Payment-change call checklist
One page for the person who takes the call. Print it, pin it by the phone, or save it as a PDF for your procedures folder. No sign-up.
A caller wants to change where the money goes
- 01Pause the request and end the incoming call.
- 02Call the client on a number established independently before the request and recorded on their file. Don't use a new number supplied with the request.
- 03If the number on file is missing, was recently changed, or is disputed, don't proceed on this call. Escalate it through a separate process.
- 04On the call-back, ask the client to state the recipient, amount, destination account and reason for the change themselves. Confirm authority through your firm's separate process.
- 05Have a second person review the evidence under your firm's approval process. If you work alone, keep the request paused and use your agreed licensee or principal escalation route.
- 06If funds may already have gone astray, contact the relevant bank straight away, keep the evidence, and report through the appropriate channels.
Keep the change paused if anything remains unresolved. Completing a call-back does not by itself authorise a change or payment.
Write down
- How the request arrived, and exactly what was asked for
- The number you called back on, and where that number came from
- The checks you did, and anything left unresolved
- Who reviewed or approved it, and the outcome
Suggested checklist from Vericode, informed by public guidance. No regulator, licensee or association endorsement is claimed. This is not their procedure and does not replace your procedures or legal obligations. This checklist does not verify identity, authority or destination-account ownership, and a call-back alone does not establish them. Never ask anyone to disclose passwords or bank, lender, login or payment-authorisation codes. General information only, not legal or financial advice. vericode.com.au
Full guide with sourcesAn owner calls to change the account their rent goes to
- 01Pause the change and end the incoming call. If a payment is due before the concern is resolved, escalate promptly to the principal or licensee in charge.
- 02Call the owner on a number established independently before the request and recorded on their file. Don't use a new number supplied with the request.
- 03If the number on file is missing, was recently changed, or is disputed, or contact details are changing alongside bank details, keep the change paused and escalate through a separate process.
- 04On the call-back, ask the owner to state the new account details and the reason for the change themselves.
- 05Keep checking the request, entering details and authorising payment separate under your agency's approval process. Confirm the caller's authority through a separate process and obtain the withdrawal authorisation required by the trust account rules that apply to your agency. Keep the change paused until required checks and approvals are complete.
- 06If you suspect fraud and details have already been changed or rent has been sent, escalate immediately, contact the bank, preserve the evidence and review potentially affected email accounts.
Keep the change paused if anything remains unresolved. Completing a call-back does not by itself authorise a change or payment.
Write down
- How the request arrived, and exactly what was asked for
- The number you called back on, and where that number came from
- The checks you did, and anything left unresolved
- Who reviewed or approved it, and the outcome
Suggested checklist from Vericode, informed by public guidance. No regulator, licensee or association endorsement is claimed. This is not their procedure and does not replace your procedures or legal obligations. This checklist does not verify identity, authority or destination-account ownership, and a call-back alone does not establish them. Never ask anyone to disclose passwords or bank, lender, login or payment-authorisation codes. General information only, not legal or financial advice. vericode.com.au
Full guide with sources