Sometimes you need someone else to speak to us about your account — a family member, a carer, a bookkeeper, or someone holding your Power of Attorney. Under the current TCP Code (C628:2019), you can formally appoint an Advocate or an Authorised Representative to do that, and we're required to keep a record of the appointment and respect its limits.
Advocate
Can contact us on your behalf and raise things with us — including making a complaint. An Advocate can't change your account or services, and can't access your information or act for you unless you're present and agree at the time.
Authorised Representative
Acts as your agent and can deal with us as if they were you — including making a complaint. If you set limits on what they can do or access, we'll stick to those; otherwise they have full authority on the account. This is the appropriate appointment for someone holding your Power of Attorney or a Guardianship Order.
If it isn't clear from your request which one you mean, we'll treat it as an Advocate appointment — the more limited of the two. We also balance every appointment against the risk of fraud: to protect your account, our standard process requires a signed, witnessed form (see below), though we can talk through alternatives if that's difficult for you.
Three ways to appoint someone
Email us
For a quick Advocate appointment, email customercare@omtelecom.com.au with the person's full name, the type of appointment, their driver licence number and mobile number.
Call us
Call 1300 258 400 and we'll take you through it over the phone — the best option if illness, disability or another difficulty makes the written process hard for you.
Download & post the form
For a full Authorised Representative appointment, download the form, complete it, sign it in front of a lawyer, doctor, pharmacist, Centrelink officer or police officer as witness, then post or email it back to us.
Download the form (PDF) →
Post the signed, witnessed form to: OM TELECOM, 12/9 Salisbury Rd, Castle Hill NSW 2154.
