Building AML action through communication consistency

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.

When AML obligations arrive in 2026, every client will hear about them — from you, competitors and the media.

What they remember will depend on how often, and how consistently, they hear the same story.

The goal is to move from one-off explanations to a steady narrative that runs through every channel. Consistency builds comfort. Comfort builds trust. Trust builds compliance. Here’s how.

Make the message unmistakable

Every touchpoint — website, proposal, engagement letter, welcome email — should repeat the same idea:

“We verify identity and ownership for all clients to meet national AML standards and keep our clients and Australia safe.”

It’s neutral, factual and human - no apologies, no jargon. When clients see the same phrasing everywhere, it stops being a surprise and becomes part of how they experience your company.

Align tone across every channel

If your website sounds polished but your onboarding emails sound robotic, clients notice.

Tone consistency matters as much as content. Keep it friendly but firm - confident, not corporate. Use short sentences and active, inclusive language:

“We’ll guide you through each step.”
“We keep this simple and secure.”

A consistent tone signals control and professionalism which is the foundation of trust.

Prepare clients early

Clients handle change best when they see it coming. Mention AML expectations before engagement letters are signed:

“You’ll notice a few new verification steps when we start. These are part of Australia’s new AML rules and apply to everyone.”

Set expectations early and you turn AML from disruption into routine.

Build a rhythm of reminders

Frequency beats length. Short, recurring touches work better than long explainers. Try micro-reminders:

• A line in your email footer
• A website page during rollout
• Brief AML updates in newsletters
• Automated onboarding prompts

The aim isn’t new wording each time - it’s repetition that builds recognition.

Match words with experience

Consistency isn’t just what you say; it’s what clients feel. If emails promise a “simple, secure process” but onboarding feels clunky, trust evaporates.

Audit the journey:

• Is verification intuitive?
• Do clients get confirmation when checks finish?
• Can they reach help easily?

Every smooth step reinforces your message. Every delay weakens it.

Equip your people to echo the same story

Clients see one firm, not departments. If one team says “compliance” and another says “protection”, the story fractures. Train everyone to express the same core message:

“We verify ID and ownership for every client. It’s quick, secure and part of keeping everyone safe.”

Consistency isn’t a script, it’s a shared understanding.

Turn repetition into reassurance

Familiarity builds trust. When clients encounter the same language and visuals (icons, colours, taglines) they think, “They’ve got this.” That’s the mere-exposure effect in action: repetition creates confidence.

Keep it alive after go-live

The first few months after July 2026 will be noisy. Over-communicate: FAQs, client explainers, calm talk tracks.

But keep going once things settle. Maintain AML visibility - a footer line, periodic updates, an annual “Our compliance commitment.” Over time, consistency becomes expectation.

The takeaway: consistency builds comfort

Tranche 2 will test how well firms communicate, not just comply. The firms that thrive will teach clients what “normal” looks like through repetition, tone and alignment.

Say it the same way, in every place, every time. Deliver the experience your words promise.

Because in AML, consistency isn’t just good communication, it’s risk management too.

“One approach I’ve found really effective is framing it as client safety. I’ll say, ‘This is to protect you. I know I’m speaking to you now, but in three weeks, if you call asking for a large transfer to a Belgian bank account or the release of sensitive financial documents, I need to be certain it’s really you.’ Tying AML to client security and protection makes it click - they see it’s about keeping them safe, not just ticking a box.”

Luke Raven, Raven AML