Frequently Asked Questions

1. Who is CVCheck?

CVCheck is the industry leader in screening and verification services. We’re dedicated to providing the verified information that supports people in building trust and growing honest relationships.


2. What does CVCheck offer?

We offer a smart, efficient and secure way for you to access your own verified information (whether it be for employment, tenancy or other requirements), or to conduct authorised checks on applicants. Our service range includes 1000+ checks in 190 countries, comprising of National Police Checks, Traffic Checks, Financial, Management and Licensing Checks, Reference Checks, Work Entitlement Checks, Workers Compensation Checks, Qualification Checks and Tenancy Checks.


3. What is a National Police Check?

A National Police Check (NPC) is a document that lists an individual’s disclosable court outcomes and pending charges sourced from the databases of all Australian police jurisdictions. Certain convictions, such as spent or juvenile convictions, may not be disclosed on a NPC in accordance with the legislation of the various police jurisdictions.

National Police Checks may also be referred to as:
• National Police History Check (NPHC)
• National Criminal History Check
• National Criminal Record
• National Criminal Record Check
• State Police Check (no longer available)


4. Is CVCheck authorised to provide me with a National Police Check?

National Police Checks can be conducted by an NPCS Accredited Agency. Not just any organisation can become an NPCS Accredited Agency, there is a list of criteria from the Australian Criminal Intelligence Commission (ACIC) which includes company legitimacy and security requirements that must be met. CVCheck is one of these NPCS Accredited agencies.


5. Is there a difference in the check I get from CVCheck or one I can obtain from my local police or post office?

In short, no. There is no difference in the Police Check document you would receive from CVCheck, another broker, or state or federal police, as we all use the Australian Criminal Intelligence Commission system to obtain the same information. As explained here, your NPC result will show pending charges and convictions that haven't been spent. 

There is however, a difference in the speed, efficiency and security of the service you receive and the way your police check is delivered to you. These are the areas in which CVCheck stand head and shoulders above the rest.


6. How is CVCheck different?

CVCheck offer a smart, efficient and secure online service, allowing you to organise screening and verification checks (including National Police Checks) without ever having to leave the comfort of your home. Our unique system means you may receive your completed check results in as little as an hour and allows you to email, print or share a unique and secure link to your results.



7. What is the process for getting a National Police Check?

CVCheck will facilitate the following process on your behalf and will liaise with the ACIC where required:

1. Informed Consent and 100 points of Identification
Our first action is to gain consent from the individual that is being checked.  In addition to this we (or one of our corporate clients) will view 100 points of identification.

2. Check submission and processing
A National Police Check request will be submitted with the details you provide. Once submitted, an automatic search is conducted against a central index (National database) which contains the names of Persons of Interest (POI) who are known to Police. The Police Agency will then draw on relevant Police information to determine whether the details are a match to the POI. If the Police confirm that your details are a match, they will then undertake vetting of any relevant Police History Information (PHI) held in their systems, to determine what will be released as part of the NPC result. The Police agency also takes into account the category and purpose of the check to determine the type and amount of information that is released.

3. Release of results and verification
The result of a National Police Check will then be provided to CVCheck and be made available to you immediately. If you have any questions or concerns regarding the results of your NPC, you will need to contact us where we will then liaise with the Australian Criminal Intelligence Commission and potentially the Police Agencies on your behalf.



8. How long does it take to process a National Police Check?

The majority of our National Police Checks are processed, with the results returned within 1 hour.

In saying that, approximately 30% of all National Police Checks ordered within Australia are delayed for manual processing. If this occurs, your result may take from 1 – 15 business days (sometimes more), to be returned. Please take in to account that neither you or CVCheck can predict if your check will be delayed and as such, we suggest you place your order at least 10 business days before you require your result.



9. How long are CVCheck's National Police Checks valid for?

National Police Checks (NPC) are ‘point in time’ checks and are current as of the date of issue. A National Police Check has no period of validity; it is up to employers and organisations discretion to determine the period of time for which they will accept a NPC.


10. What is included in a National Police Check certificate?

A National Police Check involves identifying and releasing any Police history information held about an individual, from all Australian States and Territories. The results will indicate either:
• No Disclosable Court Outcomes (NDCO) - to indicate that there is no Police History Information that is held or that can be released
• Disclosable Court Outcomes (DCO) - to indicate that Police History Information exists that can be released. The Police History Information may include:
o Charges
o Court convictions – including any penalty or sentence
o Findings of guilt with no conviction
o Court appearances
o Good behaviour bonds or other court orders
o Pending matters awaiting court hearing
o Traffic offences

The Police History Information which is disclosed in the results is determined by each Police Agency, based on Spent Conviction Legislation and Information Release Policies. The purpose of the National Police Check and any other relevant legislation also determines what information can be released.


