they are able to know that you will be responsible for paying your bill each month. This is often referred to as the ‘100 point identification check.’ These documents are usually divided into two separate categories, primary identification documents and secondary identity documents.

The most common way of gaining the required 100 points of identification is to provide one primary document and one or two secondary documents. The primary document is one with your photo on it. Typically documents such as driver licences or passports are primary documents. Secondary documents may have your photo on them however this is not a requirement of a secondary document.

Typical secondary documents include (but are not limited to):

• A valid credit or debit card in your name
• A valid University or TAFE identity card in your name
• Valid leases and utility bills
  
  

While it is easier to get a service if you have the typical photo ID it is not essential. Below are the ways you can still sign up for a post-paid service with Telstra, Optus and Vodafone. Each of these telecommunications companies has a different process.

Optus

Typically, you can pick and choose from a minimum of one primary ID. When choosing your primary ID, make sure that it has your photograph and shows your name, date of birth and signature.

If you don't have any primary ID, the Optus customer service agent can discuss your suitability using the secondary ID that you have available.

Telstra

Telstra’s typical 100 point identity check includes a single primary document such as a driver licence or passport along with one or two pieces of secondary identification.

For consumers with a disability who do not have a primary document with photo, Telstra has an exemption process for meeting the 100 point identification check.

Exemption Process

If a customer with a disability cannot provide a form of Primary ID Telstra can accept three forms of Secondary ID that total 100 points or greater.

The secondary ID should include a form of ID which confirms they have a disability (for example, a Disability Support Pension Card which has the letters DSP).

Vodafone

Vodafone business process requires certain ID for the 100 points ID check. For consumers without a Driver Licence or passport, an Australian Government Proof of Age card, Photo Card, Keypass is required. This must be submitted with a Green Medicare Card plus a credit or debit card or other document type listed below.