# Advocates and authorised representatives

> Let someone help you with your account, either alongside you as an advocate or on your behalf as an authorised representative.

- URL: https://kb.voipcloud.online/security/advocates-and-authorised-representatives/
- Section: Security and compliance
- Type: policy
- Applies to: Australia
- Last reviewed: 2026-11-09

## Summary

You can have someone else help you with your account in two ways:

| | Advocate | Authorised representative |
| --- | --- | --- |
| What they do | Speaks to the support team for you | Acts on your account for you |
| Do you need to be present? | Yes, and you must give permission during the conversation | No |
| Can they make changes? | Only with you present and giving permission | Yes, unless you set limits |
| Identity check | You complete the identity check to confirm your advocate | They complete the identity check themselves |

## Advocates

An advocate is someone you nominate to speak to the support team on your behalf. They can't discuss or act on your account unless you're there and give permission during the conversation.

### Who can be an advocate

Anyone you choose, for example:

- an interpreter
- an IT or technical specialist
- a financial counsellor
- a legal aid representative

### What an advocate can do

With the primary account holder present, an advocate can:

- help troubleshoot connection problems
- pass on information
- discuss financial matters

An advocate can't:

- open or close services
- relocate services
- add authorised contacts

### How to use an advocate

1. Call the support team and say you'd like an advocate to help during the call.
2. Complete the identity check to confirm your advocate.

The support team can add a note to your account about your advocate for future calls. The note doesn't let the advocate act without you.

If you need an Auslan interpreter, or can't speak directly to give permission, you need to complete the identity verification process to confirm your advocate. For help, [raise a support ticket](https://kb.voipcloud.online/support/support-tickets/) or call the support number shown in the portal under **Support** › **Support tickets** (Monday to Friday, 9:00 am to 5:30 pm).

## Authorised representatives

An authorised representative is someone you formally appoint to act on your behalf. Unlike an advocate, they can make changes to your account without you being there. You can appoint them temporarily or permanently.

### Who can be an authorised representative

Often this is:

- a partner or family member
- a legal representative, such as a trustee, power of attorney, guardian or executor
- a long-term carer

### What an authorised representative can do

Unless you set limits, they have full authority to:

- access account information
- make complaints
- update account details
- cancel or change services

You can choose to limit what your authorised representative is allowed to do.

Authorised representatives must pass the same identity verification process as account holders. See [Identity documents](https://kb.voipcloud.online/security/identity-documents/).

## How to request

To appoint an advocate or authorised representative, raise a support ticket or call the support team. The contact details are below.

## Contacts

To set up an advocate or authorised representative, contact the support team:

- **Support ticket:** in the portal, go to **Support** › **Support tickets** and click **New ticket**. See [Support tickets](https://kb.voipcloud.online/support/support-tickets/).
- **Phone:** call the support number shown on the **Support tickets** page or on your provider's website, Monday to Friday, 9:00 am to 5:30 pm. Have the account holder with you on the call so they can give permission.

## Related

- [Two-factor authentication](https://kb.voipcloud.online/security/two-factor-authentication/)
- [Domestic and family violence support](https://kb.voipcloud.online/security/domestic-and-family-violence/)