How We Prevent Unauthorised Access to Your Account

Keeping your account secure with authority levels that mean business.

At Bendigo Telco, we take your privacy seriously. To prevent unauthorised access, we follow the Telecommunications Consumer Protections (TCP) Code and use a tiered system of authority levels. This means only the right people can do the right things on your account.

🔐 Authority Levels Explained

👑 Full Authority

The VIP pass. This gives the authorised representative the same powers as the account holder. They can:

• View all account details

• Make any changes (including disconnections or new service connections)

💳 Billing Authority

This level allows the representative to:

• Discuss billing and charges

However, they can’t make changes to services or account details.

🛠️ Service Authority

This level lets the representative:

• Troubleshoot active services

But they won’t get access to account info or be able to make any changes.

🔍 How we verify before granting access

Before anyone gets added to your account, we take steps to make sure it’s legitimate:

• ✅ Identity checks using name, date of birth, address, and/or account password

• 📝 Signed paperwork or clear communication trail confirming the authority to add the new contact

• 🔐 Two-factor authentication (2FA) when appropriate, to verify the identity of the account holder or new party

These measures help us protect your account from unauthorised changes and ensure only approved individuals can access or manage your services.

Want to add someone to your account?

Reach out to our team and we’ll guide you through it — securely, of course. 😊

• 📞 Call our Customer Service team at 1300 228 123 (Mon–Fri, 8:30 AM – 5:30 PM AEDT)

• 📧 Email us with your account number and a brief explanation of the request at customerhelp@bendigotelco.com.au

• 🌐 Logging into your SmartCentre account and submitting a service request