About this policy
This is our Authorised Representative Policy prepared in accordance with the Telecommunications Consumer Protections Code (C628:2024) (the TCP Code) and the Industry Guidance Note (IGN017) on Authorised Representatives and Advocates.
In this policy, "we", "our", "us" and "Telnyx" refer to Telnyx Australia Ltd and its related bodies corporate.
This policy is available on our website free of charge to current, former, and prospective customers. Upon request, we will provide this policy to you as soon as practicable.
Who can be an authorised representative?
The TCP Code defines an authorised representative as "the person who has authority from a consumer to deal with a supplier, including to discuss or make changes to a customer's account without that customer being present, on behalf of that consumer."
An authorised representative may be:
- A person with power of attorney, guardianship, or trusteeship
- A legal representative or executor of estate
- A long-term carer or financial counsellor
- A family member, close friend, or co-occupant
- A trusted neighbour who helps when you are unavailable
This includes situations when you are travelling overseas or otherwise unable to act on your own behalf.
Appointing an authorised representative
You may appoint an authorised representative to act on your behalf at any time. To appoint, revoke, or modify an authorised representative's access:
- Email: [email protected]
- Portal: Telnyx Mission Control Portal
We will verify your identity when appointing a new authorised representative. You must provide an authorisation letter or appropriate documentation, which may include:
- Certified copy of power of attorney
- Guardianship order
- Forms from legal aid or financial counsellors
- Other reasonable authorisation forms
The documentation must include:
- Name, address, and contact details of the authorised representative
- Email address and mobile number
- Registration or licence number (if a professional)
- Duration of the appointment
We may require a statutory declaration to establish identity and record your intent to appoint the authorised representative.
Access rights
Authorised representatives may have various levels of access, including:
- Receiving communications and notifications
- Making billing enquiries and payments
- Changing product and service plans
- Updating service and account details
- Applying for new or additional products and services
- Resetting account details or passwords
- Logging faults with services
During appointment, you will nominate which communications go to the primary contact versus the authorised representative.
You may specify or restrict access rights in writing or via the Mission Control Portal.
Duration and revocation
Appointments remain in effect until:
- The specified end date (if any)
- You revoke the appointment
- The authorised representative requests removal
- We become aware of changed circumstances
To revoke an appointment, contact us via email or the portal. We will process revocations as soon as practicable.
Enquiries and complaints
For enquiries about this policy or to reverse an action made by an authorised representative, contact us:
- Email: [email protected]
- Phone: +1 888 980 9750
Download authorisation form
To appoint an authorised representative, please download and complete our authorisation form: