• How to close an account and/or transfer ownership of services
• How to use the Australian Death Notification Service

How to close an account and/or transfer ownership of services

If the account holder has passed away, please call us on 13 14 23 and we can help you to close the account or transfer ownership of the services into your name. If you choose to transfer ownership of any services, you’ll need to meet our credit requirements.

When contacting us, please have these details ready:

• Account holder’s TPG username, TPG Mobile number or TPG account number
• Account holder's full name
• Account holder's date of birth
• Account holder's home address

We may ask you to email us a copy of the Death Certificate or Coroner’s notice.

Important: The person contacting us should be an authorised representative of the deceased, such as:

• Next of kin
• Executor or administrator of the estate
• Power of attorney
• Trustee or solicitor administering the estate
• An authorised representative listed on the account

 

How to use the Australian Death Notification Service

You can also notify us about the death of the account holder using the Australian Death Notification Service.

The Australian Death Notification Service is a national service which enables you to digitally notify multiple organisations about the death of the account holder. This service provides secure online environment for you to send an email notification to multiple organisations at one time.

Simply head to the Australian Death Notification Service and provide these details:

• Details of the person who has died
• Confirmation you would like to notify TPG
• Your details as the notifier

The Australian Death Notification Service will validate details of the deceased person against the Australian Death Check (ADC) and pass on information to us. We'll contact you to discuss the next steps within 10 business days using your supplied contact details.

• Where to send your Power of Attorney and supporting documents
• Supporting documentation you need for different types of Power of Attorney
• General Power of Attorney
• Enduring Power of Attorney
• Other circumstances where you can act on behalf of the account holder
• Financial counsellor or debt repair agency
• The account holder has passed away
• The account holder is incarcerated
• The account holder is hearing impaired
• The account holder does not speak English

Where to send your Power of Attorney and supporting documents

• Mail: TPG Customer Relations, PO Box 1844, Macquarie Centre, North Ryde, NSW 2113
• Fax: 02 9850 0813, Attn: Customer Relations Team

Supporting documentation you need for different types of Power of Attorney

General Power of Attorney

Depending on the state or territory, you’ll need to provide us with the following:

NSW Powers of Attorney Act 2003 (NSW)

Must be in prescribed form x See example of NSW Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing ✓

Principal’s signature witnessed by prescribed witness ✓

Witness name ✓

Witness address ✓

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

VIC Instruments Act 1958 (VIC)

Must be in prescribed form x See example of VIC Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name x

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

QLD Powers of Attorney Act 1998 (QLD)

Must be in prescribed form ✓Must use QLD  Power of Attorney

Registered x

Date of Power of Attorney x

Principal name and address x

Principal representative name and address x

Attorney name and address x

Principal signature x

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name x

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

ACT Powers of Attorney Act 2006 (ACT)

Must be in prescribed form x

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address ✓

Date of witness signing ✓

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

SA Powers of Attorney and Agency Act 1984 (SA)

Must be in prescribed form x See example of SA Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

TAS Powers of Attorney Act 2000 (TAS)

Must be in prescribed form ✓ Must use TAS Power of Attorney

Registered ✓

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address ✓

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

NT Powers of Attorney Act 2006 (NT)

Must be in prescribed form x See example of NT Power of Attorney

Registered x

Date of Power of Attorney x

Principal name and address ✓

Principal representative name and address ✓

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature ✓

Date of principal signing x

Principal’s signature witnessed by prescribed witness ✓ If principal's representative signing on behalf of principal, principal's representative must sign in presence of 2 prescribed witnesses

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature ✓

Date of attorney signing x

WA Guardianship and Administration Act 1990 (WA)

Must be in prescribed form x

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

 

Enduring Power of Attorney

Depending on the state or territory, you’ll need to provide us with the following:

NSW Powers of Attorney Act 2003 (NSW)

Prescribed ✓Must use NSW Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

VIC Instruments Act 1958 (VIC)

Prescribed x

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Need 1 adult witness and 1 prescribed witness

Principal’s signature witnessed by prescribed witness ✓ Need 1 adult witness and 1 prescribed witness

Witness signature ✓

Date of witness signing x

Acceptance by attorney x

Attorney name ✓

Attorney signature x

Date of attorney signing x

QLD Powers of Attorney Act 1998 (QLD)

Prescribed ✓Must use QLD Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

ACT Powers of Attorney Act 2006 (ACT)

Prescribed x

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Witnessed by 2 adult witnesses and containing a certificate in accordance with s 22

