Introduction
Sometimes you might need help managing your account or services with Twilio. At any time, you can appoint an “Authorised Representative” and/or “Advocate” to help you deal with Twilio on any matters related to your account or services.
These matters could include complaints about Twilio’s service or products, a billing issue, or, with respect to an application for payment assistance in accordance with Twilio’s Payment Assistance (Financial Hardship) Policy, linked here.
The page explains what Authorised Representatives and Advocates are, and how you can appoint or nominate them.
What is an “Authorised Representative”?
An Authorized Representative is a person that you have authorised to deal with Twilio on your behalf. This authorisation includes discussing or making changes to your account with Twilio without you being present. Twilio accepts Financial Counsellors/Legal Aid as forms of Authorised Representatives.
How do I appoint an Authorised Representative?
If you wish to appoint an Authorised Representative, please let us know by one of the following contact methods:
- Phone: Call +61 7 4519 4014;
- Email: support@twilio.com;
- Online: Contacting Twilio Support page
Twilio will need you and/or the Authorised Representative to supply documentation that demonstrates that you have appointed them to act on your behalf (e.g., a power of attorney or a letter of authorisation, signed by you).
Upon request (via any of the contact methods above), Twilio can supply you with appropriate forms for this appointment, or, you can use the Appointment of an Authorised Representative form and submit it to Twilio.
Upon Twilio’s acceptance of a valid authorisation documentation, your Authorised Representative will be given the same access to account information that you have, provided that you authorize that, and so that they can appropriately represent you.
What is an “Advocate”?
An Advocate is a person that you may nominate to deal/communicate with Twilio on your behalf, but an Advocate cannot discuss or make changes to your account without you being present. Twilio will provide your Advocate with any information they require to support you, so long as you are present, and consent to us doing that.
How do I nominate an Advocate?
Twilio will always accommodate your nomination of an Advocate. Please let us know of your intention to nominate an Advocate by one of the following contact methods:
- Phone: Call +61 7 4519 4014;
- Email: support@twilio.com;
- Online: Contacting Twilio Support page
Can an Advocate also be an Authorised Representative?
Yes. In this case, the Advocate/Authorized Representative can discuss or make changes to your account without you being present, so long as you have provided the appropriate authorisation for this appointment (see information above, under “How do I appoint an Authorised Representative.”)
Accessibility and accommodations
If you require Twilio to make accommodations in the handling of any matter based on language issues, disadvantage, disability, or any other special needs, please let us know how we can best assist.
The Translating and Interpreting Service (“TIS”) is also available to help Twilio communicate with you, if you have a culturally and linguistically diverse background. TIS offers 160 different languages and are available for immediate and pre-booked phone or on-site conversations. You can contact TIS on 131 450, or, you may request that Twilio contact the TIS on your behalf.
If you have a hearing or speech impairment and need special assistance to communicate with us, you can use the National Relay Service at:
- Phone: 1800 555 660; or
- Website: https://www.accesshub.gov.au/.
Consumer Protection
Twilio is committed to fulfilling its obligations to its Australian Consumers in accordance with the Telecommunication Consumer Protections Code (TCP). For more information on the TCP, you may refer to this online information Brochure: Telecommunication Consumer Protections Code