FAQs

1. The accuracy and quality of this National Police History Check (NPHC) depends on accurate identification of the Applicant (including aliases) according to the information provided in the Application Form and the comprehensiveness of police records.
2. Whilst every care has been taken to conduct a search of Police History Information held by Australian Police Agencies that relate to the Applicant, the police check report may not include all Police History Information. Reasons for this include correct name matching and the operation of laws that prevent disclosure of certain police history information.
3. The NPHC is a point in time check and should not be relied upon for an unreasonable amount of time.
4. To the extent permitted by law, all information provided in this report is made available for use on the following conditions

• National Crime Check makes no representation or warranty of any kind without limitation in respect to accuracy;
• The information in a police check report should form only one part of any process for determining a person’s suitability for any entitlement, profession, undertaking, appointment or employment.
• To the extent permitted by law, National Crime Check accepts no responsibility or liability for any error or omission in the information.

The information provided on the police check report has been obtained according to the following process:

• National Crime Check using the National Police Checking Service searches a central index for potential matches with the name(s) of the Applicant;
• The National Police Checking Service compares name matches with Police History Information held in Australian police records;
• The National Police Checking Service identifies any Police History Information held in their police records and releases the information subject to relevant spent convictions, non-disclosure legislation or information release policies;
• The National Police Checking Service provides a result of the NPHC to National Crime Check indicating that a record of Police History Information relating to the Applicant is held or not; and
• The National Police Checking Service provides that Police History Information to National Crime Check.

Yes. Here is a list of check types we cannot process.

Whilst this list is not exhaustive, you are best to consult the relevant industry body/organisation to determine which police checks they will accept:

No. AFP Clearances can only be obtained through the Australian Federal Police.

For more information regarding AFP Police Clearances click here

No. The DCSI Screening Unit and the State Based "Working With Children Clearance" produces a risk assessment against the inherent duties of the role, which is used by organisations to determine the suitability of individuals for employment or volunteer work within their organisation.

If you require a DSCI clearance visit http://www.dcsi.sa.marriagov.au/services/screening/submitting-your-application-and-payment.

Please consult your local provider of "Working With Children" Clearances.

All police history information is kept for 3 months. All police history information is destroyed after 3 months.

You are able to obtain a copy of your police check within 3 months. After this, a new police check application will be required.

On average, 70%-75% of all National Criminal History Check applications are processed within 1-2 business days from the day we have received your completed application .

The remaining lodgements are processed with best endeavours in 10-12 business days, however, there are some circumstances (which are beyond our control) where the application can take longer to process.

Please ensure you allow yourself adequate time to receive your police check just in case your application requires manual investigation.

You will be advised via email updates in relation to the status of your application.

If you have finalised the online application without printing off the pre-populated informed consent form, you will need to request your pre-populated informed consent form to be resent to you by contacting our customer service team on:

• Email (preferred option) - support@nationalcrimecheck.com.au
• Phone - 1800 080 095 (During Business Hours)

You will be advised of the outcome via email.

Your police check may have been flagged for further review if it has been matched against somebody on the database with a similar name, gender and/or date of birth. When this occurs, there is a process of review into the application, in consultation with each of Australia’s police agencies, to resolve the match.

Usually, the check request is finalised in approximately 10-12 business days. However, there may be instances where it takes longer.

Once the results of the application have been finalised, we will then generate your National Criminal History Check Results and dispatch them to you via your selected dispatch method (either Instant eDelivery or post).

Do I need to contact you if I haven't heard from you in 2 days?

No, there is no need to contact us. You will receive email updates in relation to the status of your lodgement.

You will also receive a second SMS/Email as soon as the results have been returned from ACIC. Then we will automatically dispatch them to you either via your selected dispatch method (either Instant eDelivery or post).

Can I call ACIC to discuss my police check progress?

No, ACIC cannot discuss the progress of your application. All questions should be directed to National Crime Check.

My National Criminal History Check application has flagged, can I speed up the process?

No - National Crime Check monitors progress of all flagged checks regularly. We are reliant on the poice services providing us with the information that populates your police check.

I have never been to court so why has my check been flagged?

Your check still may be flagged for further review if it has been matched against somebody on the database with a similar name, gender and/or date of birth. When this occurs, there is a process of review into the application, in consultation with each of Australia’s police agencies, to resolve the match.

There is no way to tell whether a check will be flagged as a potential match. On average 75% are generally processed within 1-2 business days. The remaining 25% of all checks will be flagged as a potential match.

