Frequently Asked Questions

What is an Inbound 1300 number?

1300 Numbers are ‘virtual’ telephone numbers used to receive incoming phone calls – you cannot ‘dial-out’ and will continue to use existing phone numbers to dial external numbers.

The numbers are ‘virtual’ in that you can direct incoming calls to any landline or mobile phone number; ‘answer point’. The ability to change answer points provides the flexibility to manage incoming calls, and is ideal if you want to change how and where calls are answered. For example, you can change answer points based on the time of day, the location of staff, whether a number is busy and more.

How much do calls to 1300 numbers cost from mobile phones and landlines?

When dialled from any landline in Australia, calls to 1300 numbers are charged the same as the cost of a standard local call. This is why they are often referred to as Local Call Numbers. Calls from mobile phones may be charged a higher rate. This rate varies, and is determined by the caller’s phone carrier.

View the 1300 number Customer Information Summary for full details on call charges for your business and customers.

Are there different types of 1300 numbers?

Yes, there are two types of 1300 numbers:

  1. Normal Issue 1300 numbers are available from service providers such as 1300 Numbers Australia.
  2. SmartNumbers are 1300 or 13 numbers that are highly memorable and typically spell a word or feature a repeating pattern of numbers. SmartNumbers are often referred to as ‘Phone Words’ and are available for purchase from the Australian Communications and Media Association (ACMA) at the SmartNumbers website.

How long is a 1300 number?

1300 numbers contain ten digits, for example 1300 50 10 50 – and are often highly memorable, for example they may:

  1. Spell a word or name e.g., 1300 Top Hat – these are known as SmartNumbers, or
  2. Feature a repeated sequence of numbers e.g., 1300 50 10 50.

You can advertise a 1300 Phone Word that is up to 14 digits long e.g., 1300 Top Hat Sale; our system can be set-up to ignore the last four characters. This is a highly effective way to promote a special event or marketing campaign.

Can I pick my own 1300 number?

You can pick a Normal Issue Number from one of the many 1300 numbers available. If you wish to apply for a SmartNumber, you’ll need purchase it from ACMA. Our Business Consultants can provide you with advice on the SmartNumber purchase process, call 1300 50 10 50, or you can review the purchase details on the SmartNumbers website.

What are the benefits of a 1300 number?

A 1300 Number offers a range of proven business benefits:

  1. An increase in response to your marketing campaigns.
  2. Enhance the image of your brand in local, state or national markets.
  3. Flexibility in how and where you receive calls.

Discover the full range of 1300 number benefits and how they can help your business grow.

How do I order a 1300 number?

You can order a 1300 number online or by phone on 1300 50 10 50.

Can I use my 1300 number for international business?

1300 numbers are compatible with many telephone networks in countries throughout Asia, the U.S., U.K., Europe, Africa and New Zealand. We can organise answer points in any of these countries. Review the full list of international answer points.

We recommend that you advertise a local landline for overseas callers, and if your business is located outside Australia, you have the option of having calls answered by one of our Australian-based Live Answering service operators. Be aware that your mobile phone carrier may also impose roaming charges for 1300 Number calls answered outside Australia.

Talk to our Business Consultants about the right solution for your international business needs.

Who owns your 1300 number?

1300 Numbers are owned by the Australian government and controlled via the Australian Communications and Media Authority (ACMA). Getting a 1300 number does not give you ownership of the number. Instead, what you purchase is the Rights of Use to the number.

When you acquire a normal issue 1300 number you secure Rights of Use (ROU) for a specific area or region. If you acquire a 1300 smartnumber, you secure the rights to lease it to a 3rd party. You cannot put a normal issue 1300 number on hold or suspend it for future use. It must remain connected to your nominated Answer Point. SmartNumbers can remain unconnected for 12 months.

Disconnected numbers must be returned to ACMA to be put into quarantine for future re-release.

Can I use more than one 1300 number?

Yes, there are situations where advertising more than one 1300 number is a great business solution. If your business advertises in a range of different media and you want to track the effectiveness of each ad, featuring unique 1300 numbers may be the ideal solution. To discuss your advertising needs, contact our Business Consultants on 1300 50 10 50 or send us an email.

What are the differences between a 1300 number, 13 number and 1800 number?

People are often confused by the difference in each of these numbers, when in reality the differences are easy to understand:

  1. Six digits trail both 1300 and 1800 numbers – 1300 50 10 50
  2. Four digits trail a 13 number – 13 12 34
  3. 1300 and 13 number call costs are shared between the caller and your business. Callers pay a local call rate nominated by their telephone service provider when they dial the number from any Australian landline.
  4. 1800 number call costs are the responsibility of the business and are free to call from any landline. This helps to explain why 1800 numbers are a popular choice for customer service hotlines.
  5. For all of these numbers, callers who call in on a mobile phone are charged a rate determined by their mobile phone carrier.

