Making enquires on behalf of the account holder
You can make enquiries and changes on behalf of the account holder if you have been granted Power of Attorney to act for the account holder. For us to grant you access to the account, you’ll need to provide the Power of Attorney and supporting documentation.
To do this, either:
Fax it to: 1300 437 274 (Attn: Customer Resolutions Team)
Mail it to:
Customer Resolutions Team
PO Box 2580 KDC
Kingston TAS 7050
Make sure you include a copy of your driver's licence or passport for verification.
Types of Power of Attorney
The supporting documentation you’re required to provide will depend on whether you have a general or enduring Power of Attorney.
General Power of Attorney
If you have a general Power of Attorney, depending on the state or territory, you’ll need to provide us with the following.
| General Power of Attorney requirements |
NSW
Powers of Attorney Act 2003 (NSW)
|
VIC
Instruments Act 1958 (VIC)
|
QLD
Powers of Attorney Act 1998 (QLD)
|
ACT
Powers of Attorney Act 2006 (ACT)
|
SA
Powers of Attorney and Agency Act 1984 (SA)
|
TAS
Powers of Attorney Act 2000 (TAS)
|
NT
Powers of Attorney Act 2006 (NT)
|
WA
Guardianship and Administration Act 1990 (WA)
|
|---|---|---|---|---|---|---|---|---|
|
Must be in prescribed form
|
✖
See example of NSW Power of Attorney
|
✖
See example of VIC Power of Attorney
|
✓
Must use QLD Power of Attorney
|
✖
|
✖
See example of SA Power of Attorney |
✓
Must use TAS Power of Attorney
|
✖
See example of NT Power of Attorney |
✖
|
|
Registered
|
✖
|
✖
|
✖
|
✖
|
✖
|
✓
|
✖
|
✖
|
|
Date of Power of Attorney
|
✓
|
✓
|
|
✓
|
✓
|
✓
|
✖
|
✓
|
|
Principal name and address
|
✓
|
✓
|
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Principal representative name and address
|
✖
|
✖
|
|
✖
|
✖
|
✖
|
✓
|
✖
|
|
Attorney name and address
|
✓
|
✓
|
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Principal signature
|
✓
|
✓
|
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Principal’s representative signature
|
✓
|
✖
|
|
✖
|
✖
|
✖
|
✓
|
✖
|
|
Date of principal signing
|
✓
|
✖
|
|
✖
|
✖
|
✖
|
✖
|
✖
|
|
Principal’s signature witnessed by prescribed witness
|
✓
|
✖
|
|
✖
|
✖
|
✖
|
✓
If principal’s representative signing on behalf of principal, principal’s representative must sign in presence of 2 prescribed witnesses
|
✖
|
|
Witness name
|
✓
|
✖
|
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Witness address
|
✓
|
✖
|
|
✓
|
✖
|
✓
|
✖
|
✖
|
|
Date of witness signing
|
|
✖
|
|
✓
|
✖
|
✖
|
✖
|
✖
|
|
Acceptance by attorney
|
✖
|
✖
|
|
✖
|
✖
|
✖
|
✖
|
✖
|
|
Attorney signature
|
✖
|
✖
|
|
✓
|
✖
|
✖
|
✓
|
✖
|
|
Date of attorney signing
|
|
✖
|
|
✖
|
✖
|
✖
|
✖
|
✖
|
Enduring Power of Attorney
If you have an enduring Power of Attorney, depending on the state or territory, you’ll need to provide us with the following.
| Enduring Power of Attorney requirements |
NSW
Powers of Attorney Act 2003 (NSW)
|
VIC
Instruments Act 1958 (VIC)
|
QLD
Powers of Attorney Act 1998 (QLD)
|
ACT
Powers of Attorney Act 2006 (ACT)
|
SA
Powers of Attorney and Agency Act 1984 (SA)
|
TAS
Powers of Attorney Act 2000 (TAS)
|
NT
Powers of Attorney Act 2006 (NT)
|
WA
Guardianship and Administration Act 1990 (WA)
|
|---|---|---|---|---|---|---|---|---|
|
Prescribed
|
✓
Must use NSW Enduring Power of Attorney
|
✖
|
✓
Must use QLD Enduring POA
|
✖
|
✖
See example of SA Enduring Power of Attorney |
✖
See example of TAS Enduring Power of Attorney
|
✖
See example of NT Enduring Power of Attorney
|
✓
Must use WA Enduring Power of Attorney
|
|
Registered
|
✖
|
✖
|
✖
|
✖
|
✖
|
✖
|
✓
|
✖
|
|
Date
|
|
✓
|
|
✓
|
✓
|
✓
|
✖
|
|
|
Principal name , address and signature
|
|
✓
|
|
✓
|
✓
|
✓
|
✓
|
|
|
Principal’s signature witnessed by adult witness
|
|
✓
Need 1 adult witness and 1 prescribed witness
|
|
✓
Witnessed by 2 adult witnesses and containing a certificate in accordance with s 22
|
✓
|
✓
Need 2 adult witnesses
|
✖
|
|
|
Principal’s signature witnessed by prescribed witness
|
|
✓
Need 1 adult witness and 1 prescribed witness
|
|
✖
|
✖
|
✖
|
✓
|
|
|
Witness signature
|
|
✓
|
|
✓
|
✖
|
✓
|
✓
|
|
|
Date of witness signing
|
|
✖
|
|
✓
|
✖
|
X
|
X
|
|
|
Acceptance by Attorney
|
|
✖
|
|
✓
|
✓
Must use SA Form of Acceptance of Enduring Power of Attorney
|
✓
See example of TAS Form of Acceptance of Enduring Power of Attorney
|
✓
See example of NT Form of Acceptance of Enduring Power of Attorney
|
|
|
Attorney name
|
|
✓
|
|
✓
|
✓
|
✓
|
✓
|
|
|
Attorney signature
|
|
✖
|
|
✓
|
✓
|
✓
|
✓
|
|
|
Date of attorney signing
|
|
✖
|
|
✓
|
✖
|
✖
|
✖
|
|
Other circumstances
Financial counsellor or debt repair agency
If you are a financial counsellor or a representative of a debt repair agency, give us a call on 1300 010 400 and a case manager will get in touch.
If the account holder has passed away
If the account holder has passed away, give us a call on 1300 010 400 and we can help you to close the account or transfer the account into your name. If you choose to transfer ownership of the service, you’ll need to meet our credit requirements.
To help us assist you, please have the account holder’s account number, as well as their:
- Full name
- Date of birth
- Home address
If the account holder is incarcerated
If the account holder is incarcerated, you’ll require a Power of Attorney to close the account, or authorise a transfer of ownership into someone else’s name.
The account holder can also contact us in writing to make changes on the account. They’ll need to include the account PIN in any correspondence.
If the account holder is hearing impaired
They can use the Australian government’s National Relay Service to make major changes to their account.
They can also contact us in writing. They’ll need to include their account PIN with any correspondence they send.
If the account holder doesn’t speak English
If the account holder does not speak English, they can use the Australian government’s Translator and Interpreting Service (TIS) to make changes to their account.