11. Will interstate convictions appear on my certificate?

A National Police Check will display all releasable court outcomes from all states and territories of Australia, based on respective policies/legislation.


12. When ordering a National Police Check, why does CVCheck need to know if I will be working with children or other vulnerable people?

This information is required by the relevant police authorities to ensure the appropriate spent convictions regime is applied. If there are any convictions recorded, this information may be relevant to determining whether or not those convictions are disclosable on this check result.


13. How does a National Police Check differ to an Australian Federal Police (AFP) Check?

A National Police Check and an Australian Federal Police Check differ in their uses. In most instances (such as employment and tenancy), you will only need to obtain a National Police Check. In special circumstances (such as for Immigration purposes) an Australian Federal Police Check is needed.


14. Is there any instance where I can't use a National Police Check from CVCheck?

Yes, there are some instances where a National Police Check can’t be used. These include: immigration purposes, people seeking employment with the Commonwealth Government, some VISA requirements and IVF applications. 


15. What does 'referred' mean?

Your check has been referred to the police for further investigation because your name and date of birth may be the same or similar to the personal details of someone who has a criminal history in the Australian Criminal Intelligence Commission national database. The terminology of referred used by the ACIC means there has been a delay in your National Police Check with approximately 34% of all National Police Checks being delayed for further investigation.

For example: If your name is John Smith, it is more likely to be delayed for further enquiry because there are a large number of people in Australia with that name or a close variation of that name. The police need to research this check in more depth to correctly verify your identity from the John Smith who has a criminal record.


16. How long will my check be 'delayed' for?

Unfortunately there is no exact time frame if your check is delayed for manual checking as each individual case differs. Checks that have been delayed generally take between 1–15 business days, depending on the reason it was delayed and the current workload of the police department.

As all NPCS Accredited Agencies use the same system to obtain Police Checks, a delayed check occurs irrespective of who you ordered through. If your CVCheck check has been delayed it would have also been delayed had you ordered elsewhere.

ACIC have advised all Accredited Agencies (including CVCheck) that all checks delayed for further enquiry cannot be escalated until 20 business days after submission.


17. Can I call ACIC to discuss the progress of my National Police Check?

Unfortunately, ACIC are unable to discuss police checks with members of the public. You are welcome to contact us by phone +61 8 9388 3000 or by email [email protected] for assistance.


18. How do I speed up the process?

There is no way for you to speed up the process of getting your result but we want you to be aware of the steps we are taking to manage this process and to ensure that you get your result without delay:
• We have a team dedicated to checking if your result is available every hour, of every business day
• The instant that we establish that your result is available we will take steps to make it available to you immediately on our secure platform.  We will also notify you of its completion
We will keep you informed during the process and inform you immediately if there is more information required that will aid the Police to finalise your result.


19. Can I dispute information contained on my National Police Check?

If you believe that the result of your National Police Check is incorrect, you are able to dispute the results released by contacting us by phone +61 8 9388 3000 or by email [email protected]. We will need to discuss in detail with you the reason for the dispute.

You should provide as much information as possible to assist in the investigation of your dispute, including any documentation that supports your claim. We will contact ACIC to have the result investigated by the relevant Police Agency and notify you when an outcome is reached.


20. How long will my National Police Check be on my dashboard for?

Your result will be available on your dashboard for 12 months from the date of issue after which time the record is securely destroyed. You are welcome to print or download a copy of your result during this 12 month period so you can continue to access it.


21. Will you post me a copy of my results?

No. We provide results electronically so that you have instant access to your information, and to allow you the option of printing hard copies or passing on the information electronically. 


22. Can I use a National Police Check for Immigration or VISA purposes?

No, you will need an Australian Federal Police check for all Visa and Immigration purposes.


23. What items make up 100 points of ID?

To make things as simple as possible, you can utilise our 100 point identity check tool.


24. What if I don't have a scanner?

If you don’t have a scanner to upload a copy of your ID documents you can take a (clear) photo of your ID using a mobile phone, iPad, tablet or camera. Alternatively, your local library may have a scanner you can use.


25. Are CVCheck's Credit Default checks the same as a Credit History Check?

No. CVCheck's Credit Default check is a report on any court actions that have occurred as a result of a credit default, this check can be used for employment and tenant screening purposes. A Credit History Check (required when applying for mortgages for example) will also include details of credit defaults that have not resulted in court action. Under the Privacy Act, 1988, it is prohibited for the information within a Credit History Check to be disclosed to any employer, insurer or landlord.


