Authorised Contact Process

Account Contacts

At TransACT we have a number of contact types for customers usually labelled with things like ‘Billing’ or ‘Phone’ contacts. These let our staff know (on a per account basis) that there’s a particular person who can be contacted and what level of authority they have when dealing with an account. There are three main kinds of contacts for TransACT accounts. Primary Contacts, Authorised Representatives and Advocates. Each has its own specific rules which outline what the contact is permitted to do regarding the account.

This article will give you a rundown of these contact types and what they can do.

Primary Contacts

A Primary Contact is the account holder on a TransACT account. If you have a Business Account, you may have multiple Primary contacts.

Primary Contacts can:
  • Make changes to the account
  • Cancel the account if required
  • Changing the name on an account
  • Setting up a relocation for an account
  • Cancelling the account
  • Viewing information about upcoming bills/invoices
  • Make enquiries relating to current charges/invoices
  • Adding new contacts to an account
  • Carry out troubleshooting on the service with the assistance of Support
  • Ask any technical-related questions pertaining to the service
  • Lodge faults

Authorised Contact

An authorised contact can make billing and technical enquiries but cannot make any contract effecting changes to an account. An authorised contact can:

  • View information about upcoming bills/invoices
  • Make enquiries relating to current charges/invoices
  • Carry out troubleshooting on the service with the assistance of Support
  • Ask any technical-related questions pertaining to the service
  • Lodge faults.
  • An authorised contact cannot:

    • Make any contract effecting changes to the account such as;
    • o Upgrading or downgrading a service
      o Adding additional services
      o Cancelling an active service
      o Relocating a service
    • Add new contacts to the account
    • Change the name of the account

    Important: While an authorised contact can lodge a fault, it is the responsibility of the Primary Contact to accept the Incorrect Callout Fee.

    Advocate

    Advocates exist for customers who would like to nominate certain people to carry out troubleshooting or speaking us on their behalf relating to their account over the phone with a TransACT representative without necessarily adding them as a billing, phone or technical contact.

    For example if a customer has a housemate and often has to go on trips for work, they could add the housemate as an Advocate. This would allow them to troubleshoot with our Support team if there were any issues with the Internet connection, without giving them access to change details on the account. An Advocate doesn't have any individual abilities that an Authorised contact does not.

    An Advocate cannot:

    • Access billing/account related information such as passwords.
    • Lodge faults (PSTN or otherwise)
    • Make changes to the account in any way shape or form.
    • Cancel or remove any services.