Having someone represent you
You can choose to appoint someone as your representative to help you.
On this pageRepresentatives help you work with us Power of Attorney Appoint a representative Problems with a representative
Representatives help you work with us
You can appoint a representative for any reason. This may be because you:
- live overseas
- have difficulty communicating
- don't feel comfortable talking with us
- are unwell.
You can have multiple representatives, and each one can have a different level of responsibility.
What they can do
A representative can only do what you let them. You set this out in detail when you appoint them.
You might want your representative to:
- help with a single aspect of a claim
- make enquiries about a claim
- receive copies of your mail
- help you complete application forms on your behalf.
A representative can not:
- receive payments or entitlements on your behalf
- make decisions or sign documents on your behalf — only you can do that
- get your mail or other communications on your behalf — they can get a copy sent to them
- get your records — unless you explicitly approve this.
We don't cover a representatives' expenses.
Appoint a representative
If you only need a representative for one-off support, you can give authorisation to us verbally.
Otherwise, you'll need to appoint a representative by filling out an appointment of representative form. To fill out this form, you'll need to know:
- if there is a Power of Attorney in place for you
- your relationship with the representative
- what you want the representatives' role to be
- if the representative has written authority from you to access your records.
The representative must prove their identity. This can be done with a valid photo ID, such as a copy of a passport or driver's licence.
Problems with a representative
You can end your representatives' authority at any time. You can do this by either:
- verbally telling us
- writing to us.
If you die, the representatives' authority ends.
If you — or someone else — feels your representative has undue influence over you, let us know.
If we believe you are being forced to do things, we'll contact the police.