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We're often called by people acting on behalf of someone else — a family member, a neighbour, a friend or a client. We're happy to take the complaint, but we need to know the actual customer is happy about having someone acting on their behalf.
Sometimes — usually just for family members — verbal consent is enough. Generally though, consent needs to be in writing. We’ll send — or fax or email — an Authority to Act form which can be faxed or mailed back to us. It’s a simple form that we can provide in a number of languages.
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