Authorised Representatives & Advocates

Introduction

The following is a summary of our Authorised Representatives and Advocates Policy as required by the Telecommunications Consumer Protection (TCP) Code.

Customers may need to appoint authorised representatives and advocates to communicate with Activ8me for a range of reasons. These needs may be short or long term, and may require different levels of access to an account.

Authorised Representatives

An authorised representative is a person 18 years and over who has authority to deal with Activ8me on a customer’s behalf, without that customer being present. This includes discussing or making changes to an account.

An authorised representative may have the following permission levels:

• Full Authority: An authorised representative effectively becomes the account holder, with all the same permissions, including the ability to open or close services and add other authorised representatives.
• Limited Authority: the same permissions as Full Authority, except without the abilities to open or close services or add other authorised representatives.
• Customised Permissions (recommended for businesses): when a customer assigns an authorised representative, they determine the exact activities an authorised representative is allowed to do such as:
• • Open/close account
  • Add or remove other authorised representatives;
  • Make changes to contract or plan
  • Make changes to account
  • Establish Financial Hardship arrangements

Advocates

An advocate is a person nominated by a customer to deal with Activ8me on their behalf. However, an advocate cannot make changes to an account without the customer being present and agreeing to such action.

A customer may wish to use an advocate for a range of reasons, including but not limited to:

• Language interpreter
• Financial Counsellor, Legal Aid representative, or other representatives to help them discuss their bill or contract
• Friend or family member to assist with communication

When a customer is present and provides permission, an advocate may perform any action on the customer’s account as if they were the account holder.

When a customer is not present, but has appointed an advocate, the advocate will not be able to make any changes to the account. The advocate has permission to:

• Request records: request account records (such as contract, Critical Information Summary, bills etc) be sent to an address, email address, or other contact information previously established with the customer
• Deal with issues: can discuss specific issues on behalf of the customer but cannot make any decisions or changes to the account.
• Pay accounts: can pay the bill on an account
• Tech Support: can work with Activ8me on troubleshooting for devices or services on the account

Power of attorney, bereavement, and other circumstances

Power of Attorney (or similar): If a person has Power of Attorney, Guardianship, Trusteeship, Legal Representative, Executor of Estate, or similar circumstances on behalf of a customer, they are authorised to act as the customer with Full Authority.

Bereavement: We acknowledge that bereavement is a complex and emotional time for customers and their loved ones. We will attempt to make the process for transferring or cancelling services as clear and straightforward as possible without placing any undue burden during this time. Generally, we will request to discuss cases of bereavement with:

• An executor or administrator of the estate;
• A lawyer or solicitor administering the will; or
• Next of kin or a direct family member

In the above cases, we will limit the required paperwork and verification to that which is vital to prevent fraud and/or protect the customer.

Revoking an Authorised Representative or Advocate

The customer may revoke an authorised representative or advocate at any time. You may do this by contacting us so we can confirm your identity and request the applicable authorised representative or advocate be removed from your account.

Appointing an Authorised Representative, Advocate, or to discuss other circumstances

You can appoint an Authorised Representative or Advocate by logging into your Activ8me Members Area https://www.activ8me.net.au/members/index

Alternatively, you can contact us as follows:

• Phone: 13 22 88 (Available: Weekdays 8:00am – 8:00pm AEST, Weekends 8am – 5pm AEST)
• Fax: 03 9484 3875
• Email: CSCSupport@apn.net.au
• Postal address: Head Office, Activ8me
  279 Dundas Street,
  Preston, VIC 3072