Help CentreAdvocates
An advocate is a nominee on your account that can contact us on your behalf, but they cannot make changes to the account without the Primary account owner present and agreeing.
Who can be an advocate?
An advocate could be an interpreter, an IT or technical specialist, a financial counsellor, a legal representative, a friend or family member, or someone else you choose.
What can an advocate do?
An advocate can take no action, or even discuss an account, without the presence and permission of the primary account owner.
With the primary account owner present, advocates can make any changes to the account, except for:
- Close a service
- Open a service
- Relocate a service
- Add an authorised contact
An advocate can also help troubleshoot connection difficulties, relay information to you, and discuss financial matters.
Please note: In cases where the Primary account holder is unable to speak directly to us to give permission, we require 3 points of ID from the primary account holder to confirm permission of advocate.
How do I use an advocate?
To work with us using an advocate on your account, simply contact us via LiveChat and mention you wish to use an advocate. You can also ask for a note about your advocate to be added to your account for future reference.
Please note: This does not give your advocate any authority to act without your presence.
Authorised contacts
An authorised contact is someone that you nominate on your account to speak to us on your behalf. The main difference is that authorised contacts can make changes to the account without you being present.
Who can be an authorised contact?
An authorised contact can be a family member, partner, flatmate, legal representative (e.g. power of attorney, guardian, executor of estate, etc), long-term carer, or someone else. They can be temporary or permanent.
Authorised contacts may do the following without a primary account holder present:
- Troubleshooting
- Make payment
- Purchase devices or agree to loan devices (such as routers).
- Adjust the plan, including adding data or changing speed tiers.
Authorised contacts cannot do any of the following:
- Add a service
- Close a service
- Relocate a service
- Add an authorised contact
An authorised contact must identify themselves with 3 points of ID when speaking to us, as we do with all customers. These ID points should be their own; authorised contacts cannot identify themselves using the account holder’s or another authorised contact’s information.
How do I add an authorised contact to my account?
To assign an authorised contact to your account, please either log in to the Buddy Telco app or speak to our customer service team via LiveChat. Instructions for adding an authorised contact via your Buddy Telco app can be found here.