How do I verify a client is who they say they are?

Assisting a client in an expeditious matter is always a priority, but we also have an obligation to protect their personal information.

When assisting any caller, you are free to give any information that is general: information that is available on CaRMS.ca, what information goes where in the application, how to use the product etc.

When a caller is asking for specific information about their account (document verification, CaRMS Ids, program applications, invoices etc.) you are required to verify them as the account holder.

To properly verify any user you must ensure that they have answered any three (3) of the following list of acceptable verification questions:

Date of birth

Postal code on account

Any of the three (3) security questions on their account

Any of the three (3) security questions on their account

Any of the three (3) security questions on their account

MCC code

Email on account

Last payment made to CaRMS

Any program they applied to last year

Match result

Two (2) applicants for which a reference letter was submitted (for referees)

Last browser used to log in to COL

Phone number on account

Regarding security questions -- if the user gets a security question wrong, you MUST ask them the other two and they MUST get both correct. If they do not, you can direct them where they can review their security questions and advise how they can update them.