When someone representing Telstra (Call centre) calls offering to renew your contract, sign up for new mobile etc, what is the regulations concerning ID?
If I go instore I have to provide my drivers licence and the store photocopies it. Over the phone they asked for my drivers licence number and expiry date, asked for DOB.
Do they not have to sight my ID? I know they cant over the phone but is licence number and exp date enough over the phone?
Could someone please direct me to where I could find the regulations concerning ID customers over the phone.
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If you are an existing customer, who can verify you are the account holder, that goes a long way.
But what I am meaning is if Telstra / 3rd party call centre calls a customer to renew their plan / handset or any other Telstra service, is verifying name, date of birth, and asking for drivers licence number & expiry date sufficient seeing as the stores have to sight the ID.
How do you verify the person on the phone is the account holder if you cannot sight ID?
If you are gaining a new device then the courier will need to see the drivers licence (not learners permit), Australian Passport or Blind Citizens card when they deliver it. If they dont see it or the details do not exactly match then the driver is meant to return the handset to Telstra & not deliver.
Telstra Digital Sales & Service
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