Archive for category: About

Advocates

An Advocate is a person or persons nominated by a consumer to deal with a supplier on the consumers behalf, who cannot make changes on a consumers behalf to a consumer’s account with the consumer being present and agreeing to such action.

Some examples of cases for advocates include;

• Language interpreter
• Financial counsellor, legal aid rep, or other rep to help with bill or contracts with supplier
• Friend or family member to assist with communication

Permissions;

• A customer must be present and provide permission for an Advocate to make any changes to the customers account
• If the customer is not present;
  • Records from the account may be requested, such as critical information summaries, bills or other contact information previously established with the customer
  • Can discuss specific issues with the supplier on behalf of the customer but cannot make any decisions or changes to the account
  • Can pay bill on an account
  • Can work with the supplier to troubleshoot a device or service on the account
  • If the customer specifies, the advocate cannot discuss any issues or take any actions, including payment, without the customer being present. This must be stated in writing by the customer
• For privacy purposes, regardless of permission level, names and contact information of the customer will not be provided to an advocate if the customer is not present

All limitations for an advocate must be filed with the supplier upon appointing the advocate.

Authorised Representatives 

An Authorized Representative is a person/persons nominated by the customer to have full authority to deal with the supplier including to discuss or make changes to a customer’s account without that customers being present.

• Authorised representative are anyone who can make changes to a customer’s account without that customer being present.
• Customers may wish to appoint a long-term Authorised Representative. This can be for a range of purposes including, another family member on the same account, a legal representative, or a long-time carrier.
• Customers may also appoint a temporary Authorised Representative. This person is still able to make changes to the customer contract.
• Dates in which the authorised representative is appointed and dates in which this representative expires must be stated in the VPnet Appointment of Authorised Representative Form.

Permissions;

• When a customer assigns an Authorised Representative, they determined the exact activities the representative can do
• All limitations must be stated int he Appointment of Authorised Representatives form
• If no limitations are stated, the authorised representative will have the same access as the customer
• An authorised representative effectively becomes the account holder, with all the same permissions, including the ability to open and close services and add other authorised representatives
• Activities include
  •  Open/Close account
  • Add or remove other authorised representatives
  • Make changes to contract or plan
  • Make changes to account
  • Establish financial hardship arrangements

All limitations must be submitted upon appointing an advocate or authorised representative. Any changes will require the completion of the VPnet Appointment of Authorised Representative Form. To gain access to this form request from your account executive.