VOI & CAF AT AUSTRALIA POST

[Emilytrotman]

I am having the MOST trouble getting VOIs and CAFs done through Australia Post. 

We are in a regional area not serviced by other VOI agents. I get a phone call from my client on almost every VOI stating that Australia Post will not sign the CAF, does not know how to sign the CAF or will not load the CAF with the VOI report. In some cases I have had Aust Post verify a clients identity using a boat licence and a medicare card - no birth certificate and no passport.

I have just this morning spoken to an Australia Post employee who flat out REFUSED to sign the CAF as she had never seen it nor heard of it. The branch was an active Land Titles Identity verifier. The VOI was completed but not the CAF.

If we are expected to be completely electronic in the coming months/year - PEXA/LRS/ARNECC need to ensure that the systems are in place and the authorised agents are properly trained. It becomes very frustrating to the client when they have to go back a second or third time to have the procedure correctly undertaken at a cost.

[PeterUnkles · Accepted solution]

Hi Emily,

Nice to talk to you.

Confirming that our outlets should absolutely be witnessing Client Authorisation Forms if it is presented at the time of the VOI.  We will speak with the outlets in question and remind them of our expectations regarding CAF documents.

If you do have any other issues with VOI at Australia Post, please don’t hesitate to contact me directly, or our operations team who can liaise with the outlet in question and your customer if required.

The contact details for our Operation Team is:  email or they can be contacted on 1300 364 543.

Peter

email

[jgusew]

 @Emilytrotman Nice post Emily. 

This was routinely our experience at the start as well. What helps is on the form - we instruct our client to show the AUS Post officer item 6 where it mentions about the CAF. Since doing that, we rarely have an issue. 

Kind Regards, Jgusew

[DMc]

Hi @PeterUnkles

Why not have the VOI provider (AusPost) additionally upload (at least a copy of) the witnessed CAF to the Filebound portal system, for secure digital delivery?

[DMc]

Thanks for listening @PeterUnkles! 

Received my FIRST ever Auspost witnessed CAF with LTIDVF via FileBound today!

[PeterUnkles]

Hi DMc,

Thankyou for reaching out! 

Confirming that Client Authorisation Forms will always be scanned along with Identity documents and presented into our document portal (FileBound) when the customer (buyer / seller) presents the CAF at the time of VOI.  If the CAF form isn't presented at time of VOI, we will still perform the VOI but assume the practitioner will deal with the CAF separately.

Again, if you do have any challenges with Australia Post VOI service, please don't hesitate to contact me directly, or our operations team who can liaise with our retail outlets and your customer if required.

The contact details for our Operation Team is:  email or they can be contacted on 1300 364 543.

Pete.

[DMc]

Cheers Peter. 

Thanks for clarifying the new position.

Since previously the CAF -even when witnessed by Auspost staff, had always gone separately @ least for all my clients in WA.

[jgusew]

@PeterUnkles What a conicidence - Just hopped off the phone with Armadale Post Office.

They dont do CAF's - havent seen them before - ours was the first one and they believe theres no facility to scan it with the VOI. When i mentioned Item 6 on the form - oh yeah thats witnessing them - not scanning them in. In fact, they had a lady right there doing a voi - they were scanning it in and couldnt see a way to add a CAF.

I also pointed out, it looks like it wasnt scanned in the first place, its a photo of the form and identity documents...i can see the desk in the background, she continued saying she cannot see how to scan it in.

Can you please give us a call to help us out with this one Peter?

0396082106. Thanks.

[DMc]

@jgusew in case of use, Subiaco WA Branch was able to work out how to add the CAF for 2 of my clients.  Good luck!

BTW clients receipt refers to providing feedback on auspost.com.au/myvisit

[PeterUnkles]

Hi Jgusew,

I've passed on your contact details to our Operations team, please expect a call from them shortly to resolve quickly.

Pete.