Can I access and manage my account online?

As a customer of 1300 Numbers Australia, you will have 24X7 access to an online portal that provides detailed call and usage data for reporting and analysis purposes.

Can I transfer my existing number from another carrier?

Yes, you can transfer your number from any major telecommunications provider. Find out how to transfer your existing number to 1300 Numbers Australia.

Should I lease or buy my 1300 number?

The decision to lease or buy a 1300 number is at the discretion of your business and is typically based on business goals.

The following guiding principles maybe helpful: If you want to retain full control over your number, avoid contracts with 3rd parties, and have the option to expand use of it geographically, then buying a number is a great option. You can obtain information about the Industry Code for Rights of Use of Numbers from the ACMA website.

Smartnumbers

What is a smartnumber?

These are numbers that spell a word (e.g. 1300 PIZZAS) or feature a repeating sequence of numbers (e.g., 1300 50 10 50).

The “Australian Communications and Media Authority” (ACMA – an Australian Government department) controls all phone numbers in Australia. The licensing right to use these numbers is made available for purchase at the ACMA website. The minimum bid required by a business is $250.

Who is ACMA?

ACMA (Australian Communications and Media Authority) is the statutory body charged with the responsibility for ensuring media and communications work for all Australians – this includes Telephony and Internet services. ACMA does this through various legislation, regulations, standards and codes of practice. [Source: Wikipedia]

The ACMA website is a valuable resource that contains a wealth of information for consumers and businesses including information and facts sheets about 1800 numbers, 1300 numbers and 13 numbers.

How do I buy a smartnumber Phone Word?

To purchase a new smartnumber, visit www.thenumberingsystem.com.au to choose and purchase the smartnumber of your choice.

To retain your 1300 smartnumber you must activate it within three years from date of purchase. If you do not activate your number it will be returned to ACMA’s pool of numbers.

How much do SmartNumbers cost?

SmartNumbers costs range from $250 on a first-come/paid –first-served basis, and there is also the one-time registration charge of $19.50.

What’s the length of a smartnumber?

SmartNumbers have a maximum length of:

  • Ten digits for 1300 and 1800 numbers e.g., 1300 ## ## ##
  • Six digits for a 13 number e.g., 13 ## ##

You can advertise a 1300 smartnumber that’s longer than ten digits (or six for a 13 smartnumber) and our system can be setup to ignore the additional digits. For example:

  1. Your smartnumber is 1300 358 339 which spells 1300 FLUFFY
  2. You can advertise 1300 FLUFFY CAT (1300 358 339 228)
  3. Customers dial 1300 358 339 228
  4. Our system is configured to ignore the last three digits

Contact our Business Consultants for customised advice on effective ways to advertise your smartnumber.

How do smartnumber Phone Words work?

SmartNumbers work in the same way as their less memorable counterparts.

They’re virtual numbers used to direct incoming phone calls to specific answer points (i.e., any Australian landline or mobile phone or to international answer points.) System setup is identical to that of Normal Issue 1300 numbers.

Does my business really need a 1300 smartnumber?

In decided whether a smartnumber is the best type of inbound number for your business, consider:

  • The size of your business.
  • Your future business plans (e.g., expansion).
  • How important is “branding”?
  • Your budget and how much you’re prepared to pay.
  • Compared to a good numeric 1300 number, how much difference do you think it will make?
  • Will it provide a substantially better return on investment (ROI)?

Can I purchase a smartnumber that spells my business name?

If your business name is available, you may be able to purchase the number. If your preferred number is held by a 3rd party, you may be able to trade, buy or lease the Rights of Use (ROU) for the number: either exclusive or shared use.

Exclusive ROU means that you have sole control over use of the number. If you opt for shared ROU, other businesses may use the number, with usage delineated by region of use.

What if the smartnumber for my business name is not available?

If the number you’re seeking is not available, you’ll need to think creatively to come up with a number that meets your needs. The addition of numbers that sound like a word such as ‘4’, ‘2’ or ‘8’ may help you secure a 1300 smartnumber that meets your business needs

If you can’t obtain your preferred smartnumber or decide that a smartnumber is not the right solution for your business, we have a variety of 1300 Numbers that may also meet the marketing and customer service needs of your businesses. Review our list of available 1300 numbers.

Can I connect my smartnumber through 1300 Numbers Australia?

Yes, once you’ve purchased your smartnumber and received the documents from ACMA, you can open an account with us.

You’ll need to provide us with the smartnumber information you receive from ACMA and we’ll setup your account and system based on the needs and goals of your business. Your 1300 smartnumber will be active within seven working days.

Visit the SmartNumbers website for full details on how to secure a 1300 smartnumber for your business.

Costs and Charges

How much do Australian 1300 numbers cost?