26. How can I make a correction request for my Credit History Check result?

To make a change to your credit information, please contact us at [email protected]. You will need to explain what information is wrong on your Credit History Check and provide the relevant documentation that supports this. When making a correction request, you agree to provide the credit reporting body (through CVCheck) with certified copies of documents or statutory declarations where no other documentation is available ("Supporting Documentation"). Where CVCheck represent you in any required correction of information, you agree that we will provide the Supporting Documentation to the credit reporting body, and CVCheck will be responsible for providing the credit reporting body's response to your correction request both truthfully and accurately. CVCheck will only use your credit information to give you access to your Credit History Report or assist you in making a correction request. We will not use your credit information for any other purpose or for the benefit of any other person.


27. How do I share my results?

For instructions on how to share your verified results please click here. 



28. What is your cancellation and exchange policy?

CVCheck's Cancellation and Exchange Policy can be found here.


29. How do I verify a CVCheck certificate?

A sample of a CVCheck National Police Check containing our unique security features can be viewed here.

To verify the authenticity of a CVCheck certificate simply:

 1. View the certificate that has been provided to you
 2. Follow the unique verification link provided on the certificate
 3. Enter the unique certificate number

Please note: the verification page for an authentic CVCheck certificate will always have cvcheck.com at the end of the domain name in the URL, and the CVCheck Ltd security seal next to the browser address bar.

If you receive a CVCheck certificate that differs from
the sample, or does not meet this criteria please contact us immediately so we can assist you.


30. What if someone has provided me with a fake CVCheck certificate?

The verification page for an authentic CVCheck certificate will always have cvcheck.com at the end of the domain name in the URL, and the CVCheck Ltd security seal next to the browser address bar.

If you receive a CVCheck certificate that differs from
the sample, or does not meet this criteria please contact us immediately so we can assist you.


31. How do I identify legitimate emails from CVCheck?

It is CVCheck's policy to never ask you to provide sensitive information (such as passwords or credit card numbers) on an email. If you receive an email that appears to be from CVCheck requesting this information, please contact us immediately. 

If you receive an email that relates to your personal information, or that requests payment for invoices and contains a non-CVCheck attachment or link to a non-CVCheck website, this email is not a legitimate CVCheck email, even if it appears to be so. Most likely, these attachments are malicious and we would advise that you do not open them. If your accounts department have requested that CVCheck automatically email you with your PDF invoices, these PDF attachments will be clearly branded with CVCheck information.

It is possible for "phishers" to create websites and emails that look similar to CVCheck (or any other website). Their sole purpose is to collect your information or receive money from you. Often, a fake email will ask you to click on a link and visit one of these phishing websites to pay an invoice or confirm your personal information.

In relation to your CVCheck account, you should never enter your account information or process any payments on a non-CVCheck website. A CVCheck site will always have a domain name that ends with cvcheck.com in the URL, and the CVCheck Ltd security seal next to the browser address bar. 


If at any time you believe you have received a suspicious email, please
contact us immediately so we can assist you. If you are unsure about a communication you have received from us, we will always be happy to confirm whether is it genuine.



32. When could an additional charge occur for a service CVCheck provides?

There may be a small number of instances where a third-party provider imposes a non-routine charge to receive the information required to complete your check (for example, an overseas education institute may charge a fee to retrieve your personal file containing your qualifications). When this occurs, CVCheck will advise you of any additional charge prior to the commencement of the check and will invoice you separately for this should you wish to proceed with your order. Rest assured, this is an uncommon occurrence and you will always be advised if this happens before you are charged any additional amount.


33. How can I make a complaint? 

Any person or organisation (the complainant) who is dissatisfied with a product or service provided by CVCheck has the right to make a complaint to us.

If your complaint relates to you believing your National Police Check is incorrect, for further information on how you can dispute the results released refer to FAQ #19.

How and where should I make my complaint?

Telephone:

By phone +61 8 9388 3000


Email:
By completing the
online form or emailing [email protected]

Write to us at:
Customer Support Team
CV Check Ltd
PO Box 140
Osborne Park WA 6917


Information to include when making a complaint

When making a complaint, please provide the following information:

Your name and contact details;
The nature of the complaint (including when the conduct giving rise to the complaint occurred); and
Copies of any documentation in support of your complaint.

Your rights during the process

You may enquire about your complaint and its status by any of the contact methods provided above.

What if I'm not satisfied with the process or response?

If you are not satisfied with the process or outcome, or you believe you have not been treated equitably or had a fair hearing, let us know and if we consider it appropriate, we will undertake a review.

If you are still not satisfied and your complaint relates to a:

Privacy complaint - and you are an individual you may contact the Office of the Australian Information Commissioner
Product or service complaint - you may contact the Australian Competition and Consumer Commission.