A Police Check that is flagged for further review is a systems generated response that advises the relevant Police Partner agency of a potential match.

The Police Partner Agencies will then draw on relevant information to manually determine the following: 

• Not a match or;
• a confirmed match and release the police history information to National Crime Check accordingly.

If there is not a match

Matching by the Police Partner Agency determines that the Applicant is not a match. The police check will be released with a result of No Discloseable Court Outcomes to National Crime Check who will then dispatch your police check via your selected dispatch method.

If there is a confirmed match

Matching by the Police Partner Agency determines that there is a match. The police check application then moves into the vetting stage.

Request for Further Information (RFI)

In some instances, the Police Partner Agency may need additional information to assist in making a matching decision. To do this, the Police Partner Agency may raise a RFI through the.

The RFI will generally take the form of additional address details, photo ID or requesting an Applicant attend a police station to submit a fingerprint sample.

It is the responsibility of National Crime to ensure that RFIs are completed and to liaise with the Applicant to obtain the relevant information.

Vetting

Once a confirmed match has been determined, the Police Partner Agency undertakes vetting of the relevant Police History Information (PHI) held on its systems. Vetting involves applying relevant legislation and/or policy to the PHI, to determine what can be released. The Police Partner Agency also takes into account the category and purpose of the Police Check to determine the type and amount of information that is released. The Police Check then goes into the Final Vetting stage.

Final Vetting

The coordinating Police Partner Agency is responsible for reviewing the vetted results and applying its own legislation/policy to determine what PHI will be released to National Crime Check.

Results released

A NPHC result through NSS will either be:

• No Disclosable Court Outcomes (NDCO)

– There is no PHI that can be released to the submitting organisation

• Disclosable Court Outcomes (DCO)

– PHI exists that can be released to the submitting organisation. The PHI may include:

charges;

court convictions, including any penalty or sentence;

findings of guilt with no conviction;

court appearances;

good behaviour bonds or other court orders, and/or

pending matters awaiting court hearing.

Please email us at support@nationalcrimecheck.com.au with your first name, surname and reference number. One of our customer service team will action your email and ask you to complete a dispute form.

We will then action the dispute through Australian Criminal Intelligence Commission (ACIC) on your behalf.

Please be advised, you cannot dispute police history information provided by National Crime Check Pty Ltd through ACIC directly or a state based police service. All disputes must be raised through National Crime Check.

A National Criminal History Check involves identifying and releasing any relevant Criminal History Information (CHI) subject to relevant spent convictions/non-disclosure legislation and/or information release policies.

This is a process that involves all Australian police services.

If you are getting an "error message" when entering your address details, please check the following:

1. Your address details should be for the last 5 years;
2. Enter in the number of years and/or months even if it is zero (i.e. 2 years and 0 months or 0 years and 2 months);
3. Ensure that the Country field of each of the addresses provided has been selected
4. Ensure that you dont use any punctuation (.,/-\); and
5. If you are unsure of the length of time at an address, please approximate the length of time.

Hotmail email accounts sometimes block any correspondence from NCC, often goes into junk/spam

If possible, please use an alternative email.

If you are having difficulty contact support via email support@nationalcrimecheck.com.au

National Crime Check only offers refunds for extenuating circumstances. By paying for a Criminal History Check through National Crime Check, you have read and accepted all the terms and conditions provided on our website and you:

• Have gained confirmation that our police check will be accepted for the purposes in which you intend on using it;
• Are agreeing to provide true and correct information;
• Have completed the online application accurately and thoroughly;
• Have provided the pre-populated informed consent form signed and dated; and
• have provided 100 points of ID that has been certified as a true copy.

National Crime Check is not responsible for:

• Data entry errors that have been made by persons inputting their own details into the application for a criminal history check;
• Persons who have changed their mind after partially or fully completing the application process;
• Selection of the wrong check type and/or reason for check;
• Lack of detail provided by persons inputting their own details into the application for a criminal history check;
• False/Incorrect information provided by persons into the application for a criminal history check;
• Not thoroughly completing the online application process;
• Not providing 100 points of ID that has been "certified as true copies"; and
• Not returning a signed and dated informed consent form.

As of 1 July 2014, National Crime Check will impose a $7.50 GST Inc. refund processing fee. This is a non-negotiable fee that will be subtracted from the full refundable amount.