There are three costs involved in acquiring a 1300 number.

  1. The price of the 1300 number; we offer free 1300 numbers and others priced at $49 or $99.
  2. The cost of a Call Plan plus call costs.
  3. A once-off setup charge of $19.

Optional costs related to add-on services such as live phone answering and call forwarding (IVR) menus may also apply.

Review full details about the costs of 1300 numbers.

Are 1300 numbers free to call?

1300 numbers are an effective way to draw in customers across Australia. Your business may be charged long distance rates for calls originating from outside your local area. An easy way to minimise costs is to only advertise your 1300 number in areas you do business in.

Your business may also be charged if:

  1. the call is received on a mobile phone
  2. is made from a national landline or mobile phone
  3. is outside of the free talk-time included in selected call plans

Customers incur a charge when they call a 1300 number.

The cost is typically the price of a local call when dialed from any Australian landline. Callers may be charged additional charges when dialing from a mobile phone.

If you wish to provide customers with a free-call service, then a 1800 number is your best option. You can find out about ordering, using and managing a 1800 number service from the 1800 Numbers Australia website.

How much do 1300 numbers costs to call from a landline or mobile?

When dialled from any Australian landline (including VoIP) calls free. When dialled from a mobile phone, calls are charged at a cost determined by the caller’s mobile carrier, which may be more than the cost of a local call.

View the 1300 number Customer Information Summary for full details on call charges for your business and customers.

How do I avoid bill shock for my 1300 number?

To ensure that you’re in full control of your budget, make sure that you understand how your calls will be charged. Our Business Consultants can help you choose a plan that’s right for the volume and type of calls you expect to receive, in addition to providing simple explanations of our call plans and phone services.

Our online account management system is also available 24 hours a day, seven days a week for you to monitor service use. The portal is updated every 24 to 48 hours, so there may be a delay in service charges appearing in the system.

How much do 1300 numbers cost to call?

When dialled from any Australian landline (including VoIP) calls to 1300 numbers cost at least the same as a local call. When dialled from a mobile phone, calls are typically charged at a higher rate, with the cost determined by the caller’s mobile carrier.

Call costs are shared between the caller and your business. Your business will pay a rate based on your call plan which may include free talk-time.

Get more details about the cost to call a 1300 number.

How much will my business pay for calls?

Calls made from a local landline are charged pro-rata, in one second increments based on the rate listed in your Call Plan.

You will pay a minimum of 15¢ for calls made from a National (long distance) Landline, which includes any fixed line service including VoIP (internet enabled telephones) services.

A minimum call charge of 15¢ applies to calls made from, or answered on a mobile phone. Calls from mobile phones are charged per minute and billed pro-rata in one second increments.

The good news is, two of our three call plans offer free talk time for local landline-to-landline calls:

  • Everyday Business: Receive 30 minutes free talk time per call.
  • Corporate: Receive unlimited free talk time per call.

Browse our Call Cost and Plans.

How much will customers pay for calls?

The amount your customers pay will depend on whether the call is made from a landline or mobile phone.

  • Calls from a landline to a 1300 number: When dialing from an Australian landline (including VoIP phones), customers are charged at the cost of a local call.
  • Calls from a mobile phone to a 1300 number: When dialing from a mobile phone, calls are charged at a cost determined by the caller’s mobile carrier, which may be more than the cost of a local call.

How much will my business pay for calls made from a mobile phone?

Charges that apply to calls made and answered on a mobile phone depend on your Call Plan. Compare our 1300 number plans and call rates or speak with one of our Business Consultants for advice on the right plan for your business, call 1300 50 10 50.

Will I be notified of changes to my call rates?

Our call plans rarely change, but if they do, we will notify you of the change.

In addition to changes made by 1300 Numbers Australia, you have the flexibility to upgrade or downgrade your plan at any time at no charge.

Complaints

Who is the T.I.O. (Telecommunications Industry Ombudsman)?

The T.I.O. (Telecommunications Ombudsman) provides a quick, free dispute resolution service for customers who have complaints about their telephone or internet service provider. Established by the Australian Government in 1993, the T.I.O. is independent of industry, the government and consumer organisations..

What if I have a complaint about my service?

1800 Numbers Australia aims to provide our valued customers with the highest level of service possible and to resolve service delivery issues as quickly as possible. While it’s our hope that you’ll always be happy with the service we provide, we understand that despite best efforts, this may not always be possible.

Our complaints procedure provides simple step-by-step instructions for customers to follow in the event they’re dissatisfied with the service they’ve received.

Industry Membership and Compliance

Alltel is a registered member of the Telecommunications Ombudsman and is compliant under the Telecommunications Consumer Protections (TCP), a framework developed to ensure the protection of consumer rights and to promote good customer service and fair outcomes for consumers.

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