# Identity documents

> The Category A and Category B documents the support team may ask for to confirm your identity.

- URL: https://kb.voipcloud.online/security/identity-documents/
- Section: Security and compliance
- Type: policy
- Applies to: Australia
- Last reviewed: 2026-11-09

## Summary

In some cases the support team may ask you for other documents to confirm your identity. The documents fall into two categories, A and B, listed below.


## Who it applies to

Account holders and authorised representatives who need to confirm their identity, for example for a high-risk request. See [Two-factor authentication](https://kb.voipcloud.online/security/two-factor-authentication/#when-you-contact-support) and [Advocates and authorised representatives](https://kb.voipcloud.online/security/advocates-and-authorised-representatives/).

In the tables, "your photo" means a photo of you as the customer, or of your authorised representative.

## Category A documents

| Item | Document | Conditions |
| --- | --- | --- |
| 1 | Australian State or Territory driver's licence issued by a Commonwealth, State or Territory department or agency | In the customer's name. |
| 2 | Australian passport | Expiry date in the future, or no more than 2 years in the past. |
| 3 | Birth certificate issued by an Australian State or Territory government | |
| 4 | Foreign military ID card | |
| 5 | Current foreign passport issued by a foreign government | Contains a valid entry stamp or visa issued by the Australian government. |
| 6 | Australian citizenship certificate issued by the Commonwealth government | |
| 7 | Certificate of identity or document of identity issued by the Department of Foreign Affairs and Trade | Or by the Commonwealth department responsible for issuing them at the time. |
| 8 | ImmiCard issued by the Department of Home Affairs | Or by the Commonwealth department responsible for issuing ImmiCards at the time. |
| 9 | Indigenous Community Card issued by Services Australia | Or by the Commonwealth agency or department responsible for issuing them at the time. |
| 10 | Firearms licence issued by an Australian State or Territory police force | Shows your photo. |
| 11 | Aviation Security Identity Card, issued by a body authorised by the responsible Commonwealth agency or department | Shows your photo. |
| 12 | Maritime Security Identity Card, issued by a body authorised by the responsible Commonwealth agency or department | Shows your photo. |
| 13 | Australian Government photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government | Shows your photo. |
| 14 | Defence Highly Trusted Token issued by the Australian Department of Defence | Or by the Commonwealth department responsible for issuing them at the time. |
| 15 | Defence Force identity card issued by the Australian Defence Force | Shows your photo. |
| 16 | Police identity card issued by an Australian State or Territory police force | Shows your photo. |
| 17 | Prisoner identity card issued by the relevant Australian State or Territory prison authority | Shows your photo. |
| 18 | Trade (work or business) licence issued by an Australian State or Territory government, for example a trade, real estate agent or security agent licence | Shows your photo. |
| 19 | Tangentyere Community ID card issued by the Tangentyere Council | Or by an organisation that replaces the Tangentyere Council. Shows your photo. |
| 20 | Proof-of-age card issued by an Australian State or Territory government | Shows your photo. |
| 21 | Australia Post Key Pass issued by Australia Post | Shows your photo. |
| 22 | Working with Children or Vulnerable card issued by a State or Territory government | Shows your photo. |

## Category B documents

Several Category B documents must show **the same name and address** you gave the support team before the high-risk interaction started. These are marked "Same name and address" below.

| Item | Document | Conditions |
| --- | --- | --- |
| 1 | Bank or financial institution card, passbook or statement issued by a bank, credit union or building society | In your name. Statements or passbooks must cover at least 6 months of transactions and show your current address. Cards must carry your signature. Documents from foreign banks or institutions aren't accepted. |
| 2 | Medicare card | |
| 3 | Postpaid telecommunications bill from an Australian telecommunications company | A statement of account for a postpaid carriage service, issued in the previous 12 months. Same name and address. |
| 4 | Rates notice from an Australian local council | Issued in the previous 12 months. Same name and address. |
| 5 | Student ID card issued by an Australian tertiary institution, secondary school, TAFE or registered training organisation | |
| 6 | Concession or health care card issued by Services Australia | Or by the agency or department responsible for issuing them at the time. |
| 7 | Veterans' Affairs card issued by the Department of Veterans' Affairs | |
| 8 | Tenancy agreement or lease | A current formal agreement or lease. Same name and address. |
| 9 | Motor vehicle registration for a vehicle registered in an Australian State or Territory | Current registration papers with your name, address and proof of payment. Same name and address. |
| 10 | Proof of electoral enrolment | Same name and address. |
| 11 | Senior card issued by a State or Territory government | Issued to a resident of that State or Territory aged 60 or over. |
| 12 | Utility account | Same name and address. |

## How to provide documents

There are two ways to send documents:

- **During identity verification:** upload them in the portal when you verify your account. See [Identity verification](https://kb.voipcloud.online/security/identity-verification/).
- **When the support team asks:** attach them to a [support ticket](https://kb.voipcloud.online/support/support-tickets/).


## Contacts

[Contact the support team](https://kb.voipcloud.online/support/support-tickets/) if you have questions about which documents to use.