Why today is the perfect day to authorise help for your internet account
Whatever the reason, sometimes we just need someone else to handle our life admin for us.
While you might not always need help from others, it’s best to be prepared for when you do.
Pre-authorising a representative to act on your behalf with your internet service provider is a really important step to take as a precaution.
The time may come when you’re not able to act for yourself.
How to authorise someone to act on your behalf at SkyMesh
Firstly, it’s important to understand that there are two types of representatives you can attach to your internet account.
There are important legal distinctions between the two types and the authorisation process is also different so we’re going to lay it all out for you here.
Representation types
1. Technical Advocate (An Advocate)
A Technical Advocate can talk to SkyMesh staff about any technical issues you’re having with your internet connection, including lodging a fault or navigating email problems.
These representatives can NOT discuss or change anything to do with the administration of your account though. That includes changes to your password or plan, or anything at all to do with billing.
Okay, so that was the plain English explanation of a Technical Advocate.
Here’s the legalese version we’re obliged to share:
The Telecommunications Consumer Protections Code defines an Advocate as a person nominated by a Consumer to deal with a Supplier on the Consumer’s behalf (but unlike an Authorised Representative, does not act as the Consumer’s agent nor have authority to access any of the Consumer’s account information from the Supplier).
You can authorise your Advocate with a simple phone call on 1300 759 637 to SkyMesh Customer Support or by adding their details directly into My Account online.
Navigate to your name in the top right-hand corner and click on Permissions in the dropdown menu.
Then click the orange Add Contact button.
Complete the form and hit the orange Next button.
The following screen will allow you to choose the role you want to give your new contact.
Click Advocate in the dropdown list followed by the relevant relationship. You can select and unselect capabilities you’d like to assign to your new advocate.
Click the orange Next button and then Confirm.
It’s good to know that you can have more than one Advocate. It might come in handy in the case that your number one Advocate is unavailable for some reason.
For example, my husband and his brother are both listed as Advocates to help my mother in-law out with her technical internet issues should she need that help.
2. Authorised Representative
An Authorised Representative can do ANYTHING with your account except for cancel it.
They can change payment details, alter your plan, navigate technical support and whatever else you might need help with regarding your internet connection.
In the case that you pass away, your Authorised Representative can cancel your account by producing a copy of your death certificate.
In pure legal speak:
The Telecommunications Consumer Protections Code defines an Authorised Representative as a person who has authority from a Consumer to deal with a Supplier on behalf of that Consumer as their authorised agent.
Appointing an Authorised Representative can also be done from within your online account management tool. You can select and unselect options as you see fit regarding which permissions you’d like your representative to have assigned.
Alternatively, download and complete the form below, then send it back to us at accounts@skymesh.com.au .
During a phone call with SkyMesh, you can verbally grant permission for someone else to discuss your account (including billing). But, without the signed form we talked about above, that permission will only last for the duration of the current phone call. Next time you call, if you haven’t sent us the signed form, you will need to provide verbal permission again for that person to act on your behalf.
If you want to appoint multiple Authorised Representatives, you will need to send us one form per person.
How to revoke your authorisations
Revoking authorisation for both types of representative is quick and easy.
You can just click the Remove button next to their name in your online account management tool or call our Customer Engagement Team on 1300 759 637 to revoke both Technical Advocate and Authorised Representative permissions. The change will happen immediately.
The legal stuff
Everything we’ve told you above is governed by the Telecommunications Consumer Protection Code and the Privacy Act 1988 (The Privacy Act).
If we breach that Code, there can be serious repercussions for both SkyMesh and our individual customer service agents.
So, if we insist on sticking to the rules, please don’t hold it against us. It’s all about protecting your privacy.
You can read the fine print here if you like.
TELECOMMUNICATIONS CONSUMER PROTECTIONS CODE
We take privacy and advocacy seriously at SkyMesh
You can see how serious we are about protecting your privacy at SkyMesh while making sure you also have easy access to advocacy if you need it.
If you live in regional, rural or remote Australia and you’re not already a SkyMesh customer, why not check out what nbn™ internet technology is available where you live and sign-up today?
Not already a SkyMesh customer? Join us today.
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