Verify customers before you help
Confirm identity before changing details, sharing information or moving money.
Before you start
Three habits to remember
Read these, then answer 10 short workplace scenarios.
Before discussing or changing an account, confirm the person is the customer, using your organisation’s identity checks.
Be especially careful with requests to change contact details, bank details or passwords, which are common steps in fraud.
Never let urgency, anger or a sad story skip the check. If something feels wrong, escalate.
Write down your organisation’s identity check steps for phone and email requests.
Optional. Don’t enter passwords, client records or other private details here.10 questions · about 10 minutes · no timer. Get 8 or more right (80%) to earn your certificate. Every answer comes with an explanation, and you can try again as often as you like.
Your certificate
A4 portrait. For a clean PDF, turn off browser headers and footers in the print dialog.
How to use it
- Read the practical notes.
- Answer one scenario at a time and review the explanation.
- Pass the quiz, add your name and print a certificate.
Your data
Your name, progress and certificates stay in this browser. Export a backup before moving devices. Nothing is sent automatically to a trainer.
Frequently asked questions
Is this an accredited qualification?
No. Certificates record self-directed learning with an 80% pass mark. They are not identity checks or proof of workplace compliance.
Can I retry a quiz?
Yes. Review the explanations and start another attempt. Previously issued certificates stay in your learning record.
Can someone verify a certificate online?
The unique reference identifies your local record. NovaSoft does not keep a public verification register.
Sources
Sources and further learning
- OAIC: Protecting customers’ personal information (opens a new tab)
- ASD: Learn about account compromise (opens a new tab)
- Scamwatch: Phone scams (opens a new tab)
Guidance checked 3 November 2026. Original fictional practice scenarios by NovaSoft. General education; follow your organisation’s procedures where applicable.
Your learning record
Records stay in this browser. Download and send your certificate yourself if a client, employer or trainer asks for it.
Your progress belongs to you
Your name, quiz answers and certificates save on this device. Nothing is sent to NovaSoft or your trainer. Backups and certificates contain the name you enter; keep them somewhere suitable. Deleting here cannot remove downloaded files.