Account Contacts
This article will give you a rundown of the different types of contacts that may be authorised on an Binary Networks account, and what they can do.
“Contacts” are people listed on the account (such as the account holder) along with their contact details. We have several different types of contact listings – Primary, Billing, Technical and Representative. Each type has its own specific purpose and set of permissions which outline what the contact is authorised to do on the account.
Primary Contact
A Primary contact is the most common contact type on an account. They receive billing information and have the most authority over the account – each Primary contact is an “account holder”.
Primary contacts can:
- Add new contacts to an account
- Edit existing account contacts
- Add, change, or relocate any non-telephony services on the account
- Cancel services* and/or close an account
- Lodge service faults*
- Access invoices and other billing/payment information
- Change payment details
Billing Contact
Billing Contact contact can:
- Access invoices and other billing/payment information
- Change payment details
- Make changes to services
- Lodge telephony faults
Technical Contact
Technical contacts exist for the purpose of making technical changes to the account without having access to billing information.
Technical contacts can:
- Carry out troubleshooting on the service with the assistance of our Support Team
- Lodge a service fault
Technical contacts will require authority from the Billing or Primary contact before arranging fee for service works or call outs that might incur a charge.
Authorised Representative
Authorised contacts (also known as an Advocate) have the lowest authority on the account. This type of contact may be useful if you have a staff member who may need to troubleshoot the service in your absence, but you don’t want to let them make any changes on your account.
Authorised contacts can:
- Carry out troubleshooting on the service with the assistance of our Support Team
- Lodge a service fault
- Make general enquiries
How do I add a new contact to my account?
If you’re listed as a Primary contact on the account, you may authorise a new Billing, Technical or Authorised contact to be added on your account by calling us on 1300 246 279 or sending us an email.
How do I edit or delete an existing contact on my account?
You can edit or delete existing Billing, Technical and Authorised contacts in your customer portal. Otherwise call or email us.
Please note that it is not possible to delete the Primary and Billing contact (There must always be one of each however they can be the same). Technical and Authorised contacts may be edited and are optional.
How do I gain authority when the account contacts are unreachable?
If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 246 279. We should be able to search for your account in our billing system and we can then advise what’s necessary to gain access to the account information (such as an ASIC Directors search or Statutory Declaration).