Restricting Access to your account
Verifying your identity
If you are required to call us via phone, we may ask you a few questions to verify your identity. This may include:
- Organisation Details
- Contact Details
- Personal information such as Date of Birth or Drivers License Number
We may also need to call you back on one of the numbers we have listed, if we have concerns regarding your identity.
If you write to us, we may call you to verify that you are the sender of the email. We also require the email address to match our records.
For us to verify your identity, you must be listed on the account as either:
- For businesses: A company director of the ABN or ACN we have on file
- Primary contact person
- Billing contact person
- Technical contact person
- Other Contact / Advocate
IMPORTANT – We do not refuse service under any circumstances. We will take steps to verify that the account holder is aware of the request.
If you are experiencing an emergency including a threat to life or property. Please hang up and dial 000. If you are experiencing an outage and require urgent assistance, we will try to contact an authorised contact on your behalf. We may also begin working on the technical issue while we verify your identity.