Frequently asked questions

Name Change Kit
Frequently Asked Questions

Below are a list of questions received about the name change kit. If you have already purchased a kit and have questions or problems, try the troubleshooting page.

Q. I'm worried about my privacy, how do I know you're not going to steal my personal details / identify?
Q. Don't organisations need me to fill out "official" forms? Can I print out and use the forms that you provide?
Q. I was married overseas, can I use your name change kit?
Q. I am not an Australian citizen, can I use your name change kit?
Q. Can I buy the kit in hard copy or have it sent to me?
Q. How safe is it to pay by credit card over the internet?
Q. I don't have a credit card, how can I order the kit?
Q. Can I pay be direct deposit into your bank account?
Q. What about downloading viruses?
Q. What if I don't have a paypal account?
Q. How do I get the publication once I've paid?
Q. How long does it take to get the publication once I've paid?
Q. What if I have trouble downloading the publication?
Q. I don't feel comfortable ordering over the internet, can I still buy the publication?
Q. PayPal is not accepting my credit card number.
Q. Why don't you include a directory of postal addresses for organisations in your kit?

Q. I'm worried about my privacy, how do I know you're not going to steal my personal details / identify?

A. This name change kit is a do-it-yourself kit. The only personal details that we get to see are your name and email address when you make a purchase. We also use a secure connection for payments so don't even get to see your credit card details!

Q. Don't organisations need me to fill out "official" forms? Can I print out and use the forms that you provide?

A. The forms that are provided in this name change kit are the authorised forms that have been provided directly by the organisations in question and can be printed and used in colour or black and white.

Q. I was married overseas, can I use your name change kit?

As long as you are an Australian citizen, yes, you can use this kit if you were married in Australia OR overseas.

Q. I am not an Australian citizen, can I use your name change kit?

If your marriage has been registered with your Australian state's registry of births, deaths and marriages then this name change kit will enable you to change your name in Australia, but it does not cover the process for changing your name in your country of citizenship.

If you are not an Australian citizen and were not married in Australia, I'm afraid this kit won't be a lot of use to you.

Q. Can I buy the kit in hard copy or have it sent to me?

A. At this point in time, we only offer the downloadable kit. There used to be a hard copy name change kit that you could have sent to you, but it isn't a very cost effective option. It is a lot more cost effective for you to download and print out your own kit. If you don't have access to a printer, Officeworks (or other printing companies) will print out your kit for you a lot cheaper than it would be for us to print it and send it to you.

Q. How safe is it to pay by credit card over the internet?

A. We use the services of e-junkie and PayPal who provide secure connections for paying for and downloading products, and offer 100% risk free purchasing. We don't get to see you credit card number or personal details - we just get your name and email address to send you the guide.

Q. I don't have a credit card, how can I order the kit?

A. You can fill out an order form and send it by postal mail with a cheque or money order (available from any Australia Post outlet), and we'll email the kit to you. Order forms are available here. Unfortunately direct bank transfers are not available at the current time due to security issues.

Q. Can I pay be direct deposit into your bank account?

A. Our bank details aren't made public on the internet, so unfortunately at this time the only payment options are credit card, PayPal, cheque and money order. If you have a PayPal account there is a facility for direct bank deposits so this might be an option you could look into. See www.paypal.com.au for more information.

Q. What about downloading viruses?

A. The Guide comes as a series of PDFs and Microsoft Word documents that are securely stored and do not contain viruses. We pay e-junkie to provide a secure and virus free connection for downloading products for your peace of mind.

Q. What if I don't have a PayPal account?

A. You don't need a PayPal account, and you don't have to sign up with paypal. You just need to enter your credit card details, email address, and billing address.

Q. How do I get the publication once I've paid?

A. After you have entered your payment details you will be directed to a secure site for downloading the kit. You will also receive an email with a link to download the kit. The email link allows you to download the kit a number of times, so if you have any problems in the download process you can try again. If you have any problems your account can be re-activated so you can download it again, or the kit can be emailed to you.

Q. How long does it take to get the name change kit once I've paid?

A. The process is instant, and the download time will depend on the speed of you computer and internet connection. It takes an average user about 10 minutes from the time they hit the "buy now" button until they have the kit and are changing their name!

Q. What if I have trouble downloading the publication?

A. The email link that you are sent after payment allows you to download the publication a number of times, so you will have multiple opportunities to download the publication in the case that you encounter problems. If you still have trouble, simply send an email and someone we help you out. We can see who has downloaded the publication and who has not and are able to easily re-activate your link or send the publication to you via email if you have trouble.

Q. I don't feel comfortable ordering over the internet, can I still buy the name change kit?

A. Of course! You can fill out an order form and send it to us, and we'll email the kit to you. Order forms are available here.

Q. PayPal is not accepting my credit card number.

A. PayPal is an independent payments processor that we use to ensure all of your details are kept secure while purchasing over the internet. We do not have any control over how PayPal operates, and if they are refusing to accept your credit card we suggest you contact them direct on (02) 8223 9500 and also contact your credit card provider to make sure your card has not been cancelled.

Q. Why don't you include a directory of postal addresses for organisations in your kit?

A. Because it is too risky for our customers! If you do use a service that provides contact details for you - PLEASE check that the addresses are up to date before you put something as precious as a marriage certificate in the mail. There have been numerous incidences in the USA where contact details in name change kits and moving kits have not been kept up to date, which has resulted in people sending their private details and certified copies of marriage certificates and other important information to out of date addresses - and they have ended up in the wrong hands. This has resulted in identity theft!