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POLICIES

Authorised Representatives

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Authorised Representative

 

Account Contacts

Account Contacts are Authorised Representatives who can request information or changes to your account. The account holder may nominate whomever they choose to represent them e.g. friends, family, or staff members as representatives for the 3 different types of contracts.

 

Billing Contact

A Billing contact is the most common contact type on an account. They receive billing information and have the most authority over the account – each Billing contact is an “account holder”.

 

Billing contacts can:

  • Add new billing contacts to an account

  • Edit existing account contacts

  • Add, change, or relocate any non-telephony services on the account

  • Cancel services* and/or close an account

  • Lodge service faults**

  • Access invoices and other billing/payment information

  • Change payment details

  • Request to link accounts that have the same account holder (full name and date of birth must match)

 

Technical Contact

Technical contacts exist for the purpose of making technical changes to the account without having access to billing information.

 

Technical contacts can:

  • Carry out troubleshooting on the service with the assistance of our Support Team

  • Lodge a service fault ONLY IF a Billing contact has accepted responsibility for a possible Incorrect Callout Fee

 

Technical contacts cannot:

  • Access billing/account related information including service passwords

  • Approve billing of a possible Incorrect Callout Fee

  • Make changes to the account details

  • Add, change, cancel or relocate any services

 

User Contact

User contacts (also known as an Advocate) have the lowest authority on the account. This type of contact may be useful if you have a housemate who may need to troubleshoot the service in your absence, but you don't want to let them make any changes on your account.

 

User contacts can:

  • Carry out troubleshooting on the service with the assistance of our Support Team

 

User contacts cannot:

  • Lodge any faults

  • Access billing/account related information including service passwords

  • Approve billing of a possible Incorrect Callout Fee

  • Make changes to the account details

  • Add, change, cancel or relocate any services

 

Frequently Asked Questions

How do I add, edit or delete an existing contact on my account?

 

Please call us on 08 8292 5492 for assistance.

 

How do I gain authority on an account when all the contacts are unreachable?

 

If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 08 8292 5492. We can advise what's necessary to gain access to the account information (such as a Statutory Declaration).

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