To obtain a refund email - support@nationalcrimecheck.com.au include your first name, surname and date of birth, a reference number if you have it and a brief description of why you require a refund. The refunds team will then assess the suitability of your refund claim.

Effective of 1 July 2014.

Alternative methods of payment are available:

1. Electronic Funds Transfer
   BSB: 083 155 (National Australia Bank)
   Account Number: 166 653 095
   Account Name: National Crime Check
   Reference: Your Last Name/Surname and your Numeric ID Number
2. Cheque/Money Order
   Made payable to "National Crime Check"
   Post to:
   PO Box 10091
   Adelaide BC, SA 5000

No.

We require you to send in the signed and dated Informed Consent Form and Certified True Copies of ID to:

NCC Completed Forms
PO Box 10091 Adelaide BC
SA, 5000

We cannot accept applications via fax or email. For privacy reasons, we will delete or shred this information as it is an unaccepted form of lodgement.

Data security and system integrity is number one priority for National Crime Check.
National Crime Check has invested heavily in building a highly secure and reliable platform.

From privacy and security perspectives, all data is transmitted using secure transport with strong cipher suites and stored encrypted using AES256.

Yes, simply scan and upload an image of your ID. You can do this via your PC, smartphone or tablet.

Click ‘Start ID verification’, and then select ‘Upload a file of your ID’.

As a security measure, ACIC compliance guidelines state that applications lodged through National Crime Check must be accompanied by Certified True Copies of personal identity documents totalling 100 points.

We are unable to finalise lodgement until we receive 100 points of ID.

For every police check lodgement, National Crime Check requires you to complete a 100-point proof of identity process.

You can now do this all online through our new InstantID verification process.

InstantID will ask you to scan and capture a valid starting ID type (either a passport or driver’s license) using your webcam, smartphone or tablet.

Please note that Instant ID can only be used if you have a current and valid original driver’s license and/or passport.

If you don’t have an original valid and current drivers license and/or passport you will need to post your 100 points of ID that has been certified as true copies as well as your signed application form. For more information on this process click here

Please note that you can only use ID in your current name. Please do not upload ID that is in previous names/maiden names

A certified copy or 'notarised' true copy is a direct photocopy of the original document, which has been certified as a true and an accurate copy by a person authorised to witness and certify documents.

To be accepted as a valid "Certified True Copy", the certification date on the documents needs to be within 3 months of the lodgement of the police check application.

The ID will be automatically verified by the InstantID technology and the information (along with the rest of your police check application) will undergo an internal review and verification by the National Crime Check Compliance and Verification team prior to submitting your police check application for processing.

This usually occurs on the same business day or the next business day. This is just to ensure that the information is accurate and meets the set police check lodgement requirements.

What happens if my ID gets declined?

Please check if your ID is readable and fulfils the required criteria. Try to scan the ID again, or upload it manually. If you are experiencing difficulties please email our support team –support@nationalcrimecheck.com.au with your first name, surname and date of birth. One of our compliance team will assist in your support inquiry.

You can download our identity item checklist that has a listing of ID and the corresponding points here

Please note that 100 points must include ONE Primary Document, or atleast ONE Secondary Document which must contain a photograph.

Send in the signed and dated Informed Consent Form and Certified True Copies of ID (in original hard copy) to:

NCC Completed Forms
PO Box 10091 Adelaide BC
SA, 5000

What Does The Certifying Person Need to Do?

The Certifying Person must:

• write on the copy "This is a true copy of the original documents sighted by me";
• sign and print their name;
• provide a contact telephone number;
• state their profession or occupation group;
• write on the copy the date certified
• list the appropriate registration number; and
• affix the official stamp or seal of the certifier's organisation on the copy (if available).

Photocopies of previously certified documents will not be accepted.

Only National Crime Check’s internal compliance and verification staff will be able to view your ID. The ID is 100% secure.

The ID is being used solely to verify your proof of identity requirements as part of your police check application.

Upon successful lodgement of your police check information, National Crime Check will securely purge your ID and will no longer be accessed.

We value your privacy and want to protect your identity at all times. Sending ID via email is not as secure as submitting the ID via our security encrypted website. All of your personal information is secure via the InstantID technology which is safer and more secure than scan to email.

The InstantID technology is a cutting edge verification tool that will perform a facial recognition match of your face with the picture shown on your driver’s license and/or passport. This is how we can be assured that you are the person who is the true owner of the ID.