How to talk about AML without turning people off

Disclaimer: The content on this website is general and is not legal advice. Before you make a decision or take a particular action based on the content on this website, you should check its accuracy, completeness, currency and relevance for your purposes. You may wish to seek independent professional advice.

From 1 July 2026, thousands of law, accounting and real estate firms will start asking clients for ID, ownership documents and source of funds details.

The challenge isn’t the process — it’s the conversation.

How you explain AML will determine whether clients see it as professionalism or bureaucracy. The difference comes down to psychology, not policy: tone, timing and framing.

Here’s how to make the conversation work.

Based on conversations with AMLCOs from New Zealand and the UK, here’s how to talk about AML in a way that builds trust, reduces defensiveness and gets the outcome you need.

Start with why, not what

Many professionals default to rules:

“Under the AML/CTF Act we’re required to verify your identity before proceeding.”

Although accurate, it’s sterile and triggers resistance instead of cooperation. People respond better when they understand the purpose first.

Start with why this matters:

“These new checks are part of national efforts to keep Australians safe and keep crime out of our communities.”

Once the reason is understood, it makes the practical step (showing ID, confirming ownership, explaining funds) make sense.

Purpose before process lowers resistance and signals professionalism rather than policing.

"We have a full conversation - being upfront about what to expect, the outcome we’re working toward and why it matters. Once the client understands that we’re protecting them and the wider community, they’re usually on board and they get why we have to do it." 
Mandy Sampson, John Deere Financial

Tone changes everything

Tone sets the emotional temperature. When you sound apologetic, “Sorry, we have to ask for this”, you reinforce inconvenience. When you sound authoritarian, “You must comply”, you create friction.

Aim for calm confidence: clear, neutral and steady.

“We’re required to verify every client’s identity before we can start - it’s a standard part of how all professional firms now operate.”

Avoid distancing language like “they make us do this”.

Use “we” instead: “We need to check…”, not “They say we have to…” It turns compliance into a shared responsibility.

And drop the jargon. Replace “beneficial owner” with “person who owns or controls the company”. Plain English reduces anxiety and helps clients feel included rather than excluded.

Make it familiar, not foreign

Clients push back when something feels new or personal. Use comparisons clients already know:

“It’s similar to opening a bank account - the same kind of ID verification applies to everyone.”

Analogies like this normalise the process. They also subtly remind clients that you’re not singling them out - everyone now goes through the same standard checks.

Reinforce the normality in other ways too:

• Add short notes to engagement letters: “All professional firms are now captured under new AML laws.”
• Mention it early in client calls so it’s expected, not sprung on them later.
• Keep phrasing consistent across emails, meetings and website text so clients hear the same calm, predictable message each time.

Familiarity breeds acceptance.

Replace confusion with clarity

Most frustration isn’t about the fact of AML checks — it’s about uncertainty. Clients don’t know what’s needed, when, or how their data is handled.

Be explicit about what, why and how:

• What you’ll ask for: Photo ID, proof of address, company or trust documents and for higher-risk transactions, information about where funds come from.
• Why you’re asking: To meet national AML standards and verify who’s involved in each transaction.
• How you’ll handle it: Collected securely, stored confidentially, used only for compliance.

“We had [communication] templates for partners and solicitors - a quick blurb explaining that this is required under legislation, with a link to the legislation for anyone who wanted to read it themselves.”
Oscar Fransman, Simpson Grierson

You can even outline the process:

1. You’ll request documents via a secure link.
2. Once verified, the client won’t need to resend them unless details change.
3. If anything’s unclear, they can contact a named person for help.

Transparency replaces doubt with control, and control reduces resistance.

Repeat, repeat, repeat

The mere-exposure effect says people trust what they see often. So make your AML message appear in multiple places - short, consistent and unmissable.

• A line in your email footer: “As part of new AML laws, starting 1 July 2026 we’ll verify ID and ownership details for all clients.”
• A note on your website: “New compliance requirements start 1 July 2026. These checks help keep everyone safe.”
• A short explanation in every proposal or onboarding letter.

“The biggest thing I recommend is having a really clear communication strategy. Your compliance officer - or whoever owns that role - needs to make sure every frontline staff member understands what’s expected, and that the same message flows through to anyone they’ll be engaging with.” 
Kari Benninghaus, Foley Douglas

Repetition builds recognition. Recognition builds trust.

Pair empathy with efficiency

Clients are more patient when the process feels quick and guided. Acknowledge the effort: “We know it’s extra admin, but we’ll walk you through it step by step.”

Then deliver on it: clear instructions, secure upload links, reminders and confirmation once complete. Smooth processes show respect, and respect drives cooperation.

The bigger picture: behaviour before bureaucracy

1 July 2026 isn’t just another bureaucratic deadline. It’s a national behaviour-change moment..

Your firm’s success with rolling out AML compliance will largely depend on communication: making AML sound logical, routine and reassuring.

• Start now.
• Lead with purpose.
• Use calm, plain language.
• Repeat it everywhere.
• Train your team.

Because the best compliance conversations aren’t about rules, they’re about trust.