Account security for password resets

You can increase the protection of your online account by adding an optional layer of security. This means that any time you need to reset your password, you will be prompted to verify your identity beyond just your username.

You can opt to receive a text message (SMS) with a unique verification code to your mobile phone, or we can verify your identity via a phone call.

There are two ways you can activate an additional layer of security for password resets:

1. When registering for an online account

To activate added security when you register for an online account, please select the ‘reset password via text message or phone call’ check box. Make sure your phone number is correct to ensure you receive the verification code or follow up phone call, whenever you need to reset your password.

2. Within your online account

When you log in to your account, select ‘Update login details’ found at the top of the page then select the ‘reset password via text message or phone call’ check box. Please make sure your phone number is correct to ensure you receive the verification code or follow up phone call, whenever you need to reset your password.

How do I verify my identity when I reset my password?

Depending on whether you choose to receive an SMS, or a phone call the process is slightly different. If your phone number is a landline, you will need to make sure you select to receive a phone call.

SMS code

When you select to receive a message to your mobile phone, you will receive the unique code which you will then need to enter into the security code field on the website to update your password.

Phone call

If you choose this option, you will receive a call to your chosen phone number, and the operator will ask you to follow the prompts so that we can authenticate you. Once we verify you, you will automatically be taken to the reset your password screen on our website.

What if my phone number changes?

You can update your phone number when you log in to your account any time by selecting the ‘Update login details’ link found at the top of the bill & account page. If you can’t log in to your online account because your phone number has changed and you didn’t get a chance to update it, please call us on 13 13 85.

Can I deactivate enhanced security?

Yes, you will need to log in to your account first and select the ‘Update login details’ found at the top of the bill & account page. Deselect the reset password via text message or phone call check box, and then select the update button.

Log in to your account to activate enhanced security.