FAQs

 

Where is my check?

Please head to https://check.cleartowork.com.au/site/login to check the status of your police check application.

If you have any questions regarding your application status, please email info@cleartowork.com.au where our team will be happy to assist you.

 

Action states ‘Continue check’

If you have this status on your account, your check application is not yet complete.

You will need to login and complete your application in full before it will come through to our for verification and be submitted to the relevant government body (ACIC or AFP).

Please head to https://check.cleartowork.com.au/site/login to continue with your application.

 

No further action

This status can mean several things.

Your application is pending verification by our team, and this will be reviewed for you shortly.

We may have requested further information from you. Please check your inbox to see if there are any emails from Clear to Work where we have reached out.

Is there ID denied on your application? Please click the red resubmit button to resubmit the outstanding required ID.

Please email info@cleartowork.com.au should you have any questions or require assistance.

 

Internal error

If you have received this error, you have been locked out of the Document verification service from verifying your ID. Applicants are locked out after 3 unsuccessful attempts. This is a security measure we implement.

Please email info@cleartowork.com.au and our team can assist you.

 

I can’t remember my password

Please head to the site https://check.cleartowork.com.au/site/login

There is a password reset option available on the login page. Please ensure to check your spam for the reset email in case this does not come through to your main inbox.

 

No such email is coming up

There may be a spelling mistake in your email address registered with us. Please contact us at info@cleartowork.com.au, providing your full name and the correct email address and our team can rectify this for you.

 

ID denied

An automated email notification would have been issued advising that the check requires attention. It’s very possible that this may have gone to a spam folder. We have been advised that Gmail, Hotmail, and other email addresses tend to move automated emails directly to spam. Please also note that any firewalls on your email may block automated emails.


Please login to https://check.cleartowork.com.au/site/login and click on the red Resubmit Document button to resubmit the outstanding documentation in order to finalize your check.

Please do not hesitate to contact us should you require assistance

 

Asking for payment upfront

Our police check application process is a 5 step process, of which Step 2 requires payment. This is an industry standard for online police check companies. By paying upfront you are paying to upload your ID onto a secure platform, and you are agreeing to our Terms and Conditions for the use of our site. This means that your personal information is held securely. 

 

How long does it take to process my check?

Please be directed to our site, https://check.cleartowork.com.au/DeliveryTime for information surrounding delivery times.

Just a Friendly reminder, we have no control over the turnaround time of a police check. It can take anywhere between from 1 hour to 20 business days.

Once submitted to the National Police Checking Service or Australian Federal Police, Clear to Work has no control over how long a check takes to process, nor can we expedite the process.

Processing time for an AFP National Police Check issued by the Australian Federal Police is approximately 15 – 20+ business days. Please be aware that the Australian Federal Police may need to seek information from other police jurisdictions, resulting in a longer processing time

While 95% of checks are processed within 10 business days, there are a couple of reasons why some checks can take longer. These can include but are not limited to:

  • Applicants having a common name or a name that matches with many potential ‘Persons of Interest’ on policing systems
  • Applicants having old police information 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

 

For how long is a police check valid?

The police check is a ‘point in time’ check, meaning that the results only reflect police records up to the date that the check result is received. There is no standard time frame that the check is valid for. The organisation/company that requires your check will determine the expiry date and if they require a new one.

 

What is a police check?

A Nationally Coordinated Criminal History Check (NCCHC) is a summary of your offender history in Australia. If your check is required for ACT or Commonwealth reasons, we recommend an Australian Federal Police check.

An NCCHC is also known as

  • Police check certificate
  • National Criminal History Check
  • National Criminal Record
  • National Criminal Record Check

 

What information is contained on a National Police History Check?

Clear to Work does not process the checks so we are unable to advise what should or should not appear on your check result.

Check applications are received and verified by Clear to Work and then are submitted/processed and issued by the National Police Checking Service.

Australian police agencies are responsible for administering disclosure schemes. When doing so, they consider the Accredited Body, type, category and purpose of the check. A check results report may include:

  • charges;
  • Court convictions;
  • findings of guilt with no conviction;
  • Court appearances;
  • good behaviour bonds or other Court orders;
  • pending matters awaiting Court hearing;
  • traffic offence history; or
  • warnings and warrants

Certain convictions, such as spent or juvenile convictions, may not be disclosed.

A finding of guilt will not expire and will not be removed from your record. However, it may be hidden from your record if it is spent. if you believe your conviction should be spent – please head to https://check.cleartowork.com.au/GI  for information surrounding spent convictions

 

How do I get a police check?

The application process is 100% online. Click here to get started https://check.cleartowork.com.au/

  1. Start Enter:
  • Full legal name
  • Date of birth
  • Contact details
  1. Payment Pay using a debit or credit card using our secure system.
  2. Additional Details Enter any previous name you may have used and required years of address history.
  3. Verify ID Upload or use mobile link to provide a photo of yourself holding photo ID for the selfie requirement. Use photos to upload or the mobile link to provide the necessary ID to meet the identification requirements of the check. Any ID in a previous name must be supported with accepted change of name documentation.
  4. Finish Sign on the screen using your mouse and press the submit button.

Please email our team at info@cleartowork.com.au should you require any assistance with the application process. We’re happy to help.

 

How long does Clear to Work keep police check results for?

All check results are available to the applicant for a period of three (3) months. This is for both NCCHC results and Australian Federal Police check results. After this time, should you need a police check result, a new police check application will be required.

 

Working with Children (WWC) Clearances

Please be aware that Clear to Work do not offer or provide WWC clearances.

 

Is the NCCHC the same as an AFP check?

No, these are different types of checks issued by different governing bodies. Before ordering a National Police History Check or Federal Police Check, Clear to Work highly recommends consulting with the relevant industry body, organisation or employer to determine the type of check they will accept.

Applicants must ensure they are purchasing the correct police check. CTW does not offer a refund to persons who have purchased the wrong type of police check.

 

How much does a police check cost?

Clear to Work strives to offer the most cost-effective police check on the market. Please head to https://check.cleartowork.com.au/ for our most up-to-date pricing

 

Can I dispute my check result?

If you wish to lodge a dispute of your check result (based on your belief that your result is incorrect), please email info@cleartowork.com.au and our team can provide you information and guidance regarding the dispute process.

 

How do I get my result/certificate?

You will receive an email and text notification once the NCCHC or Australian Federal Police Check result is completed, returned and is available for download on your account.

Please note, due to privacy and security, Clear to Work does not post or email out check results.

 

Can I get a refund?

Please refer to our refund policy on our site at https://check.cleartowork.com.au/refund

If you wish to apply for a refund, please contact the team at info@cleartowork.com.au

All refunds incur a $9.50 administrative fee as per our refund policy.  

 

What police check types are not available through Clear to Work?

Please head to https://check.cleartowork.com.au/exclusions to review the types of checks Clear to Work are unable to process

This is not an exhaustive list as government regulations change constantly. This list is subject to change at any time without notice. Please check with the government department to whom you are applying.