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How to complete a Digital Verification of Identity (VOI) in Sign

This guide explains how to complete a digital Verification of Identity (VOI) for your clients using Realtair Sign. The VOI process can be completed either remotely or in person.

Prefer to watch? Check out our video guide here.

 

 

 

Initiating a VOI Request

  1. Open the relevant campaign folder and preview the Sign document by clicking the eye icon.
  2. Navigate to the Sign tab within the document.
  3. Locate the signer's name. The Verify option will be displayed next to it.

You have two methods to complete the VOI:

  • Send Remotely: The client completes the verification online on their own device.
  • Verify In Person: The agent facilitates the verification on their device while physically present with the client.

Method 1: Remote VOI

Use this method to send a secure link to your client to complete their identity verification online.

  1. Click Send Remote Options.
  2. Tick the Verify checkbox under the signer’s name.
  3. Click Send.

The signer will receive an email and SMS prompt guiding them through the online verification process.

What the Client Does: The client will be asked to upload documents to complete a 100-point ID check. Examples include:

  • Passport
  • Driver’s Licence
  • Medicare Card
  • Council Rates Notice
  • Utility Bill

Security and Privacy: All verification documents are stored securely within Realtair and are not bundled with signed agreements or document packs. This process complies with regulatory requirements (e.g., in NSW).

Method 2: In-Person VOI

Use this method when you are physically with your client. As the agent, you are responsible for sighting the original documents and confirming the details provided.

  1. Click Verify In Person next to the signer's name.

  2. Hand your device (laptop, tablet, or mobile) to your client to enter their details.

  3. You will be prompted to select and record information for the following categories after sighting the physical documents:

    • Primary Proof of ID: Select one document (e.g., Passport) from the drop-down list and enter the document number and relevant dates.
    • Secondary Proof of ID: Select and record details from two supporting documents (e.g., Medicare Card, Credit Card).
    • Proof of Legal Ownership: Select and sight one proof of ownership document (e.g., Rates Notice).
    • Power of Attorney (if applicable): If the client is signing under a Power of Attorney (POA), select Yes and upload a digital copy of the POA document.

  4. Agent Declaration: Complete the final declaration to confirm that you have sighted and verified all identification documents in person.

Accessing Completed VOI Information

Once verification is complete (either remotely or in person), you can view the VOI status and details at any time.

  1. Navigate to the Status tab within the document.
  2. The status will show whether the VOI was completed In Person or Remotely.

Audit & Compliance: This section is where you can access all VOI details if required for an audit, which is particularly relevant for agents operating under specific state regulations (e.g., REINSW).

Completing the digital VOI ensures your agreements are compliant, secure, and ready for signing.

 

Understanding Verification of Identity (VOI)

Ensure compliance and streamline your signing process with Realtair's integrated Verification of Identity (VOI) feature. This powerful tool allows you to securely verify your vendor's identity by sending a verification request directly to their email, creating a seamless and compliant digital workflow.

Troubleshooting: Why is my 'Sign' Button Greyed Out?

You've received the signed Agency Agreement from your vendor, but your own option to countersign is unavailable. This is a common and intentional security measure.

The Reason: In some regions, such as NSW, the system requires the vendor's Identity Verification (VOI) to be completed before the agent can countersign the agreement. The greyed-out button indicates that the vendor's VOI has not yet been finalised within the Realtair platform.

How to Proceed if VOI was Completed Offline

If you have already verified your vendor's identity in person or through another method outside of Realtair, you can easily record this to unlock the signing process.

  1. When prompted for the VOI, select the Verify in person option.
  2. In the Primary ID section, instead of an ID document, simply upload a note or a blank document. A best practice is to include a note stating, for example, "VOI completed in person on 2025-10-08".
  3. Once this is uploaded, the system will recognise the VOI step as complete, and you will be able to proceed with countersigning the agreement.

For instructions you can share with your vendor on how to complete the VOI process online, please see our dedicated guide.