Advocates
An advocate is someone you nominate to speak to us on your behalf. However, they cannot make changes to your account unless you're present and give permission during the interaction.
Who can be an advocate?
An advocate may be:
- An interpreter
- An IT or technical specialist
- A financial counsellor
- A legal aid representative
- Or anyone else you choose
What can an advocate do?
With the primary account holder present, an advocate can:
- Help troubleshoot connection issues
- Relay information
- Discuss financial matters
However, they cannot:
- Open or close services
- Relocate services
- Add authorised contacts
Advocates can’t discuss or act on your account without you being present and giving permission.
Important: If you require an Auslan interpreter or are unable to speak directly to give permission, you'll need to complete our identity verification process to confirm your advocate.
Please contact us at support@au.voipcloud.online for assistance.
How to use an advocate?
Just call us on 03 9067 7700 and let us know you’d like to use an advocate during the call. You'll need to complete our identity verification process to confirm your advocate.
We can also add a note to your account for future reference—though this won’t give the advocate authority to act without your presence.
Authorised Representatives
An authorised representative is someone you formally appoint to act on your behalf. Unlike an advocate, they can make changes to your account without you being present.
Who can be an authorised representative?
Often, this is someone like:
- A partner or family member
- A legal representative (e.g. trustee, power of attorney, guardian, or executor)
- A long-term carer
Authorised representatives can be appointed temporarily or permanently.
What can an authorised representative do?
Unless you specify limits, they have full authority to:
- Access account information
- Make complaints
- Update account details
- Cancel or change services
Note: You can choose to limit what an authorised representative is allowed to do.
Verification process
Authorised representatives must pass our identity verification process, just like account holders.
How to appoint an authorised representative?
You can add an authorised representative by:
- Logging into your Customer Portal, or
- Calling our team on 03 9067 7700