Account Contacts
This article will give you a rundown of the different types of contacts that may be on a Dreamtilt account.
“Contacts” are people listed on the account (such as the account holder) along with their contact details. Each type has its own specific purpose and set of permissions which outline what the contact is authorised to do on the account.
Contacting Dreamtilt
If you need to contact us, please see Contact Us on our website for all of your options.
Billing Contact
A Billing contact is the most common contact type on an account. They receive billing information and have the most authority over the account – each Billing contact is an “account holder”.
Billing contacts can:
- Add new contacts to an account
- Edit existing account contacts
- Add, change, or relocate any non-telephony services on the account
- Cancel services and/or close an account
- Lodge service faults
- Access invoices and other billing/payment information
- Change payment details
Technical Contact
Technical contacts exist for the purpose of making technical changes to the account without having access to billing information.
Technical contacts can:
- Carry out troubleshooting on the service with the assistance of our Support Team
- Lodge a service fault ONLY IF a Billing contact has accepted responsibility for a possible Incorrect Callout Fee
Technical contacts cannot:
- Access billing/account related information including service passwords
- Approve billing of a possible Incorrect Callout Fee
- Make changes to the account details
- Add, change, cancel or relocate any services
User Contact (Advocate)
User contacts (also known as an Advocate) have the lowest authority on the account. This type of contact may be useful if you have a housemate who may need to troubleshoot the service in your absence, but you don’t want to let them make any changes on your account.
User contacts can:
- Carry out troubleshooting on the service with the assistance of our Support Team
User contacts cannot:
- Lodge any faults
- Access billing/account related information including service passwords
- Approve billing of invoices not paid
- Make changes to the account details
- Add, change, cancel or relocate any services
Authorised Representative
A customer can appoint an Authorised Representative to act on their behalf, if the customer requires. A person made an Authorised Representative has the power to act on the customer’s behalf as if they are the customer or, if the Authorised Representative has more limited rights, the level of access that the Authorised Representative has to the customer’s information. To appoint an Authorised Representative download the form here, and send it to Dreamtilt, PO BOX 7073, Gladstone. Qld. 4680.
Frequently Asked Questions
How do I add, edit or delete an existing contact on my account?
You can add, edit or delete contacts online in your Billing Account Login.
Once logged in to your account online, click on the Hello, (Name) drop down menu on the top right menu and select Contacts / Sub Accounts
The following page will be displayed that will give you options to add a new contact. If you wish the contact to have access to your account online and login with their own details, tick the Activate Sub-Account option.
Select the permissions you wish to give to the Contact and then Save Changes.
If you assistance adding a contact and you are the account holder please call us on 1300 306 126 for a hand.
How do I gain authority on an account when all the contacts are unreachable?
If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 306 126.
We should be able to search for your account in our billing system and we can then advise what’s necessary to gain access to the account information (such as a Statutory Declaration).
Who has the authority to close a Dreamtilt account or change ownership?
Only someone listed on the account as a Billing contact (account holder) may close an account or authorise a change in ownership.
Closing an account means that you will no longer have any services with Dreamtilt. You may choose to move your service to another provider if possible, but all other services will be cancelled.
Changing account ownership means another person is agreeing to take responsibility for owning all of the Dreamtilt services on the account and paying the invoices for the account.
Invoices when changing account ownership
Our billing system cannot split charges between previous and current account holders. As soon as the new account holder is added to the account, they are responsible for paying the full amount of all subsequent invoices and charges for the account, including charges dated from before they date they took ownership.
Both parties are responsible for settling any amounts they owe each other amongst themselves. Dreamtilt will not mediate in any way; we will only issue the invoice for all charges due to the new account holder.
The potential new account holder will be informed of this risk by our customer service rep while processing the change of ownership. If either party doesn’t feel comfortable, the change of ownership will not proceed. You can instead close your account and the other party may apply for a brand new account of their own.
Moving house?
Just because you’re moving house doesn’t mean you need to cancel. We should be able to relocate your broadband service, however you should contact us to ensure we have coverage at the new address and provide at least two weeks notice so we can book in the relocation and new installation.
