Don’t be offended when we ask you to verify who you are – here’s why
Don’t be offended when we ask you to verify who you are. Here’s why. We take the security of our clients very seriously.
When someone calls us asking about client-specific information, we need to verify that the person we are speaking with is the same person who owns the account. If you can’t state particulars associated with that account, we won’t share any information relating to that client account.
Why not? Because if we did, we’d be breaching our security and confidentiality rules. We’d be breaking faith with all our clients, who place their trust and their confidential information in our hands.
Reasons people call us regarding their client account
There are many reasons why people call us regarding their client account. Sometimes people:
- can’t log in to their account,
- have forgotten the username,
- can’t reset the password, or
- have other queries such as wishing to change a preferred turnaround timeframe.
We’re happy to help you out, but if you cannot verify who you are in relation to that specific account, well, we can’t help you.
That’s why it’s really important to make sure that if you are going to use a particular client account, that you get the person whose name the account is in, to add you as a contact person to that account.
How to be added as a contact person to the client account
How do you do that? It’s easy. When you log into your account, click on the Edit Profile tab. Add your details to this page, including your name, email address and phone number (if it’s different from the one listed). Scroll to the bottom of the page and click Save Changes. You’re now good to go.
Next time you call us regarding the account, you’ll be asked to verify who you are. You can state your name, email address and username with confidence. As you are now listed on the account, we can verify who you are, and help you with your query.
Security and confidentiality are important
So, when we ask you to confirm your contact details, please understand we are doing this for your benefit. We want our clients to be safe in the knowledge that their information is kept secure. We take security and confidentiality seriously.
To find out more about Pacific’s security and confidentiality processes, give us a call on 1300 662 173 or visit our website’s brochures page. Our Terms and Conditions, Quality & Information Security, Privacy, Environmental Sustainability and Anti-Slavery policies are publicly available via our website.