Help & Support Resources

Explore the frequently asked questions and help articles listed below or contact our support team if you need some extra help.

Frequently Asked Questions

Our turnaround times on our website reflect 30 minutes unless referred. Additionally, we state that *If your check has been referred to the police, it will be manually coordinated to ensure an accurate match. In most cases, results take between 1–10 business days or in some cases longer. View more information here

Unfortunately, no ACIC accredited service organisation is able to influence the turnaround times of the National Police Checking Service (NPCS) or related police agencies.

Please refer to the product description for time frames for your specific check. If you have any questions about turnaround times, please call our support team on: 08 6466 3194 WST Monday to Friday 08:00–17:00.

To verify your identity, we accept a wide range of identification documents (in colour).  See the Identification Documents list.

You will be required to upload a selfie from an electronic device to verify your identification documents that you have uploaded. Please provide the document or licence for each specific check you need.

You can use any electronic device with a camera to take a passport-style colour photo of yourself holding a piece of paper with CITED written on it.

By asking you to take a selfie showing you holding a piece of paper with CITED written on it we can be sure that someone hasn’t copied your image without your knowledge from social media sites.

We ask for a selfie as it reduces the risk of someone trying to fraudulently use your documents. Identity crime is rife in Australia, with an annual cost of $2.2 billion. By asking you to take a selfie showing you holding a piece of paper with CITED written on it we can be sure that someone hasn’t copied your image without your knowledge from social media sites.

This is another way Cited protects you and your information.

A 100-point identity check confirms an individual’s identity by sighting ID documents (in colour) to a combined minimum of 100 points.

From 1 July 2018 the ACIC no longer uses 100 points for police check purposes

See the full list of identification documents.

Approximately 70% of checks results are returned almost instantaneously. If you did not receive an instant result, your check may take up to 10 business days. See more information here.

If you did not receive an instant result, your check may take up to 10 business days as the National Police Checking Service (NPCS) use a matching algorithm based on name and date of birth and when there are other individuals with the same (or similar) name and date of birth, they refer to at least one police agency in order to ensure that your correct result is returned.

Please note that we are unable to follow up with NPCS on checks until they have been pending for at least 10 business days.

The credit card processing fee is set at a flat 1.5% of the payment amount, including applicable GST.

You will receive a Cited National Police Check certificate. If you have no police history, the results will show ‘No disclosable court outcomes’. If you do have police history, your result will show ‘Disclosable court outcomes’.

Your disclosable police history will be listed on the check and may include:

  • Charges
  • Court convictions, including penalties and sentences
  • Findings of guilt with no conviction
  • Court appearances
  • Good behaviour bonds or other court orders
  • Matters awaiting court hearing
  • Traffic offences

If you did not receive an instant result, your check may take up to 10 business days as the National Police Checking Service (NPCS) use a matching algorithm based on name and date of birth and when there are other individuals with the same (or similar) name and date of birth, they refer to at least one police agency in order to ensure that your correct result is returned. See more information here

Please note that we are unable to follow up with NPCS on checks until they have been pending for at least 10 business days.

Disclosable court outcomes may include:

  • Charges
  • Court convictions, including penalties and sentences
  • Findings of guilt with no conviction
  • Court appearances
  • Good behaviour bonds or other court orders
  • Matters awaiting court hearing
  • Traffic offences

The type of police history information that is released depends on the purpose and category of the police check and any relevant spent conviction legislation or information release policies by which Police agencies are bound.

Unfortunately, the NPCS (National Police Checking Service) may take up to 10 business days or longer to return a result as NPCS use a matching algorithm based on name and date of birth and when there are other individuals with the same (or similar) name and date of birth, they refer to at least one police agency to ensure that your correct result is returned. Click here for more information.

Further to this, there are many reasons as to why some checks take longer than others to process. These reasons may include:

  • The individual having a common name, or a name that matches with many potential Persons of Interest on policing systems
  • The individual having old police history information (PHI) that requires manual collection and processing of hardcopy records
  • The relevant police agency having inaccurate or incomplete records which need to be investigated properly before the check can be finalised
  • Transferring information between the various state and territory police agencies before the information can be vetted and/or released
  • Workloads within each police agency.

The NPCS completes around 70% of police checks within minutes, providing a result back to the submitting agency. The remaining 30% of checks are referred to one or more police agencies for manual processing. Further to this, the NPCS aims to complete 95% of those referred checks within 10 business days from the date they are submitted.

We accept Visa, MasterCard and PayPal.

Our website is hosted in Australia on a secure and accredited platform. As part of our due diligence, we maintain a strict policy of updating and testing our security technology on an ongoing basis.

To protect the privacy of data and personal information we collect, we maintain physical, technical and administrative safeguards. For further information, see our privacy policy.

Our payment gateway is protected by the highest security standards and following industry best practice. We use 256-bit SSL (Secure Sockets Layer) encryption.

No, as the Department of Immigration will only accept checks conducted by the AFP, however the information we provide is the same information taken by the Australian Federal Police. For more information, please check the AFP website.

Yes, because Cited is accredited by the Australian Criminal Intelligence Commission (ACIC).

From 1 July 2018 the ACIC has changed the name of Police checks. When you request a Police Check the result document you receive will be titled Nationally Coordinated Criminal History Check (NCCHC).

No. Only accredited businesses can contact the NPCS.

Yes. If you believe your result is incorrect, please contact us.

You can contact us via online chat, email and call us Mon–Fri AWST 8am–5pm. For more information, see our contact us page.

Cited will pass on information you provide (such as names, addresses and copies of identification documents) to Commonwealth and State government departments via the Australian Government Document Verification Service (DVS).

DVS will send information, using a secure line, to the issuers of the identification documents where an automated check of that data will verify whether the information provided matches the information held by the issuer. The issuer sends an automatic response via DVS to confirm or deny whether the details match the database records it holds.

All National Police Check results and information will be kept for 12 months only.

We are an Australian company, with dedicated support teams in Perth and Melbourne.

If someone has shared a check with you (hardcopy or digital) you can find the link in the results. Use the link to access the original and secure results document.

Sign in/sign up and select the completed check you would like to share with the organisation. Select the organisation button and enter the code you have been provided.

You can create an account by providing an organisation name, ABN, address and your contact details.

Please contact our support team on: (08) 6466 3194. Alternatively, you can email us on: support@cited.com.au.

On the payment page of a check, a voucher code field will be shown where you will need to enter your code.

Click on the email notification or sign into your account and the dashboard will guide you through the approval process.

An organisation can create an organisation code or invite users to complete a check and the results will be automatically shared with the organisation.

Bright People Technologies Pty Ltd is an Australian software company established in 1998. Bright is an expert provider of workforce management, verification, compliance, travel and accommodation technologies. Visit the website here.

Cited is a national background checking service and compliance tracking platform developed by Bright People Technologies Pty Ltd.