13 1300 1800 NUMBERS
& PHONE ANSWERING
SERVICES

13, 1300 and 1800 numbers can only be used for incoming calls. They cannot be used for making calls out or in other words, outbound calls. That’s why they’re called inbound numbers.

The numbers can be called from any Australian phone line directly and without using an area prefix like 02, 03, 04, etc. They work the same regardless of where they’re dialled from in Australia.

An inbound number is programmed to be routed (diverted) to one or several answering points. These can be a landline phone or a mobile number. The carrier manages the routing settings at its network centre.

An Auto Attendant or IVR function is allocated a specific DID (Direct In-Dial Number) which is effectively a landline phone number. The inbound 13-1300-1800 number is routed to the DID and the call activates the Auto Attendant functionality.

When calling a 1300 number from an Australian phone line, the caller is charged a local call rate. That’s why they are often called Local Call Numbers, in reference to the cost of the call.

A call to an 1800 number is free from any Australian phone line, including mobiles. That’s why they are known as Toll Free Numbers, where there is no toll or charge when calling the number. 

Free Pool 13, 1300 and 1800 numbers must always be connected to a network for your business to retain usage rights to the number. ACMA smart numbers can be taken off air and disconnected for a period of up to three years before you lose the rights to the number. Please note that it only applies if you have purchased the smart number and own the ROU (rights of use).

The cost of getting the actual number depends on whether you elect to get a Free Pool Number or an ACMA smart number. Free Pool Numbers are issued free of charge, but they must be connected to a network for the rights of use to be allocated and active. ACMA smart numbers are purchased through ACMA with a minimum once-off cost of $250 plus administration charges. Once purchased, ACMA smart numbers are allocated with a ROU (rights of use) and can be disconnected from a network for up to three years.

• Choose the type of number required i.e. free pool or smart number.
• If you choose a free pool number, it is then allocated and activated at the time of connection. This is usually a same-day process. Please note that the number is not guaranteed until its active on the network.
• If you choose a smart number, it must be first purchased from ACMA and the ROU allocated before it can be connected to a network. This process can take up to 5 business days.

• Depending on the chosen plan, the account holder is charged a monthly access fee, which for Business 1300 customers includes an equal value of call credits.
• Every call made to the number incurs a charge depending on call origin and whether the number is routed to a landline or a mobile phone. There are three call types: local calls, national calls and mobile calls. The rates depend upon the chosen plan.

Inbound 13-1300-1800 numbers must be routed (diverted) to a one or several answering points. There are network charges associated with setting up and routing each individual call, as well as subsidising the call cost to the caller. In addition, there are also network costs involved in providing the included features and functions.