Release 22-06-2026

 This release of OnboardMe introduces the Customer Due Diligence module and workflows to OnboardMe.

Customer Due Diligence in Onboardme

Overview

OnboardMe now includes end-to-end Customer Due Diligence, from the checklist your team completes, to the information request you send clients, through risk assessment, approval, and sign-off.

You can:

• Start from standard checklists aligned to professional services obligations

• Customise checklists for your practice

• Run Customer Due Diligence inside a proposal (when designated services apply) or as a standalone case under Identity & AML

• Send clients a secure information request via eForms and have their answers flow back into the case automatically

Standard Customer Due Diligence Checklists

OnboardMe includes standard checklists you can use straight away. Variants are available for:

• Individual or sole trader

• Company, partnership or association

• Trust

• All entity types (general checklist)

Checklists follow a structured review flow your team works through in sections, including:

• Risk assessment: designated service, client, delivery channel and country risks

• Delayed Customer Due Diligence: where delayed verification is allowed and how it is controlled

• Ownership and control: structure, beneficial owners and supporting evidence

• Identity: client and representative identity verification

• Sanctions and PEP: screening, source of funds and source of wealth

• Nature and purpose: why the client is engaging you and the expected relationship

• Final checks: pre-sign-off checks and final risk rating

• Sign-off: staff sign-off and nominated approver where required

Standard checklists are labelled Standard in the template list. Country-specific versions are provided based on your practice location (for example, regulator-aligned checklists for Australia).

Customise checklists for your practice

Templates → Customer Due Diligence Checklists

Owners and Admins can tailor checklists using a step-by-step wizard:

Standard vs custom

• Standard checklists are provided by OnboardMe. When you customise one, saving creates a copy for your practice — the original standard checklist is unchanged.

• Custom checklists are yours alone. You can create new checklists from scratch or delete custom checklists you no longer need.

• For customised standard checklists, you can Restore original to revert your changes. Existing Customer Due Diligence cases are not deleted.

Question types

You can configure a range of question types, including:

• Short and long text answers

• Multiple choice and Yes / No

• Checklists of Yes / No items

• Dates and numbers

• Lists of people (for example beneficial owners or representatives)

• File uploads

• Internal sanctions and PEP check records

For each question, you choose who answers:

• Your team only: internal review; not sent to the client

• Ask the client: included on the client information request

• Your team and the client: your team can record it internally and the client may also be asked

Client answers on the information request are saved back into the Customer Due Diligence case when they submit.

Customer Due Diligence in Proposals

When a proposal includes designated services, the Customer Due Diligence step is enabled automatically, reflecting the need to complete customer due diligence before providing those services.

From the proposal workflow you can:

• Work through the Customer Due Diligence Checklist for each in-scope client

• Have the appropriate checklist suggested based on Applies to / client type

• Send a client information request and track responses

• Connect identity verification already on the proposal

• Save progress and return before sign-off

You can enable or disable the Customer Due Diligence step on a proposal. If designated services are included, disabling the step will prompt a confirmation, since Customer Due Diligence is normally required in that situation.

Customer Due Diligence in Identity & AML

Customer Due Diligence is also available outside proposals.

Identity & AML → Customer Due Diligence

• View all cases across your business, search and filter by client, status, risk, approval and period

• New Customer Due Diligence Case button starts a standalone case for any business client; no proposal is required

• Open a case from the list to complete the full checklist experience

Per-client history

Open any client in Identity & AML and use the Customer Due Diligence tab to see their case history for that client.

The same checklist workflow is used whether Customer Due Diligence started from a proposal, a new case, or a client record; so your team has one consistent process.

Customer Due Diligence sits alongside your existing identity verification, AML / PEP checks, and risk profile information in the Identity & AML module.

Request information from clients

Send a client information request: a secure form the client completes online, built from the questions you marked Ask the client.

Typical client questions include:

• Purpose and nature of the engagement

• Primary source of funds and source of wealth

• Beneficial owners and controllers (for companies, partnerships and trusts)

• Representatives authorised to act

• File uploads where you have configured them

How it works

1. Select which client questions to include on the request.

2. Click Send request, the client receives the form via eForms.

3. Track status: sent, opened, and completed.

4. When the client submits, answers flow back into the Customer Due Diligence case automatically.

5. Your practice receives a notification that the request was completed.

You can open the linked form from eForms at any time. Email wording for the client request and completion notification can be customised under your existing email template settings (CDD Information Request and CDD Information Request Submitted).

Risk, approval and sign-off

• Risk scoring: optional weights on answers feed into an overall case risk rating: Low, Medium or High

• Final risk: recorded on the case and visible in the case list

• Nominated approver: required for Medium and High final risk; defaults to your AML officer where configured in business settings

• Approver can approve, reject, or request changes

• Sign-off; complete the checklist when checks are done and approval requirements are met

• Renewal: review timing follows your practice AML settings (for example 12, 24 or 36 months depending on risk level)

Internal sections support sanctions and PEP check records, identity evidence notes, and delayed Customer Due Diligence criteria where applicable.

Where to find it

Getting started

1. Go to Templates → Customer Due Diligence Checklists and review the Standard checklists for your client types. Customise any that need your practice wording or extra questions.

2. Confirm your AML settings (AML officer, renewal periods) in business settings.

3. On your next proposal with designated services, complete the Customer Due Diligence step, or send a client information request early so the client can respond while your team works internally.

4. For existing clients who need a review outside a proposal, use Identity & AML → Customer Due Diligence → New Customer Due Diligence Case.

Notes

• Customer Due Diligence Checklists (under Templates) are for AML/CTF due diligence. The separate Checklists area under Templates is for other internal checklist templates, they are not the same feature.

• Archiving a checklist hides it when starting a new Customer Due Diligence case; existing cases are unaffected.

• One Customer Due Diligence case is tracked per in-scope entity on a proposal.

• We will continue to work through this module as feedback comes in, please send any notes or feedback to [email protected]