Authorised representative or advocate?
You may choose a family member, friend, carer, financial counsellor, lawyer or another person you trust. There is no charge to appoint someone.
How to appoint someone
Call 02 6372 3645 or email admin@hwy.com.au. If the account holder can confirm the appointment directly, we may be able to record it without a form.
For a clear written record—especially when the authority is limited or will continue—use the downloadable form. Send the completed form to admin@hwy.com.au.
Download the appointment form (PDF) ↓
You choose the authority
An authorised representative may be allowed to deal with every account matter or only particular matters, such as billing, faults, complaints or service changes. The form lets you define the scope and choose whether the appointment continues until revoked or ends on a nominated date.
We will tell you what authority has been recorded. The account holder remains responsible for charges and decisions properly made under that authority.
Identity and account security
We will take reasonable steps to confirm the account holder’s identity and authority before recording an appointment or disclosing personal information. For a sensitive or unusual request, we may contact the account holder or ask for further evidence. We will only request information reasonably needed for that purpose.
An authorised representative will not be given passwords or complete payment-card details. Some actions may require separate verification under telecommunications, domain-registry or other legal requirements.
Changing or ending an appointment
The account holder can change or revoke an appointment at any time by contacting Highway. Email is preferred because it creates a written record, but you may also call us. We will record the change and confirm it with you.
If the account holder cannot appoint someone
If the account holder is unable to give authority, contact us. We may need evidence of another person’s legal authority, such as a power of attorney, guardianship or administration order. We will explain what is reasonably required for the situation.
Help with complaints or payment difficulty
A representative or advocate may also assist with a complaint or a request for payment assistance. We will work with the customer and their chosen support person while protecting the customer’s privacy.