Frequently Asked Questions

All

General

Cost and Charges

Smartnumbers

Complaints

Additional Support

If you need additional support, feel free to have a chat with us or send us an email. Give us a call at 1800 900 991 to consult with our friendly experts.

Looking for answers? Read through our Frequently Asked Questions pages for more information.

Learn more about 1800 Numbers Australia

Find out how to apply for an 1800 number, check available 1800 numbers, or transfer your 1800 number to us!

Ready to get your own 1800 number?

Compare our 1800 numbers plans and choose which suits your business needs best. Customise your number with extras and routing options by simply calling 1800 900 991.

Get your 1800 number in 5 easy steps by applying online!

General

What is an Inbound 1800 number?

1800 Numbers are often known as a Free-Call or Toll-Free numbers. These numbers begin with the prefix 1800 and are trailed by six to ten digits. 1800 Numbers allow customers to reach businesses over the phone without any cost to the caller.

1800 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; these are called ‘answer points’. 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.


What are the differences between a 1800 number, 13 number and 1300 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 1800 and1300 numbers – 1800 900 991
  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.

Are there different types of 1800 numbers?

Yes, there are two types of 1800 numbers:

  1. Normal Issue 1800 numbers are available from service providers such as 1800 Numbers Australia.
  2. Smartnumbers are 1800 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).

How long is a 1800 number?

1800 numbers contain ten digits, for example 1800 900 991 – and are often highly memorable, for example they may:

  1. Spell a word or name e.g., 1800 Top Hat – these are known as Smartnumbers, or
  2. Feature a repeated sequence of numbers e.g., 1800 900 991.

You can advertise a 1800 Phone Word that is up to 14 digits long e.g., 1800 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 1800 number?

You can pick a Normal Issue Number from one of the many 1800 numbers available. If you wish to apply for a Smartnumber, you’ll need to purchase the rights of use online. Our solutions specialists can provide you with advice on the Smartnumber purchasing process, call 1800 900 991 for FREE, or you can review the purchasing details on the Smartnumbers website.


What are the benefits of a 1800 number?

A 1800 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 1800 number benefits and how they can help your business grow.


How do I order a 1800 number?

You can order a 1800 number online or by phone on 1800 900 991.


Can I use my 1800 number for international business?

1800 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. Speak to us for further information on supported international destinations.

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 1800 Number calls answered outside Australia.

Talk to our solutions specialistss about the right solution for your international business needs.


Who owns your 1800 number?

Australian 1800 Numbers are owned by the Australian government and controlled via the Australian Communications and Media Authority (ACMA).

  • Acquiring a number does not give you ownership of the number. When you acquire a normal issue 1800 number you secure Rights of Use (ROU) for a specific area or region. If you acquire a 1800 smartnumber, you secure the rights to lease it to a 3rd party.
  • You cannot put a normal issue 1800 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 1800 number?

Yes, there are situations where advertising more than one 1800 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 1800 numbers may be the ideal solution. To discuss your advertising needs, or send us an email.


Can I access and manage my account online?

As a customer of 1800 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 1800 Numbers Australia.


Cost and Charges

How much do Australian 1800 numbers cost?

There are three costs involved in acquiring an 1800 number.

  1. The price of the 1800 number; we offer free 1800 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 apply to add-on services such as live phone answering and call forwarding (IVR) menus may also apply. Review full details about the costs of 1800 numbers.


How much do 1800 numbers cost to call?

The cost of 1800 number calls for customers depends on three things: the type of phone the caller is using (mobile or landline), the telco that provides their phone service, and their current phone plan.

1800 numbers are widely known as ‘toll-free’ or ‘free-call’, as calls to these numbers are free when dialled from a local, landline phone. This makes 1800 numbers a great choice if you’re running a customer service hotline and want to make access to the service as easy, and cheap as possible.

The key difference between 1300 and 1800 numbers is the way call costs are divided between the caller and account holder. The costs for calls to 13 and 1300 numbers are shared by the caller and the account holders.


Who Pays for Calls?

Calls to 1800 numbers

Callers: Free from landline phones anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders (normally the business): Pay the full cost of the call.

Calls to 1300 numbers

Callers: Pay the cost of a local call when they dial from a landline phone anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders: Are charged the amount specified in their individual call plan.

Get more details about the cost to call a 1800 number.


Are 1800 numbers free to call?

