Your customer can add an authorised contact to their MATE account once it is set up. To do so, they must contact us during our support operating hours (Monday – Saturday 8.30 am – 7.00 pm) by:
- Phoning us on 13 14 13;
- Visiting our support page and selecting the “chat to us” box.
This is because we must follow legislated rules to protect our customers from fraud and identity theft. You can find more information about this process here.
Once your customer contacts us and we have verified their identity, we will confirm the following details for the person they wish to authorise:
- Full name;
- Date of Birth;
- Contact phone number.
For reference, an ‘Authorised Contact’ on a MATE account can:
- Request assistance with the configuration of an internet service (PPPoE settings);
- Request a payment extension (before the next billing cycle or where a Late Payment Fee is not applicable);
- Make a payment with their own credit/debit card or the account holder’s card with authority from the account holder;
- Update the credit/debit card on the account (to their own card, or another card with the cardholder’s authority);
- Log an nbn internet fault that does not incur any Incorrect Call Out Fee (ICOF).
An ‘Authorised Contact’ on an account can NOT:
- Upgrade or downgrade plans;
- Cancel or add new services to an account.