## Summary

When setting up Staff Onboarding in the Compliance Centre, you may notice former staff members — people who have already left your firm — still appearing in the list. This can make it harder to work out who actually needs to be onboarded, and risks actioning the wrong accounts by mistake.

## Why This Is Happening

The Compliance Centre automatically pulls through everyone who has a user account saved in your firm's Settings. It doesn't distinguish between current and former staff — if an account exists, it will appear in the onboarding list.

If a staff member's account wasn't removed from Settings when they left the firm, it will continue to show up here until it is deleted.

## **How to Fix This**

To ensure your accounts are set up correctly and avoid duplicate users, follow these steps for both the InfoTrack and triSearch platforms or integrated Practice Management Software:

### InfoTrack and triSearch platforms


1. Navigate to the gear **Settings** icon in the top-right corner.
2. Select **Users** from the left panel menu.
3. Find and select the affected staff member
4. Click **Delete user**.
5. Click **Delete** to remove their account.

### Integrated Practice Management Software


1. Click the **person** icon in the top-right corner.
2. Click **Settings**.
3. Select Users from the left panel menu.
4. Find and select the affected staff member
5. Click **Delete user**.
6. Click **Delete** to remove their account.

Once removed, they will no longer appear in the Staff Onboarding section. We recommend doing this whenever a staff member leaves your firm to keep your user list up to date.

## Things to Look Out For

* **Unfamiliar names in the onboarding list** — if you see staff members you don't recognise or who you know have left the firm, their accounts are likely still active in Settings.
* **More users than expected** — if the number of people appearing in Staff Onboarding seems higher than your current headcount, this is a sign there may be old accounts that haven't been cleaned up.
* **Risk of actioning the wrong account** — accidentally completing onboarding steps for a former staff member could affect your compliance records.




Old Users Appearing in Staff Onboarding

Editing staff details to resolve Staff Onboarding validation errors

Duplicate Users - Practice Management Software Integration

Troubleshooting

 Configuring Verification and Compliance Checks for individuals

Sending Onboarding Requests and Accessing the AML Summary for individuals

Completing the individual Risk Assessment and Finalising Onboarding

How to Onboard an Individual

Performing a Verification of Funds Check

How to Escalate a Client to a Compliance Officer

Enhanced Due Diligence and Escalations

How to Finalise Trust Onboardings

How to Complete the AML Risk Assessment for Trusts

How to Onboard a Trust

How to Complete the AML Risk Assessment for Companies

How to Finalise Company Onboardings

How to Onboard a Company

Conducting an Initial Risk Review for Escalations

Resolving or Investigating Escalations Further

Reviewing Escalations as a Compliance Officer

AML Customer Due Diligence

How to add your AUSTRAC enrolment number

Setting up the AML/CTF Compliance Centre

Navigating the Transactions tab

Governing Body access in the Compliance Centre

Senior Manager or Client-Facing staff access in the Compliance Centre

Understanding the Transactions list

User roles and Viewing permissions

Navigating the Compliance Centre

Uploading your own Firm risk assessment

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Policy and Process overview

Due Diligence requirements for Compliance Officers

Performing the Bankruptcy Register search

Performing the Criminal History check

Onboarding a Compliance Officer

Onboarding Governing Body, Senior Manager and Client-facing roles

Managing Staff Onboarding

How to Review Profile Matches from a Screening Check

Understanding Screening Check Statuses

Conducting PEPs, Sanctions, and Adverse Media Checks

Tracking completed Training Modules

How to check Training Status and access your Training Completion Certificate

How to access and complete Training modules

Managing Staff Training

AUSTRAC Reports

Viewing and filtering existing Reliance Agreements

Creating a New Reliance Agreement

Managing Reliance Agreements in the Compliance Centre

Frequently Asked Questions

Getting Started with the Compliance Centre

Guide

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Old Users Appearing in Staff Onboarding

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Old Users Appearing in Staff Onboarding

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