Yes, customers can call the 1800 number free of charge from fixed line phones from anywhere in Australia. Customers using mobile phones pay a rate that is determined by their mobile service provider.

The Business ‘Account Holder’ for the 1800 number in question will pay the full cost of the call based on the call rates specified in a given call plan.

If you wish to provide customers with a free-call service, a 1800 number is your best option.


How much will my business pay for calls?

Call rates for 1800 numbers are based on caller location and your answer point (where you answer your calls).

When people call your 1800 number, you will be charged according to the rate of the plan you select.

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 1800 number: When dialing from an Australian landline (including VoIP phones), the call is free for your customer.
  • Calls from a mobile phone to a 1800 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 1800 number plans and call rates or speak with one of our solutions specialists for advice on the right plan for your business, call 1800 900 991.


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 1800 Numbers Australia, you have the flexibility to upgrade or downgrade your plan at any time at no charge.


How do I avoid bill shock for my 1800 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.


Smartnumber

What is a smartnumber?

These are numbers that spell a word (e.g. 1800 PIZZAS) or feature a repeating sequence of numbers (e.g., 1800 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. Prices start at $250 upwards.


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.

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?

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

To retain your 1800 smartnumber you must activate it within three years of your winning bid being lodged. If you do not activate your number it will be returned to ACMA’s pool of numbers.


How much do Smartnumbers cost?

Reserve prices on a 1800 smartnumber range from $250 for a basic number that has low memorability, through to as high as $20,000 for a number that features a memorable numeric pattern.


What’s the length of a smartnumber?

SmartNumbers have a maximum length of:

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

You can advertise a 1800 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 1800 358 339 which spells 1800 FLUFFY
  2. You can advertise 1800 FLUFFY CAT (1800 358 339 228)
  3. Customers dial 1800 358 339 228
  4. Our system is configured to ignore the last three digits

Contact our solutions specialists for customised advice on effective ways to advertise your smartnumber.


How do smartnumber Phone Words numbers 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 1800 numbers.


Does my business really need an 1800 smartnumber?

In deciding 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 1800 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 purchase it. 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 1800 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 1800 Numbers that may also meet the marketing and customer service needs of your businesses. Review our list of available 1800 numbers.


Can I connect my smartnumber through 1800 Numbers Australia?

Yes, once you’ve purchased your 1800 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 1800 smartnumber will be active within seven working days.

Give our number specialists a call or visit the Smartnumbers website for full details on how to secure a 1800 smartnumber for your business.


Interested in obtaining a 1800 smartnumber?

Contact our Business Consultants for information on costs, setting up a smartnumber and how to find the right number for your business. Call 1800 900 991, or send us an email.


Complaints

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.

Member of Telecommunications Industry Ombudsman (TIO) Member of CommCom Communications Compliance
TIO-Logo CommCom-Logo

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 is an Inbound 1800 number?

1800 Numbers are often known as a Free-Call or Toll-Free numbers. These numbers begin with the prefix 1800 and are trailed by six to ten digits. 1800 Numbers allow customers to reach businesses over the phone without any cost to the caller.

1800 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; these are called ‘answer points’. 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.


What are the differences between a 1800 number, 13 number and 1300 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 1800 and1300 numbers – 1800 900 991
  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.

Are there different types of 1800 numbers?

Yes, there are two types of 1800 numbers:

  1. Normal Issue 1800 numbers are available from service providers such as 1800 Numbers Australia.
  2. Smartnumbers are 1800 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).

How long is a 1800 number?

1800 numbers contain ten digits, for example 1800 900 991 – and are often highly memorable, for example they may:

  1. Spell a word or name e.g., 1800 Top Hat – these are known as Smartnumbers, or
  2. Feature a repeated sequence of numbers e.g., 1800 900 991.

You can advertise a 1800 Phone Word that is up to 14 digits long e.g., 1800 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 1800 number?

You can pick a Normal Issue Number from one of the many 1800 numbers available. If you wish to apply for a Smartnumber, you’ll need to purchase the rights of use online. Our Business Consultants can provide you with advice on the Smartnumber purchasing process, call 1800 900 991 for FREE, or you can review the purchasing details on the Smartnumbers website.


What are the benefits of a 1800 number?

A 1800 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 1800 number benefits and how they can help your business grow.


How do I order a 1800 number?

You can order a 1800 number online or by phone on 1800 900 991.


