An advocate is someone that you nominate on your account that can speak to us on your behalf. They cannot make any changes to the account without the primary account holder being present and agreeing. This might be a friend, family member, technical specialist, etc.

What can an Advocate do?

With the primary account holder present, advocates can make any changes to the account OTHER THAN:

• 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. Advocate can take no action or even discuss an account without the presence and permission of the primary account holder.

How do I use an advocate?

To work with us using an advocate on your account, simply contact us via phone or email and mention you wish to use an advocate for the communication.

Note: We are unable to validate the presence of the account holder when working with an advocate over live chat. In these instances, we may need to contact you directly via phone or email to validate your presence.

Authorised Representative:

An authorised representative is someone that you nominate on your account to speak to us on your behalf. Authorised representatives can make changes to the account without you being present, and can make any and all changes as if they are the account holder.

An authorised contact is likely to be a family member, a partner, a flatmate, a legal representative (eg power of attorney, guardian, executor of estate, etc), or long-term carer. They can be temporary or permanent.

Authorised contacts identification process:

An authorised contact must identify themselves with 3 points of ID when calling, as we do with all customers that call. These ID points should be their own – authorised contacts cannot identify themselves using the account holder’s information.

How do I add an authorised contact to my account?

To assign an authorised contact to your account, please either log into https://my.itsfubar.com.au or speak to our team by calling 03 5292 3655.