Representative and Advocate Policy

1.  Accessibility and Support

1.1      Need assistance?

If you:

• require language assistance to understand our Authorised Representative and Advocate Policy, you can contact us through the Translating and Interpreting Service (TIS) on 131 450; or
• have a hearing or speech impairment, please contact us via the National Relay Service; or
• require our Authorised Representative and Advocate Policy in an alternative format due to disability or language needs, please contact our Help Desk on 1800 100 800

1.2      Contacting MOVOX

You can contact our Help Desk by:

• Calling 1800 100 800 Monday to Friday, 9:00am – 5:00pm Australian Eastern Standard Time; or
• By submitting the form on our Contact us page

We will provide a copy of this Authorised Representative and Advocate Policy free of charge upon request.

2.    Authorised Representatives

2.1      What is an Authorised Representative?

An Authorised Representative is a person you appoint to act on your behalf in relation to your telecommunications account.

They may:

• Discuss your account with us
• Make changes to your account
• Act without you being present (subject to the authority you grant)

Authorised Representatives are different from Advocates (see Section 2 below).

An Authorised Representative may include:

• A family member, friend or carer
• A financial counsellor
• A trusted professional
• A person acting under a Power of Attorney
• A guardian or trustee
• An executor or administrator of a deceased estate

Appointments may be temporary (for example, while travelling) or ongoing.

2.2      Appointing or Revoking an Authorised Representative

You may appoint, vary or revoke an Authorised Representative at any time by:

• Completing our Appointment of an Authorised Representative form, and
• Submitting it to our Help Desk.

We may require identity verification before approving the appointment.

We may also accept:

• A certified Power of Attorney
• Guardianship or trusteeship documentation
• Legal Aid or financial counsellor forms
• Other reasonable written authorisation containing sufficient information

Required details include the representative’s name, address, email, phone number and any relevant registration details.

You may:

• Limit the duration of the appointment
• Specify access restrictions
• Extend or revoke the appointment at any time

If no end date is specified, the appointment continues until revoked by you or withdrawn by the representative.

A witness is required when signing our appointment form.

2.3      Death and Bereavement

If you are acting for a deceased customer, you must be:

• The executor or administrator of the estate; or
• The next of kin.

We may require a statutory declaration or supporting documentation confirming your authority.

Please contact our Help Desk for assistance with service transfer or cancellation.

2.4      Access Rights for Authorised Representatives

When approved, an Authorised Representative may act on your account in accordance with the level of access you select.

Available Access Levels

Customised Permissions
You nominate specific actions the representative may perform.

Pre-Set Permissions
You select from available access categories.

Full Authority
All account permissions except opening/cancelling services or adding further representatives.

Customer Equivalent
Full account authority including:

• Opening or closing services
• Adding or removing representatives or advocates

Depending on the level granted, an Authorised Representative may:

• Open or close accounts
• Change plans or services
• Add products or subscriptions
• Receive account communications
• Make payments and billing enquiries
• Enter hardship arrangements
• Update contact details
• Lodge complaints or faults

You may request specific additional restrictions in writing.

2.5      Primary Contact and Exclusive Point of Contact

When appointing an Authorised Representative, you may nominate:

Primary Contact
The first person we contact about certain matters.

Exclusive Point of Contact
The only person who receives selected communications.

Communication categories include:

• Bills
• Usage notifications
• Credit management
• Account alerts
• Sales communications
• Suspension or termination notices

If not specified, communications may be sent to the customer or any authorised party at our discretion.

2.6      Obligations of an Authorised Representative

You must ensure your Authorised Representative:

• Complies with applicable laws
• Complies with our terms, conditions and policies
• Provides requested identification or documentation
• Does not engage in abusive or inappropriate conduct toward our staff

Failure to comply may result in access being restricted, suspended or revoked.

3.    Advocates

3.1     What is an Advocate?

An Advocate is a person you nominate to deal with us on your behalf, but they cannot make changes to your account unless you are present and agree.

An Advocate may include:

• A support person
• A caseworker (including domestic and family violence support workers)
• A financial counsellor
• A Legal Aid representative
• A family member or friend
• An interpreter

We will verify the Advocate’s identity before discussing your account.

We will not disclose your name or contact details to an Advocate if you are not present.

3.2      Appointing or Revoking an Advocate

You may appoint or revoke an Advocate by:

• Calling our Help Desk; or
• Completing and submitting our appointment form.

We will verify your identity before confirming the appointment.

You may set a time limit for the appointment. If no end date is specified, the appointment remains active until revoked.

3.3      Interpreter Arrangements

If you appoint an interpreter and cannot otherwise verify your identity, you must:

• Set up a PIN or password with us, and
• Provide that PIN when calling with the interpreter present.

3.4      Access Rights for Advocates

You control what an Advocate may do. Available permissions include:

Request Records
View or obtain copies of contracts, bills or account records.

Deal With Issues
Discuss and negotiate issues on your behalf (e.g. hardship arrangements), but changes require your agreement.

Make Payments
Pay bills on your account.

Technical Support
Discuss service or device faults.

No Access
No account discussion unless you are present.

An Advocate cannot make changes to your account unless you are present.

If you want someone to act without you present, you must appoint them as an Authorised Representative.

3.5      Primary and Exclusive Contacts for Advocates

The same Primary Contact and Exclusive Point of Contact options described above apply to Advocates.

3.6      Obligations of an Advocate

You must ensure your Advocate:

• Complies with applicable laws
• Complies with our service terms and policies
• Provides identification when requested
• Does not behave abusively toward our staff

We may restrict or revoke access if these obligations are not met.

4.    Policy updates

We may update our MOVOX Authorised Representative and Advocate Policy from time to time to reflect regulatory requirements or operational changes. The current version will always be available on our website.