Can I use my 1800 number for international business?

1800 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. Speak to us for further information on supported international destinations.

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 1800 Number calls answered outside Australia.

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


Who owns your 1800 number?

Australian 1800 Numbers are owned by the Australian government and controlled via the Australian Communications and Media Authority (ACMA).

  • Acquiring a number does not give you ownership of the number. When you acquire a normal issue 1800 number you secure Rights of Use (ROU) for a specific area or region. If you acquire a 1800 smartnumber, you secure the rights to lease it to a 3rd party.
  • You cannot put a normal issue 1800 number on hold or suspend it for future use. It must remain connected to your nominated Answer Point. Smartnumber 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 1800 number?

Yes, there are situations where advertising more than one 1800 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 1800 numbers may be the ideal solution. To discuss your advertising needs, contact our Business Consultants or send us an email.


Can I access and manage my account online?

As a customer of 1800 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 1800 Numbers Australia.


Additional Support

If you need additional support, feel free to have a chat with us or send us an email. Give us a call at 1800 900 991 to consult with our friendly experts.

Looking for answers? Read through our Frequently Asked Questions pages for more information.

Learn more about 1800 Numbers Australia

Find out how to apply for an 1800 number, check available 1800 numbers, or transfer your 1800 number to us!

Ready to get your own 1800 number?

Compare our 1800 numbers plans and choose which suits your business needs best. Customise your number with extras and routing options by simply calling 1800 900 991.

Get your 1800 number in 5 easy steps by applying online!

How much do Australian 1800 numbers cost?

There are three costs involved in acquiring an 1800 number.

  1. The price of the 1800 number; we offer free 1800 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 hrefated to add-on services such as live phone answering and call forwarding (IVR) menus may also apply. Review full details about the costs of 1800 numbers.


How much do 1800 numbers cost to call?

The cost of 1800 number calls for customers depends on three things: the type of phone the caller is using (mobile or landline), the telco that provides their phone service, and their current phone plan.

1800 numbers are widely known as ‘toll-free’ or ‘free-call’, as calls to these numbers are free when dialled from a local, landline phone. This makes 1800 numbers a great choice if you’re running a customer service hotline and want to make access to the service as easy, and cheap as possible.

The key difference between 1300 and 1800 numbers is the way call costs are divided between the caller and account holder. The costs for calls to 13 and 1300 numbers are shared by the caller and the account holders.


Who Pays for Calls?

Calls to 1800 numbers

Callers: Free from landline phones anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders (normally the business): Pay the full cost of the call.

Calls to 1300 numbers

Callers: Pay the cost of a local call when they dial from a landline phone anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders: Are charged the amount specified in their individual call plan.

Get more details about the cost to call a 1800 number.


Are 1800 numbers free to call?

Yes, customers can call the 1800 number free of charge from fixed line phones from anywhere in Australia. Customers using mobile phones pay a rate that is determined by their mobile service provider.

The Business ‘Account Holder’ for the 1800 number in question will pay the full cost of the call based on the call rates specified in a given call plan.

If you wish to provide customers with a free-call service, a 1800 number is your best option.


How much will my business pay for calls?

Call rates for 1800 numbers are based on caller location and your answer point (where you answer your calls).

When people call your 1800 number, you will be charged according to the rate of the plan you select.

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 1800 number: When dialing from an Australian landline (including VoIP phones), the call is free for your customer.
  • Calls from a mobile phone to a 1800 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 1800 number plans and call rates or speak with one of our Business Consultants for advice on the right plan for your business, call 1800 900 991.


Will I be notified of changes to my call rates?

Our call plans rahrefy change, but if they do, we will notify you of the change. In addition to changes made by 1800 Numbers Australia, you have the flexibility to upgrade or downgrade your plan at any time at no charge.


How do I avoid bill shock for my 1800 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.


Additional Support

If you need additional support, feel free to have a chat with us or send us an email. Give us a call at 1800 900 991 to consult with our friendly experts.

Looking for answers? Read through our Frequently Asked Questions pages for more information.

Learn more about 1800 Numbers Australia

Find out how to apply for an 1800 number, check available 1800 numbers, or transfer your 1800 number to us!

Ready to get your own 1800 number?

Compare our 1800 numbers plans and choose which suits your business needs best. Customise your number with extras and routing options by simply calling 1800 900 991.

Get your 1800 number in 5 easy steps by applying online!

