Appoint a Representative
What is a Representative?
A representative is another person (not the account holder) approved by the account holder to deal directly with Skymesh on their behalf.
There are two types of representatives:
- An Authorised Representative – who is the legal agent for a customer.
- An Advocate -who can talk to Skymesh on behalf of the customer, but is not a legal agent.
Authorised Representatives
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.
This type of representative can make most changes to (or obtain any information about) the relevant account on behalf of the account holder.
However, without further account-holder (or legally recognised agent’s) approval, the following actions may not be requested by an Authorised Representative:
- Close the billing account (and cancel the services therein)
- Change or remove the account holder’s personal contact/billing details
Advocates
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).
This type of representative can represent the interests of the account holder during:
- A Support enquiry (other than to provide confidential account information)
- A Sales enquiry (other than to provide confidential account information)
- A Complaint
- A Billing Dispute (see Billing Information)
How can I appoint a representative?
My Skymesh app
You can appoint a Representative via your online account.
Navigate up to your name in the top right-hand corner and click Permissions.
Next, click the orange Add Contact button.
Then simply complete the contact details of your Representative click the orange Next button.
Select the role you’d like to apply and select/unselect the capabilities within that role that you would like your contact to have assigned to them.
Click the orange Confirm button and you’re all done.
Option 2: Over the phone
To appoint a Representative over the phone, call our team, complete the two-factor authentication process to prove your identity, then confirm the details and permissions you want your Representative to have.
If you need further assistance with appointment of a Representative, please don’t hesitate to call Skymesh Accounts on 1300 759 637.
How can I rescind the appointment of a Representative?
You can rescind the appointment of a Representative by clicking Remove next to your Representative’s name in your online account management tool, or by calling our Customer Engagement Team on 1300 759 637.
