Make a better connection

Engagement: Having your children or even grandchildren as authorised representatives on your mobile phone account can strengthen the connections between generations.
Engagement: Having your children or even grandchildren as authorised representatives on your mobile phone account can strengthen the connections between generations.

When something goes wrong with your mobile service, calling technical support can seem like a necessary evil, requiring many deep breaths and a masters in systems engineering.

The temptation to ask someone else to manage it for you is strong, but how frustrating is it for that person to hear ‘sorry, we have no record of you on the account’ or ‘we cannot speak to you as you're not authorised’?

Pennytel is a mobile service provider who specialises in supporting older clients, so their sales and support staff are specially trained to take the time to explain things in plain English, and answer questions at your own pace. 

However there is an even better solution: have someone you trust sort it out for you by making them an authorised representative.

All mobile service providers are required to allow their customers to appoint a representative – someone who can call your mobile phone provider on your behalf and help manage your account and service.

“The account holder doesn’t have to go to the extent of giving someone power of attorney if they don’t want to,” Pennytel CEO Rene Sugo said.

“But it means a family member can enquire about their account, make payments, and assist with technical queries on their behalf.

“We understand that, especially as we age, getting assistance with technical devices can be frustrating, especially if you’re trying to help out someone else, which is why we aim to make the process as simple and seamless as possible.”

“Our staff do a quick verification of the authorised representative and then we can talk with them to answer any questions. 

“There is no more being given the run around when you call to help with someone else's account,” Mr Sugo said.

As well as the potential for quicker and easier mobile support, Mr Sugo said there are other benefits of appointing an authorised representative.

“Some of our customers appoint their children or even grandchildren as authorised representatives, and we feel that having these people involved strengthens the connections between generations.

“Also knowing that you have someone to help out if you need it adds a level of reassurance and reduces the worry around having to do it all yourself – but you’re still in control,” Mr Sugo said.

If you're looking for an easier way to manage your mobile service, consider signing up with Pennytel and adding an authorised representative to your account. It could be a great first step towards learning more, on your terms.