AML FAQ for Agents (Australia)

All AML links, guides, fees and FAQs in one place:
https://aml-info.app-prop.tech/

Answers to the questions agents ask most about AML in Australia. Can't find your answer? Contact the @realty Support Team on 1300 299 377 or support@atrealty.com.au.

The AML process

What's the AML process for a listing or sale?

Add everyone on the title as contacts in the CRM. Create the AML deal from the CRM and pay. Open the AMLHub app and answer every question, ideally while you're with your client. Then tap Handover. Full steps: Completing an AMLHub Deal: CRM to App to Handover.

When do I verify the seller, and when the buyer?

Sellers: before the listing authority is signed. The CRM won't let you market the property until the seller is verified.
Buyers: as soon as the offer is accepted.

Do I answer the AML questions, or does Support?

You do. It's legally your responsibility to establish who your client is and how the deal is structured: title, trusts, companies and directors. Support can help with the CRM and the app, but can't complete deals for you.

What does the CRM send to AMLHub?

Only contact details: name, email, phone and property address. You answer everything else in the app.

Everyone shows as verified. Do I still need to hand over?

Yes. Tap Handover. The deal isn't complete until you do.

Turnaround times and getting help

How long does verification take?

Times are counted from when you tap Handover. Standard deals (about 80%) are verified within 1 business day. Complex deals, such as company directors or multiple entities, take up to 3 business days. Red-flag deals need a longer review. AMLHub aims to respond within a couple of hours of handover. See AML Turnaround Times and Getting Help.

Why isn't my deal verified yet?

First check that you tapped Handover. This is the most common cause of delay. Then check that every question is answered, everyone is on the deal, and any trust or company documents have been supplied.

Why do complex deals take longer?

They need company and director checks, plus trust documents. Once the documents are in, they can move fast: one deal was verified 30 minutes after the trust deed arrived, but the deed took the agent 7 days to get. Ask your client for documents early.

Can I call AMLHub directly?

No. Contact the @realty Support Team on 1300 299 377 or support@atrealty.com.au. If AMLHub needs anything, they'll contact you through the app or by phone.

Trusts and companies

How do I set up a trust or company deal?

In the app, not the CRM. Add the owner, directors, shareholders and trustees exactly as confirmed with your client, and name a primary contact. Resubmitting from the CRM won't fix the structure. See AML for Trusts and Companies.

The app won't upload my trust deed. What do I do?

Email the PDF to support@atrealty.com.au with the property address and deal reference, and we'll pass it to AMLHub.

ID verification

My client can't use the app and can't meet me, for example because they're in hospital. What now?

Get copies of their ID: driver's licence front and back, and/or passport. Send them to Support, and we'll pass them to AMLHub, who will ask @realty to approve an alternative verification method. JP certification or a selfie isn't automatically needed; AMLHub will tell you if anything else is required.

The name on the title doesn't match my client's ID.

Provide a document that links the two names, such as a marriage certificate or change of name certificate. For minor differences, AMLHub may only need to speak with your client.

Access and costs

What does AML cost?

Membership is $50 + GST a month for 1–2 users, or $100 + GST for 3 or more users. Each verification is $65 + GST per side (seller or buyer), not per person. Full details are in Getting Started with AML.

Can I pay by card? Is there a surcharge?

Yes, you can pay by card, and there's no surcharge. This doesn't apply to marketing orders or property deposits.

Can I use the AMLHub desktop portal?

No. Australian agents use the app only. Deals must start in the CRM so payment is taken first.

Your AML pathway

I'm an @realty employee. What do I need to do?

Complete the AML AU training in Circle and download the app. Your agreement and subscription are already set up. See Getting Started with AML.

Can I switch to an external AML provider?

You can't change your pathway yourself. Complete the AML External Provider Change Form. It asks you to name your provider, give a reason, and acknowledge that you accept all AML liability. We'll confirm by email once you've been removed from the @realty group.

Why stay with @realty rather than a cheaper provider?

Cheaper providers are self-serve, so you do the searching and follow-up yourself. AMLHub runs the background searches, follows each deal through to verification, and handles annual reporting and the 3-yearly audit for you. You also get the CRM integration.

Red flags and learning more

Something about a client seems suspicious. What do I do?

Raise it with @realty only, at compliance@atrealty.com.au. Never tell the client or anyone else that you have a concern; tipping off is an offence. See the Red Flags Reference.

Where can I learn the process?

Getting Started with AML, Completing an AMLHub Deal, the Red Flags Reference, the AML webinar, and the Help Centre inside the AMLHub app.