What is a smartnumber?

These are numbers that spell a word (e.g. 1800 PIZZAS) or feature a repeating sequence of numbers (e.g., 1800 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. Prices start at $250 upwards.


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?

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

To retain your 1800 smartnumber you must activate it within three years of your winning bid being lodged. If you do not activate your number it will be returned to ACMA’s pool of numbers.


How much do SmartNumbers cost?

Reserve prices on a 1800 smartnumber range from $250 for a basic number that has low memorability, through to as high as $20,000 for a number that features a memorable numeric pattern.


What’s the length of a smartnumber?

Smartnumber have a maximum length of:

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

You can advertise a 1800 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 1800 358 339 which spells 1800 FLUFFY
  2. You can advertise 1800 FLUFFY CAT (1800 358 339 228)
  3. Customers dial 1800 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 numbers 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 1800 numbers.


Does my business really need an 1800 smartnumber?

In deciding 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 1800 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 purchase it. 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 1800 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 1800 Numbers that may also meet the marketing and customer service needs of your businesses. Review our list of available 1800 numbers.


Can I connect my smartnumber through 1800 Numbers Australia?

Yes, once you’ve purchased your 1800 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 1800 smartnumber will be active within seven working days.

Visit the Smartnumber website for full details on how to secure a 1800 smartnumber for your business.


Interested in obtaining a 1800 smartnumber?

Contact our Business Consultants for information on costs, setting up a smartnumber and how to find the right number for your business. Call 1800 900 991, or send us an email.


Additional Support

If you need additional support, feel free to have a chat with us or send us an email. Give us a call at 1800 900 991 to consult with our friendly experts.

Looking for answers? Read through our Frequently Asked Questions pages for more information.

Learn more about 1800 Numbers Australia

Find out how to apply for an 1800 number, check available 1800 numbers, or transfer your 1800 number to us!

Ready to get your own 1800 number?

Compare our 1800 numbers plans and choose which suits your business needs best. Customise your number with extras and routing options by simply calling 1800 900 991.

Get your 1800 number in 5 easy steps by applying online!

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.

Member of Telecommunications Industry Ombudsman (TIO) Member of CommCom Communications Compliance
TIO-Logo CommCom-Logo

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.


Additional Support

If you need additional support, feel free to have a chat with us or send us an email. Give us a call at 1800 900 991 to consult with our friendly experts.

Looking for answers? Read through our Frequently Asked Questions pages for more information.

Learn more about 1800 Numbers Australia

Find out how to apply for an 1800 number, check available 1800 numbers, or transfer your 1800 number to us!

Ready to get your own 1800 number?

Compare our 1800 numbers plans and choose which suits your business needs best. Customise your number with extras and routing options by simply calling 1800 900 991.

Get your 1800 number in 5 easy steps by applying online!

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General

1800 Numbers are often known as a Free-Call or Toll-Free numbers. These numbers begin with the prefix 1800 and are trailed by six to ten digits. 1800 Numbers allow customers to reach businesses over the phone without any cost to the caller.

1800 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; these are called ‘answer points’. 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.

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 1800 and1300 numbers – 1800 900 991
  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.

Yes, there are two types of 1800 numbers:

  1. Normal Issue 1800 numbers are available from service providers such as 1800 Numbers Australia.
  2. Smartnumber are 1800 numbers that are highly memorable and typically spell a word or feature a repeating pattern of numbers. Smartnumber are often referred to as ‘Phone Words’ and are available for purchase from the Australian Communications and Media Association (ACMA).

1800 numbers contain ten digits, for example 1800 900 991 – and are often highly memorable, for example they may:

  1. Spell a word or name e.g., 1800 Top Hat – these are known as Smartnumber, or
  2. Feature a repeated sequence of numbers e.g., 1800 900 991.

You can advertise a 1800 Phone Word that is up to 14 digits long e.g., 1800 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.

You can pick a Normal Issue Number from one of the many 1800 numbers available. If you wish to apply for a Smartnumber, you’ll need to purchase the rights of use online. Our Business Consultants can provide you with advice on the Smartnumber purchasing process, call 1800 900 991 for FREE, or you can review the purchasing details on the Smartnumbers website.

A 1800 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 1800 number benefits and how they can help your business grow.

1800 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. Speak to us for further information on supported international destinations.

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 1800 Number calls answered outside Australia.

