NAB rolls out encrypted mobile ID checks in Queensland

NAB has introduced encrypted digital identity verification at selected branches in Queensland, saying it is the first bank in Australia to announce an in-branch service of this kind.

The service lets customers share information from a Queensland mobile driver licence directly with a banker through their device, without manual data entry or physical identity documents. Customers open the digital licence, review the information request and approve the transfer. The details are then sent directly to NAB through an automated exchange.

The rollout begins in Queensland, the first state in Australia to offer a mobile driver licence using an encryption standard that meets the bank's technical and security requirements. NAB plans to extend the service to other states as compatible systems become available.

Identity fraud and scams are a growing concern for banks as criminals make greater use of digital tools and artificial intelligence. Financial institutions have been under pressure to strengthen checks while reducing friction for customers opening accounts or updating records.

Customers will still be able to verify their identity with physical documents at branches. The digital option will be available in selected Queensland locations.

The system uses the Queensland Government digital driver licence app and the ISO/IEC 18013-5 standard for device-to-device information transfer. The standard is designed to support direct sharing of verified licence data between a customer's phone and a relying party.

The move adds to existing identity measures at the bank, including a biometric feature known as Take a Selfie, which is used during onboarding to confirm that a customer matches their identity document.

Claire Righetti, Executive, Onboarding & Identity Management, NAB, said the change was intended to improve convenience and security for customers.

"We're making it easier and safer for our customers and harder for would-be criminals," Righetti said.

"With just a few taps, customers can share tamper-proof, verifiable credentials directly from their mobile device, which is more secure and faster than manual data entry or using physical documents.

"Introducing simpler and more secure ways for customers to verify their identity is an important part of improving the banking experience."

NAB described the launch as part of a broader response to fraud risks linked to identity theft. Banks typically rely on a mix of document checks, database matching and biometric verification to establish that a customer is who they claim to be, but those systems have come under strain as scam methods evolve.

Si Phan, Head of Identity Management, NAB, said the bank viewed digital identity tools as one way to respond.

"The threat environment is constantly changing, which means we need to continually innovate to protect our customers," Phan said.

"We know identity theft is often the first step criminals use to carry out scams and fraud, so adopting digital identity technology gives our customers an easier way to verify their identity and helps us protect them and the financial system from increasingly sophisticated threats.

"We look forward to working with the states and relevant authorities to expand the use of this technology so more customers can benefit in more ways."

The use of state-issued digital credentials in banking remains uneven across Australia because each jurisdiction is moving at a different pace on technical standards and interoperability. As a result, national banks have had to take a state-by-state approach when introducing services that depend on verified mobile identity documents.

For NAB, the Queensland launch offers an early test of whether customers will adopt direct mobile credential sharing in branch settings. It also signals how banks may begin incorporating government-issued digital identity documents into routine customer checks as fraud controls tighten.

Customers in branches that do not yet offer the service, or who prefer not to use a mobile licence, will continue to have access to traditional document-based verification.