become one of the most common channels individuals use to access services. Agencies may wish to consider making use of this channel for confirmation of identity purposes. Current technology allows agencies to speak to customers and then refer them to automated processes for verifying information. This means agency employees do not have to handle or have access to sensitive information (e.g. personal identifiers or PINs and passwords). Other methods include call back to a pre-agreed phone number (e.g. the agency sends a text message containing a confirmation number to a client's cell phone for response). Biometric technology in terms of voice recognition can enhance the reliability of this channel and should be used when increased confidence is required. As telecommunications technology evolves devices such as video phones are becoming more widely available, which may open up other options for using the phone in confirmation of identity processes. Agencies should, however, carefully consider the level of service access and customer authorisations in respect of this channel, particularly concerning the release or amendment of personal information and the ability to undertake large scale transactions. A call centre-based approach is likely to suit situations where an agency has a significant customer base and a relatively wide range of services. The phone channel is generally considered suitable for confirmation of identity in respect of services that have a Low or Moderate level of identity-related risk. It is not generally considered suitable as the primary basis for service delivery decisions for services that have a