The Clients screen
The Clients Screen is currently in closed beta. If you would like access, please reach out to gain access.
The fields shown in onboarding are based on AUSTRAC's onboarding forms, current as at 29 January 2026. AML/CTF requirements are evolving, so confirm current obligations and seek legal or compliance advice if you're unsure what applies to your firm.
Client Onboarding is where you capture the information your firm needs for Customer Due Diligence (CDD) under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). It's a four-page wizard that supports every client type your firm can onboard: Individual, Sole Trader, Company, Trust, SMSF, Partnership, Association (Unincorporated), and Government Body.
Contents
Navigation
| From the Main Toolbar, select Clients. | |
| Select Start. |
How to add a Client
- On the clients screen, select Adding a client or group of clients, click Start.
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On the Add Client screen, select the client type, then click Next.
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On the Details screen, enter the details of the client, including the name, address, ABN/ACN or date of birth depending on the entity selected.
For Groups, enter the name, colour and the user assigned to them. This user must be invited to Firm Verify to be selected.
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On the Assignment screen, toggle on whether the client is a pre-commencement client or currently has an active service engagement, add the client to a pre-existing group, add custom labels and the user assigned to the client. This user must be invited to Firm Verify to be selected.
For Groups, this will the add entities screen. Click add entity and select any pre-existing client entered into Firm Verify. If the client has not been created in Firm Verify, begin typing the name of the client. Click Add new
then enter the client's details into Firm Verify.
Once all relevant details have been entered, click Save.
Updating client information
The Details of a client can be adjusted by clicking Edit on the section with the relevant fields that need to be updated.
1. Personal / entity details
The Personal Details tab includes the Name and registration details of the client.
Individuals and sole traders
Individuals includes the following three areas of information:
- Name - title, full name, any other name the client goes by, trading name, and a link showing how many times the name has changed on record.
- Identity - date of birth (shown masked, e.g. XX/XX/1950), occupation, nationality, place of birth, and nature of business.
- Tax & legal - tax file number (masked for everyone except authorised roles) and ABN (for sole traders).
Any field with no data recorded is hidden or shown as "not provided" rather than left blank.
Companies and other entities
Companies and other entities includes the following three areas of information:
- Name - the registered company name and any other trading names or acronyms.
- Registration - ACN, ABN, and any other identifiers you've added (for example TFN, NZBN, or a foreign company number). You can add or remove identifier rows as needed.
- Governance & Authority - whether the entity is registered with ASIC or another body, regulated (and by whom), controlled by a government body, or a strata or community association.
Groups
- Details - Includes the group name, the colour selected and a description of the group.
- Assigned Staff - The staff member from your firm assigned to the group
Changing a legal name
Legal name is treated differently from every other field. Instead of updating the live record straight away, changing it creates a change request that needs a reason, a supporting document, and approval before the name updates. You'll see a "Change request submitted" message, and the name shown on the record won't change until the request is approved.
2. Contact details
This screen displays where and how to reach the client.
Individuals and sole traders
- Address - residential address, and a business address if applicable.
- Contact - email and mobile number (Australian or international, including country code).
Companies and other entities
- Address - business address, and a registered office address. There's a "Same as Business Address" checkbox, leave it ticked and the registered office address will always match the business address; untick it to set a different one.
- Contact - email and phone number (Australian or international, including country code).
3. Group & assignment
This screen brings together the administrative details around a client record:
- Client group - the group the client belongs to, shown as a link through to the group record.
- Assigned staff - the staff member primarily responsible for the client, flagged with a "Primary" badge.
- Review schedule - when the client's next review is due (shown in amber within 30 days, red with a warning icon if overdue) and when it was last reviewed.
- Internal notes - free-text notes for your team only; these are never shown to the client.
- Labels - custom tags you can add to a client record using the "+ Add label" button.
4. Services to provide
This panel shows the client's current status against two indicators:
| Status row | What it means |
|---|---|
| Pre-commencement | Shows as "Pre-commencement" once onboarding is saved but not yet started, "Complete" once onboarding is finished, or "Not set" if it hasn't been recorded yet. This can't be edited directly from this panel, go to Onboarding to progress it. |
| Service engagement | Shows as "Engaged" once services are live, "Not engaged" if the client is still in pre-commencement or has no active services, or "Not set" if it wasn't recorded when the client was added. |
Why can't I toggle a service?
While a client is in pre-commencement, the individual service toggles in the Services selected card are locked, with a note explaining that they'll unlock once onboarding is approved. Once the client is active, you manage engagement per service using those toggles.
Relationships - Groups only
This screen shows which other entities are attached to the group.
- Add Entity - Add a new or previously created entity in FirmVerify to the group.
- Relationship - Add the type of relationship the contact has with the group or other entities.
What the statuses mean
| Status | Meaning |
|---|---|
| Prospect | Onboarding is in progress; you can keep editing and saving for later. |
| Precommencement | Same as Prospect, but flagged as precommencement (set when the client was first added). |
| Active | Onboarding is complete. You can now start CDD from the client's record. |
| Review Onboarding | Sent to a reviewer for approval. Editing is locked until the review is complete. |
While a client is at Prospect or Precommencement, you can edit or delete the record. Once it's Active or in Review Onboarding, editing and deleting are locked.
Frequently asked questions
Do I need to upload documents before I can finish onboarding?
No. Documents are optional at every stage and won't stop you from generating the record.
Can I change the client's type partway through onboarding?
No. The client type is locked once onboarding starts. To change it, update it from the client's record before starting onboarding again.
Why can't I select a service on the last step?
The services list comes from Risk Assessment. If nothing's been configured there, the list will be empty until you add at least one service.
How do I delete a client?
A client can be deleted by clicking the actions button on the client , then select Archive.
Click Yes, Archive on the confirmation screen to remove the client from the clients list.