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SmartGate - Frequently asked questions

General

What is SmartGate?

SmartGate gives eligible travellers the option to self-process through passport control. SmartGate uses the data in the ePassport and face recognition technology to perform the customs and immigration checks usually conducted by a Customs and Border Protection officer.

Do I have to apply or register to use SmartGate?

No. To use SmartGate, you simply need to hold an Australian or New Zealand ePassport and be aged 16 years or over. If you are a US Global Entry Program member, you may be eligible to use SmartGate from 1 November 2012. Please refer to the US Global Entry Program Trial web page for more details.

How does SmartGate work?

SmartGate is a simple, two-step process involving a kiosk and a gate. The kiosk checks if you are eligible to self-process and the gate performs the identity check and clearance.

Step 1:

Look for the SmartGate kiosk, located in the concourses or at passport control.
Place your ePassport into the reader and answer standard declarations using the touch screen.
The kiosk will issue you a SmartGate ticket, which you'll need for step 2.

Step 2:

Insert your SmartGate ticket.
Look at the camera while your face is compared to your ePassport photo.
Retrieve your ticket and when the gates open, proceed to the baggage hall.
Collect your luggage and go to the Customs and Border Protection check-point.
Hand in your SmartGate ticket and Incoming Passenger Card.

What is the identity check at the gate?

The gate checks that your face matches your ePassport photo. It is therefore important that you remain still and look at the camera while your photo is being taken.

Who can use SmartGate?

To use SmartGate to self-process through Australia's passport control, the traveller must:

be flying into Australia
be travelling on an Australian or New Zealand ePassport
be aged 16 years or older.

Airline crew who hold an Australian or New Zealand ePassport can choose to use SmartGate instead of going through the crew lane.

If you are a US Global Entry Program member you may be eligible to use SmartGate from 1 November 2012. Please refer to the US Global Entry Program Trial web page for more details.

Currently, there are some Australian and New Zealand ePassport holders who are not eligible to use SmartGate including:

those aged under 16 years
Australian and New Zealand ePassport holders travelling on military orders.

What is an ePassport?

An ePassport has a microchip embedded in the centre pages and an international ePassport symbol on the front cover. The microchip contains the same personal information that is on the colour photo page of the ePassport, including a digitised photograph.

How do I get an ePassport?

If you are eligible to use SmartGate and you apply for a new passport or renew an expired passport will be issued with an ePassport. If you have an older passport, without the ePassport symbol on the cover, you will need to wait until your passport is due for renewal, or apply for a new passport before your existing one expires.

What if I hold dual or multiple passports?

To use SmartGate, you must use the same passport that you use at check-in overseas so that your details match. For Australian citizens, this means you must use your Australian passport, even if you use a foreign passport overseas.

Why does Customs and Border Protection need SmartGate?

The number of people arriving and departing from Australia’s international airports is steadily increasing, with an average annual growth of 5.4 percent over the next seven years. By 2020, Customs and Border Protection expects to process about 22.9 million arriving travellers each year. SmartGate allows Customs and Border Protection to streamline the passenger clearance process and securely process more travellers, while maintaining the existing standards of border protection.

What are the benefits for travellers?

SmartGate aims to make processing through passport control simpler and more convenient for eligible travellers with ePassports. SmartGate puts the traveller in charge of how they prefer to be processed by giving them the option to bypass the passport processing queues and self process using their ePassport.

What is face recognition technology?

Face recognition technology works by mapping the underlying bone structure of the face. For example, the distances between eyes, nose, mouth and ears. The measurements are then digitally coded to be used for comparison and verification purposes. With SmartGate, a mathematical formula is used to determine whether the photo of the traveller's face matches their ePassport photo.

Why is Customs and Border Protection using face recognition technology?

Face recognition is considered the least intrusive biometric measure and has a high degree of accuracy when used for one-to-one matching. The ePassport photo provides a portable biometric identifier meaning the traveller does not have to enrol or register. A Customs and Border Protection officer can also undertake manual backup without needing to be a fingerprint or iris recognition expert.

Will SmartGate be quicker to use?

It will depend on the number of travellers using SmartGate. SmartGate makes passport control a more efficient process in terms of processing the total number of travellers and should result in reduced queue times for many travellers.

Where can I use SmartGate?

SmartGate is available at all major Australian and New Zealand international airports. In Australia, SmartGate is available for arriving travellers in Darwin, Adelaide, Brisbane, Cairns, Melbourne, Perth, Sydney and Gold Coast international airports. In New Zealand, SmartGate is available for arriving and departing travellers in Auckland, Christchurch and Wellington international airports.

Do I still need a visa if I’m a US citizen?

Yes, you will still need a visa to travel to Australia if you are a US citizen. The SmartGate US Global Entry Trial does not change the visa requirements or the visa process for travel to Australia. For more information about obtaining a visa to enter Australia, visit the Embassy of Australia website.

Can I use SmartGate if I have a disability?

Yes. SmartGate is an option for some disabled travellers. Customs and Border Protection is continuing to research options to the extent to which SmartGate can accommodate disabled users.

Can I wear glasses or hats?

Prescription glasses can be left on but it is asked that all travellers remove sunglasses or headwear as you would if being processed by a Customs and Border Protection officer. For the face matching process to be effective, it is important that travellers look like their passport photo as much as possible.

What happens if I change my hairstyle or weight, will I have trouble using SmartGate next time?

No. SmartGate has been designed to allow for small changes in appearance.

What happens after I pass through SmartGate?

As a SmartGate user, you are still subject to all existing customs, immigration and quarantine requirements. You will need to present a completed Incoming Passenger Card and your SmartGate ticket to a Customs and Border Protection officer in the arrivals hall once you have collected your luggage. You must continue to declare any goods subject to government prohibitions or restrictions.

Do I still need my Incoming Passenger Card?

Yes. You will need to hand your completed Incoming Passenger Card and SmartGate ticket to a Customs and Border Protection officer after you have collected your luggage.

What is the SmartGate ticket?

The SmartGate ticket is evidence that you have used SmartGate to cross the border. You will need to retain this ticket and present it with your completed Incoming Passenger Card to a Customs and Border Protection officer after you have collected your luggage.

Will my passport be stamped?

No. Legislation has been changed so that you no longer need your passport to be stamped if you use SmartGate to cross the border. However, if you wish to obtain a stamp, you can do so by asking a Customs and Border Protection officer.

If SmartGate doesn't work for me, will I have to join the back of the manual queue?

No. If you cannot complete the process at either the kiosk or the gate, you will be directed to a SmartGate assistance desk to be manually processed by a Customs and Border Protection officer.

What if I have an ePassport and my friend has a normal passport, do we have to separate to clear passport control?

Your friend will not be able to use SmartGate. If you want to stay together, you will need to join the manual processing queue.

What if I'm travelling with people who are under 16 years of age, can I use SmartGate?

Yes. However, if you are travelling with children under the age of 16 years, Customs and Border Protection prefers you to be processed together manually.

Does SmartGate record any data? For example, does it record the fact that I have cleared Customs and Immigration today?

Yes. SmartGate records the same information that a Customs and Border Protection officer records.

What about my privacy?

All personal information collected via SmartGate, (including the photograph), is treated in the same way as information collected manually. Customs and Border Protection stores personal information to securely prevent unauthorised use and maintain its accuracy. Customs and Border Protection will only use or disclose personal information for the purpose for which it was collected or as otherwise required or authorised by law, including where the information is required by other law enforcement or border control authorities.

Where can I obtain further information on SmartGate?

You can email information@customs.gov.au or ring the Customs Information and Support Centre on 1300 363 263.