What is re-verification? Why do I need to re-verify my details?

As an enrolled reporting entity under the Anti Money Laundering and Counter-Terrorism Financing Act 2006 (AML/CTF), RWWA/ TABtouch has an obligation to review and where necessary, update the identity of our account customers in order for them to continue to bet and deposit on their TABtouch account. Chapter 15.3, of the AML/CTF Rules, states: “A reporting entity must undertake reasonable measures to keep, update and review the documents, data or information collected under the applicable customer identification procedure and the beneficial owner identification requirements specified in Chapter 4 of these Rules.”

TABtouch has implemented a process to re-verify all account customers’ details every 5 years in line with AML/CTF Rule 15.3. To allow TABtouch to re-verify the customer’s information currently held on file, confirmation is required from the customer that no changes to their details have occurred since the last verification. If changes have occurred, your amended customer identification information will be verified by us using either VEDA (Equifax Electronic Verification) or via our Customer Service team.

How do I re-verify my details?

Re-verification is easy – all you need to do is confirm whether your personal details (i.e. residential address) we have on file are still correct at that time. If they are not correct, simply select the update option and update your new details.

1. Online via your mobile

   Upon logging into your account, a pop-up will appear if you are within 14 days of your re-verification due date. The pop-up will tell you how many days you have to re-verify your details. If your details are all correct, simply click ‘Confirm’ and you are re-verified for another 5 years. If not, click on the option to update your details and the fields will become editable, which you can then update and save.

   You also have the option here to select ‘Remind Me Later’ (providing you are not past your due date), which snoozes the reminder for 24 hours.

   Any changes to address will automatically be sent to VEDA (Equifax Electronic Verification) for validation. For name/DOB changes, select the box for our call centre to give you a call or call 1300 36 36 88.

   

2. Online via your computer / laptop

   Upon logging into your account, a pop-up will appear if you are within 14 days of your re-verification due date. The pop-up will tell you how many days you have to re-verify your details. If your details are all correct, simply click ‘Confirm’ and you are re-verified for another 5 years. If not, click on the option to update your details and you will be directed to a ‘Contact Details’ page, which you can then update and save.

   You also have the option here to select ‘Remind Me Later’ (providing you are not past your due date), which snoozes the reminder for 24 hours.

   Any changes to address will automatically be sent to VEDA (Equifax Electronic Verification) for validation. For name/DOB changes, select the box for our call centre to give you a call or call 1300 36 36 88.

   

3. Over the Phone

   If you are unable to access our website or are having trouble re-verifying your details online, you can contact our Customer Service team on 1300 36 36 88 (+61 8 9445 5391 for calls from outside Australia). International customers and TAB agency account customers will need to re-verify their address over the phone.

Which details can I update online?

Residential address, telephone number & email address can be updated through the re-verification process online. Changes to residential address will be automatically sent to VEDA (Equifax Electronic Verification) to re-verify. If confirmation is received from VEDA, no further action is required.

Changes to email address will not need to be sent to VEDA for validation.

Changes to name , DOB and/or International address will not be permitted online and can only be requested by calling our Customer Service team on 1300 36 36 88 (+61 8 9445 5391 for calls from outside Australia).

How long will I have to re-verify my details?

You will have 14 days from when the pop-up first appears in your account and/or when you receive the first reminder email/SMS to re-verify your details. If you have received an email or SMS, your re-verification due date will be stated in that communication. The pop-up will also display how many days you have left at the top.

Can I continue to bet during the 14 days?

Yes, you may continue to place bets throughout the 14 day period prior to your re-verification due date. However, once this period is exhausted, regardless of whether the re-verification process has started, if you have not successfully re-verified your details, the account will be placed into a ‘limited’ state.

Once this happens, you will still be able to login to your account, however, you will be unable to bet and/or deposit until your details have been successfully re-verified.

I have selected ‘Remind Me Later’ and now want to re-verify, what do I do?

If you select ‘Remind Me Later’ you can still re-verify your details any time via the homepage on desktop or the ‘My Bets’ menu on mobile (see screenshots below). This will bring up the re-verification page and you can continue with the process as outlined above.

Desktop:

Mobile:

What do I do if I am unable to re-verify my details online?

If your first attempt at re-verification fails, you are given the option online to provide extra sources of ID and try again.

If, after this, you are still unable to successfully re-verify online, our Customer Service team will give you a call and attempt to verify your details over the phone. If you do not hear from them feel free to give them a call on 1300 36 36 88 (+61 8 9445 5391 for calls from outside Australia). You can also bring extra sources of ID to any of our WA TAB branches and our agents will attempt to re-verify your details for you. Find your local TAB herehere.

What extra sources of ID can I use to re-verify?

Passport, Medicare card and/or Australian driver’s license can be used as extra sources of ID. It is recommended to include at least 2 of these.

What happens if I don’t update my details by the re-verification due date?

Failure to re-verify your details by your re-verification due date will result in your account being put into a ‘limited state’. Limited state means that betting and deposits are not allowed on your account until your details have been successfully re-verified. Once your account is put into a limited state, you can still login, however you will need to verify your details before you go any further. Once you successfully re-verify, the limited state will immediately be reversed and you can once again bet and deposit.

If you have attempted but been unable to re-verify your details during the 14 days, your account will also go into a ‘limited state’ once you reach your re-verification due date. In this case, if you do not re-verify your details within 14 days of account being limited, we will subsequently close your account. This means you will no longer be able to re-verify your details and will need to ring our Customer Service team on 1300 36 36 88 to re-activate your account.

Help! My account is limited and I cannot bet or deposit.

If you’re unable to place a deposit or bet, it could mean that you have not successfully re-verified your details by your due date. You will need to successfully re-verify your details before you can once again bet and deposit.

Please note that if you do not re-verify your details within 14 days of your account being limited, your account will subsequently be closed.

For more information on how you can re-verify your details, refer to “How do I re-verify my details?”.

Why has my account been closed?

If your account has been closed, this means that you have not successfully re-verified your details within 14 days of your account being limited. You will also no longer be able to re-verify your details online.

Please ring our Customer Service team on 1300 36 36 88 (+61 8 9445 5391 for calls from outside Australia) to re-activate your account.

 

Joint Account customers

How does re-verification work when there is more than one person on the account?

Each account holder has a unique ‘re-verification due date’ and each account holder needs to re-verify their details separately. This due date may not necessarily be the same for both account holders, as it is 5 years from their last ID verification date. The process is the same as single account holders except the account holder who’s re-verification due date comes first will get the pop-up first.

What happens if one of the account holders doesn’t re-verify by their re-verification due date

The account will go into a ‘limited state’. Each account holder has a unique ‘re-verification due date’. If one customer goes past this date without successfully re-verifying their details, the account will go into a ‘limited state’ and neither account holder can bet/deposit until the relevant account holder re-verifies their details.

International customers

Account holders that do not reside in Australia cannot update their Residential Address, Name or DOB online and will need to contact our Customer Service team on +61 8 9445 5391.

Note: If you have requested a call from our team, please ensure that your contact number is correct before saving.