Help a relative read steps and prepare evidence if the phone is unfamiliar. Distinguish practical assistance from authority to apply or sign on their behalf.
What to have ready
What the routine helps resolve
iAM Smart registers a personal identity, and its official questions explain account and phone-registration arrangements. Family members should not share one personal login to transact for multiple people. Each service has separate representative, signature and attendance rules; assistance with a phone does not automatically create authority to act.
Tasks can include reading official conditions, preparing evidence, entering a draft for the holder to check and recording replies. Do not treat unexplained verification, declarations or banking transactions as routine buttons to press. Review in a language the applicant understands so they know what is submitted, to whom and why.
A usable sequence
- Agree on the task and open the official service page rather than an unsolicited message link. Read eligibility, fees, evidence and permitted submitter together; ask official support about language or accessibility needs.
- Prepare evidence and draft answers and ask the holder to verify income, address and declarations instead of guessing. Where representation is necessary, check formal authority or service-centre arrangements rather than pretending to be the account holder.
- Keep identity verification, personal login and signature with the holder under the procedure. Explain the screen without collecting passwords. If the holder cannot complete a step, ask about an official alternative instead of intercepting codes to bypass verification.
- Save the receipt and missing-evidence request together, set reminders the holder understands, then sign out and manage files on shared devices. Follow-up stays with the holder or authorised representative, rather than leaving personal documents indefinitely in a group chat.
An example and wording to adapt
A helper can say: 'I will help read and organise, but you decide and confirm the declared facts. These documents go to ___. You check before submission and complete the personal verification. If a step is inaccessible, we will ask official support.' Keep necessary case records without storing the relative's password.
Official next step and limits
Welfare, tax and estate tasks have separate authority and legal responsibilities; one family arrangement cannot cover every service. Eligibility to register iAM Smart does not establish eligibility for each linked service. The application still follows the service's own identity, evidence and approval requirements.
Family can prepare; the holder verifies and confirms, with formal representation where needed.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.