Why is Mable introducing ID verification?
The safety of both clients and support workers on Mable is always front of mind for us, which is why we are introducing client verification.
Support workers on Mable follow a strict onboarding and verification process. The introduction of ID verification for clients is the next step to facilitate a safe and trusted community on Mable.
What is ID verification and why is it used?
ID verification on Mable is a security measure used to confirm your identity.
It involves checking the details you provide from a government-issued ID (like an Australian driver’s license or a passport) against official databases.
This helps create a safe environment for both you, as a client, and the support workers you connect with on Mable.
What documents are required for ID verification?
To verify your identity, you’ll need to provide details from one of these government-issued IDs:
- Australian driver’s licence
- Medicare card
- Australian passport.
What information do I need to provide to have my ID verified?
You will need to provide some information from one of our three valid ID types such as:
- Your legal name
- Date of birth,
- Document number (for example, your driver’s license number).
That’s all the information we need.
Is my personal information safe during ID verification?
Your privacy is our priority.
We don’t store any of the information you provide specifically for ID verification. The details you enter are sent directly to greenID, an Australian ID verification company, for the check. For more information, you can review greenID’s Privacy Policy.
What happens if my ID verification fails?
Don’t worry if your verification isn’t accepted on the first try. You’ll be notified and have 5 attempts to re-enter your details correctly.
If you’re unsuccessful after 5 attempts, our team is happy to help. You can reach us at 1300 736 573.
Who should I contact if I have questions about ID verification?
Our Australia-based customer support team is always happy to help. Please call us on 1300 736 573 with any questions you have about ID verification.
What happens if the name I choose to be called is different to the name on my ID? Can I have a different name in the system?
Our verification process cross-checks the information you provide from a government-issued ID against official databases. So, you must use the legal name on your chosen ID for this check.
But this all happens in the background, and any of the details you give us, including your legal name, will not be made public.
You can sign up to Mable with your preferred name. You can use that name on the platform and when communicating with your support worker.
I use Mable to organise care for a loved one. Do I verify their ID or mine?
Mable only verifies the identity of the account holder.
If you are the account holder, we’ll verify your ID and not the person you are seeking support for, even if they are another adult.
Does ID verification cost me anything?
Is ID verification mandatory on Mable for clients?
How do I verify my ID?
Our ID verification process is quick and simple.
If you are an existing Mable client, you will be able to find our ID verification form on your account dashboard on both mobile and web.
If you are new to Mable, you will be asked to verify your ID when you first sign in to your Mable account.
When completing the verification form, you will be asked to enter details from one of our three accepted government-issued IDs:
- Current Australian driver’s licence
- Medicare card; or
- Australian passport.
There is no need to upload images of your ID documents. We simply require information from your chosen ID document, such as your legal name, date of birth, and driver’s license number. This information will be submitted for verification with our third-party partner.
What happens if I do not verify my ID?
If you don’t complete an ID verification by 2 December, you will not be able to post a job or message a new worker.
Who is this ID verification mandatory for?
What if I don't have government-issued ID?
Mable only accepts three types of government-issued ID documents for verification:
- Current Australian driver’s licence
- Medicare card; or
- Australian passport.
Without one of these forms of ID, you won’t be able to complete our mandatory ID verification. Without ID verification you won’t be able to post a job or message a new independent support worker.
