can I add an authorised contact on my account?

Yes, you can add an authorised contact to your MATE account. To do so, you must contact us during our support operating hours (Mon to Fri 8:30 AM to 7:00 PM Nationwide, Sat & Sun 9:00 AM to 5:00 PM Nationwide) by:

1. Phoning us on 13 14 13;
2. Visiting our support page and selecting the “chat to us” box.

This is because we must follow legislated rules to authenticate your identity and protect our customers from fraud and identity theft. You can find more information about this process here.

Once you contact us and we have verified your identity, we will need to confirm the following details for the person you wish to authorise:

1. Full name;
2. Date of Birth;
3. Contact phone number.

For reference, an ‘Authorised Contact’ on your MATE account can:

• Request assistance with the configuration of an internet service (PPPoE settings);
• Request a payment extension (before the next billing cycle or where a Late Payment Fee is not applicable);
• Make a payment with their own credit/debit card or the account holder’s card with authority from the account holder;
• Update the credit/debit card on the account (to their own card, or another card with the cardholder’s authority);
• Log an nbn internet fault that does not incur any Incorrect Call Out Fee (ICOF).

An ‘Authorised Contact’ on your account can NOT:

• Upgrade or downgrade plans;
• Cancel or add new services to an account.