In short

If your business or organisation needs to verify customer information (such as age, identity, authority to drive or other details), your customer can use the Service Queensland app to present their information to you.

Under Queensland law, if you're required to produce a physical card, you can use your equivalent digital credential from your Service Queensland app.

Getting the Verifier for Digital Licence app

The Verifier for Digital Licence app is a standalone app developed to scan the Service Queensland app and other QR codes that are ISO-compliant digital licences.

Download the verifier app

The app is free to download from the Google and Apple app stores. You don't need a log in to use the verifier app.

How to verify your customer’s information

There are 2 ways you can verify a customer's information when they use the Service Queensland app.

You can:

• digitally scan their Service Queensland app
• get a PDF of their information.

For low-risk transactions, you can visually check a customer's Service Queensland app. It is recommended that you use scanning or the PDF export.

You can’t take possession of their mobile phone, unless authorised by law.

If you suspect a customer's app is fake, follow your business processes for customers presenting false ID—you must not seize the person’s mobile phone.

Scan app to app

The safest and most secure way to verify your customer’s information is to scan their Service Queensland app using:

• your Service Queensland app
• the Verifier for Digital Licence app
• a compatible third-party app.

How to scan app to app

1. Select Scan QR in your app
2. Select the information you need from your customer. A list of credentials and information bundles will appear—choose the one you need
3. Select if you're going to retain the customer's information after you scan it
4. Select Scan QR
5. Scan the customer's QR code they present from their app (they use Share QR to do this)
6. The customer will be notified what information you have asked for and if you will be retaining their information
7. If they consent, your app will receive their information requested from the scan.

The information you have asked for will be presented on your app.

You can then use it to verify information they have provided or retain it in a separate system.

Getting a PDF of your customer's information

The Service Queensland app allows your customer to export their information as a PDF document. This document contains all the information on a physical credential, including name, date of birth, licence number and address.

How to get a copy of your customers shared PDF

You can ask the customer to use their app to share their credentials as a PDF, as needed.

Your customer can transfer the PDF document to you using SMS, email or any other native sharing function on their device.

Check the timestamp on the shared PDF

Make sure to check the information provided to you in the shared PDF with your customer’s Service Queensland app.

At the top of the PDF, directly above the customer's photo, there's a line stating when the document was generated and digitally signed, with a date and time. This date and time is when the customer onboarded, securely reset, or last changed information within the app.

The PDF timestamp doesn’t update when the customer selects the share PDF option, which means it could be a date or time that isn't recent.

Validating the PDF

PDF documents shared from the Service Queensland app are signed using a secure electronic certificate.

This signature can be validated to ensure the PDF provided by the customer is legitimate and from the original creator of the PDF. The original creator is the Department of Transport and Main Roads.

You will need to complete some steps to validate the PDF is genuine. You only need to go through these steps once, and you will then be able to validate all Service Queensland app PDFs.

If you encounter an altered PDF, follow your usual business processes for customers using a false ID.

Before you open the PDF

• Open Adobe Acrobat Reader.
• Click Menu in the top left corner, and then Preferences.
• In the window that appears, select Trust Manager.
• In the main window, the third option will be Automatic Adobe Approved Trust List (AATL updates).
• In this box, ensure Load trusted certificates from an Adobe AATL server is ticked, and click Update Now.
• In a few moments, a window will come up saying Security settings have been successfully updated.
• Click OK in the bottom right corner.
• In the left column, select Signatures.
• In the main window, you will see a box titled Verification.
• Click the More... button in that box.
• At the top, tick the box next to Verify signatures when the document is opened.
• Click OK, and then OK again.

Next step: when you open the PDF

• The PDF will open and load in a few moments, a blue bar will appear at the top of the screen that says Signed and all signatures are valid.
• In the blue bar, click Signature Panel.
• The Signatures panel that appears will show Rev. 1: Signed by Department of Transport and Main Roads dlpki@qld.gov.au.
• This means the PDF is a valid export of a customer's driver licence, marine licence or photo identification card.

If you want to integrate information shared from the app into your existing systems contact servicequeenslandapp@tmr.qld.gov.au.

Retaining your customers' information

As part of your business processes, you may need to keep and store information presented to you by a customer. The PDF export in the Service Queensland app meets this need.

If you digitally scan a customer's app, you must let the customer know if you'll need to retain their information. They may ask how their information will be managed, and to see your privacy policy.

If you scan using the Service Queensland app or Verifier for Digital Licence app, the customers shared information can’t be retained.

Visual check in the app

You can visually check your customer's information by asking them to show you their Service Queensland app information you need to verify.

You should only use a visual check for low-risk verification. It's the quickest method of checking your customer's licence or age, but the other sharing options are more secure.

Making sure the app is current and genuine

The Service Queensland app contains visual features to help you identify that it's current and genuine.

These features should appear on the customer's digital credential. If they're not present, or if you have any concerns, you should digitally verify the customer’s digital credential.

'Information was refreshed online' date and time

• This is displayed beneath the user's picture and shows the last date and time that the app was opened and updated.
• The app updates every time it's opened, if data service is available.
• If you know data service is available where you are, you can ask a customer to refresh their app. To do this, have them return to the Service Queensland app home screen and refresh the app by pulling down on the screen of their device. This should update their information, and the 'Information was refreshed online' date and time should become current. The customer will also need to ensure they have data enabled in their settings for the Service Queensland app.
• If they can’t return to the home screen, you may be looking at a fake ID and not the live, genuine Service Queensland app.

Moving Queensland Government crest

• A light grey version of the Queensland Government crest should be displayed behind the user's information and be pulsing (regularly changing in size between larger and smaller).
• If this image is not moving, you're looking at a fake ID and not the live, genuine Service Queensland app.

Ability to scroll and see information

• Not all customer information will display on a single screen on a device.
• The user should be able to scroll up and down within the credential screen to show you all fields are present.