Principal’s signature witnessed by prescribed witness x

Witness signature ✓

Date of witness signing ✓

Acceptance by attorney ✓

Attorney name ✓

Attorney signature ✓

Date of attorney signing ✓

SA Powers of Attorney and Agency Act 1984 (SA)

Prescribed x See example of SA Enduring Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney ✓ Must use SA Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

TAS Powers of Attorney Act 2000 (TAS)

Prescribed x See example of TAS Enduring Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Need 2 adult witnesses

Principal’s signature witnessed by prescribed witness x

Witness signature ✓

Date of witness signing x

Acceptance by attorney ✓Must use TAS Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

NT Powers of Attorney Act 2006 (NT)

Prescribed x See example of NT Enduring Power of Attorney

Registered ✓

Date of Power of Attorney x

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness ✓

Witness signature ✓

Date of witness signing x

Acceptance by attorney ✓Must use NT Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

WA Guardianship and Administration Act 1990 (WA)

Prescribed ✓Must use WA Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

 

Other circumstances where you can act on behalf of the account holder

Financial counsellor or debt repair agency

If you are a financial counsellor or a representative of a debt repair agency, call us on 13 14 23 and a case manager will contact you.

 

The account holder has passed away

If the account holder has passed away, please see Managing an account following a bereavement.

 

The account holder is incarcerated

If the account holder is incarcerated, you’ll need Power of Attorney to close the account or authorise a transfer of ownership into someone else’s name.

 

The account holder is hearing impaired

If the account holder is hearing impaired, they can use the Australian government’s National Relay Service.

 

The account holder does not speak English

If the account holder does not speak English, they can use the Australian government’s Translator and Interpreting Service (TIS).

 

• How to link or unlink your TPG accounts
• How services are invoiced for linked TPG accounts
• How to manage linked TPG accounts

How to link or unlink your TPG accounts

To link or unlink your TPG accounts, please call us on 13 14 23.  

Important:

• Only an authorised contact can link an account. The account holder for both account must be the same person - their name and date of birth must match.
• If you unlink your accounts, you may lose any bundling offers, invoices will no longer be consolidated, and you'll be required to log into each individual account to manage your services.

 

How services are invoiced for linked TPG accounts

Your payment details and invoices will be combined for linked accounts, except prepaid services which will continue to be invoiced separately.

Important:

• You're responsible for paying for each service on your linked TPG accounts. It's a good idea to check your payment details in My Account after linking accounts.
• The first time services are combined on the same invoice, you may see adjustments like partial monthly fees to align the services to the same billing period.

 

How to manage linked TPG accounts

Hit Linked Accounts: in My Account to see your linked accounts:

You can switch between different services on linked accounts using the Select a service to manage drop-down:

 

• What to do if you receive suspicious correspondence or calls claiming to be from TPG
• Scam Emails and Text Messages
• Scam Phone Calls
• How TPG can help if you believe you’re a victim of fraud
• My number has been fraudulently used to create a service with TPG, or I suspect it has.
• There's a number on my account that I don't recognise
• I didn’t receive my order
• My number has been fraudulently transferred from TPG to another provider, or I suspect it has
• There are transactions from TPG on my bank/credit card statement that I don't recognise
• Current scams and hoaxes
• I think I have lost money to a scammer
• How to protect your device

What to do if you receive suspicious correspondence or calls claiming to be from TPG

If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, give us a call on 13 14 23.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email
• Don’t provide any personal details
• Don’t click on any links
• Don’t open any attachments
• Don’t call any numbers associated with the SMS or email
• Don’t share any content of the SMS or email with anyone
• Email a screenshot of the message to customer_relations@tpg.com.au
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

 

Scam Phone Calls

TPG only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up
• Check that the call is coming from a number that’s not a number that we use.
• Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number

 

How TPG can help if you believe you’re a victim of fraud

My number has been fraudulently used to create a service with TPG, or I suspect it has.

If you believe that someone has stolen your ID to create an account with TPG, please fill out our identity fraud claim form.

 

There's a number on my account that I don't recognise

If there’s a number on your account that you don’t recognise, please fill out our identity fraud claim form.

 

I didn’t receive my order

If you didn’t receive your order it’s best to call us on 13 14 23 from any phone.

 

My number has been fraudulently transferred from TPG to another provider, or I suspect it has

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

• Our Customer Service on 13 14 23 from any phone.
• The Australian Federal Police or the law enforcement agency in your state or territory
• Scamwatch

 

There are transactions from TPG on my bank/credit card statement that I don't recognise

If there are transactions from TPG on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with TPG and reverse the charges back to you.

 

Current scams and hoaxes

If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.

 

I think I have lost money to a scammer

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.

 

How to protect your device

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.