You can appoint someone to help manage your account or communicate with us on your behalf.

An authorised representative could be a family member, friend, carer, financial counsellor, support worker or another person you trust.

How to add an authorised representative

You can add an authorised representative using either of the following methods:

• Customer portal—preferred
  Sign in to the customer portal and follow the prompts to add an authorised representative.

  
  

• Authorised Representative form

  Download and complete the form below:

  Download the Appointment of Authorised Representative form

  Return the completed form using the submission details shown on the form.
  
  

We may need to verify the identity of the account holder and the representative before providing account information or making changes.

What can an authorised representative do?

When appointing a representative, you may specify:

• what information they can receive;

• what account matters they can manage;

• whether they can make changes or payment arrangements; and

• how long their authority will remain in place.

The authority does not permit a representative to transfer responsibility for the account to themselves unless a separate account-transfer process is completed.

You may change or withdraw the authority at any time by contacting us.

Legal representatives

If you are acting under a power of attorney, guardianship, administration, executorship or another legal authority, contact us. We may ask for documents confirming your authority rather than requiring the standard appointment form.

If you cannot use the portal or form

Contact us if you cannot safely or reasonably use the portal or form, need an accessible alternative, or require help completing the appointment.

If appointing a representative could place you or another person at risk because of family or domestic violence, tell us privately so we can discuss a safer arrangement.