Clients who will not use an app: assisted CDD in the office

People search “in office AML ID check” when a client at a suburban agency will not use an app and the agent is about to finish the check for them. Checked against AUSTRAC’s glossary entry for KYC information on 4 October 2026. This is general information, not legal advice. This page does not reproduce that guidance. What the check is collecting is on the KYC check guide. A checklist of the program’s steps is on the customer due diligence checklist. The sector map is /tranche-2.

Same check, office screen

Some clients will not install an app, and some will not finish a link alone. That is a practical problem, not a different standard of customer due diligence. The information your program needs is the same. The place can be your interview room.

Email the link, open it on a computer the office controls, and let the client complete it while you are in the room to explain the words. Assisted does not mean substituted. If a staff member clicks through as the client, the record is false. If images are sent to a personal inbox “to help,” the record has left the file; stay on the office screen, in the matter, with the client present; this page does not invent a paper pack for people who prefer forms.

• Email the link. That is the channel. The client opens it on the office screen.
• Explain, then hand over the step. You can read a prompt aloud. You cannot accept a declaration for them.
• Use an office computer. A personal inbox is not the matter file.
• Same price, same check. In the office is not a discount and not a second product.

What help is allowed in the room

Write the boundary on a card next to the screen. New staff need it more than the principal does. The client should be able to see that the firm is helping them do their own check.

Where the office-assistance page stops

This page is assisted CDD for a client who will not use an app. It is not the full KYC guide and it is not the checklist. Those are the KYC check guide and the customer due diligence checklist. FreeAML does not sit the appointment and does not complete the check as the client.

The firm suite is A$0. The client pays.

What the client pays

On FreeAML the firm suite is A$0. The firm emails the client a link. Verification is client-pays. On the public list a personal KYC check is A$20 and a company or trust KYB check is A$40. Use KYB when the customer is a company or a trust. The firm suite does not include staff completing the check under the client’s name, and it does not include a home visit. Confirm the live amounts on FreeAML pricing. FreeAML does not complete the identity check in the client’s place.

Frequently Asked Questions