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

Australian 1800 Numbers are owned by the Australian government and controlled via the Australian Communications and Media Authority (ACMA).

  • Acquiring a number does not give you ownership of the number. When you acquire a normal issue 1800 number you secure Rights of Use (ROU) for a specific area or region. If you acquire a 1800 smartnumber, you secure the rights to lease it to a 3rd party.
  • You cannot put a normal issue 1800 number on hold or suspend it for future use. It must remain connected to your nominated Answer Point. Smartnumber can remain unconnected for 12 months.
  • Disconnected numbers must be returned to ACMA to be put into quarantine for future re-release.

Yes, there are situations where advertising more than one 1800 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 1800 numbers may be the ideal solution. To discuss your advertising needs, contact our Business Consultants or send us an email.

As a customer of 1800 Numbers Australia, you will have 24X7 access to an online portal that provides detailed call and usage data for reporting and analysis purposes.

Yes, you can transfer your number from any major telecommunications provider. Find out how to transfer your existing number to 1800 Numbers Australia.

Smartnumbers

These are numbers that spell a word (e.g. 1800 PIZZAS) or feature a repeating sequence of numbers (e.g., 1800 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. Prices start at $250 upwards.

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.

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

To retain your 1800 smartnumber you must activate it within three years of your winning bid being lodged. If you do not activate your number it will be returned to ACMA’s pool of numbers.

Reserve prices on a 1800 smartnumber range from $250 for a basic number that has low memorability, through to as high as $20,000 for a number that features a memorable numeric pattern.

Smartnumber have a maximum length of:

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

You can advertise a 1800 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 1800 358 339 which spells 1800 FLUFFY
  2. You can advertise 1800 FLUFFY CAT (1800 358 339 228)
  3. Customers dial 1800 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.

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 1800 numbers.

In deciding 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 1800 number, how much difference do you think it will make?
  • Will it provide a substantially better return on investment (ROI)?

If your business name is available, you may be able purchase it. 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.

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 1800 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 1800 Numbers that may also meet the marketing and customer service needs of your businesses. Review our list of available 1800 numbers.

Yes, once you’ve purchased your 1800 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 1800 smartnumber will be active within seven working days.

Visit the Smartnumber website for full details on how to secure a 1800 smartnumber for your business.

Contact our Business Consultants for information on costs, setting up a smartnumber and how to find the right number for your business. Call 1800 900 991, or send us an email.

Costs and Charges

There are three costs involved in acquiring an 1800 number.

  1. The price of the 1800 number; we offer free 1800 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 1800 numbers.

The cost of 1800 number calls for customers depends on three things: the type of phone the caller is using (mobile or landline), the telco that provides their phone service, and their current phone plan.

1800 numbers are widely known as ‘toll-free’ or ‘free-call’, as calls to these numbers are free when dialled from a local, landline phone. This makes 1800 numbers a great choice if you’re running a customer service hotline and want to make access to the service as easy, and cheap as possible.

The key difference between 1300 and 1800 numbers is the way call costs are divided between the caller and account holder. The costs for calls to 13 and 1300 numbers are shared by the caller and the account holders.

Calls to 1800 numbers

Callers: Free from landline phones anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders (normally the business): Pay the full cost of the call.

Calls to 1300 numbers

Callers: Pay the cost of a local call when they dial from a landline phone anywhere in Australia. Callers using mobile phones pay a rate that is determined by their mobile service provider.

Account holders: Are charged the amount specified in their individual call plan.

Get more details about the cost to call a 1800 number.

Yes, customers can call the 1800 number free of charge from fixed line phones from anywhere in Australia. Customers using mobile phones pay a rate that is determined by their mobile service provider.

The Business ‘Account Holder’ for the 1800 number in question will pay the full cost of the call based on the call rates specified in a given call plan.

If you wish to provide customers with a free-call service, a 1800 number is your best option.

Call rates for 1800 numbers are based on caller location and your answer point (where you answer your calls).

When people call your 1800 number, you will be charged according to the rate of the plan you select.

Browse our Call Cost and Plans.

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 1800 number: When dialing from an Australian landline (including VoIP phones), the call is free for your customer.
  • Calls from a mobile phone to a 1800 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.

Charges that apply to calls made and answered on a mobile phone depend on your Call Plan. Compare our 1800 number plans and call rates or speak with one of our Business Consultants for advice on the right plan for your business, call 1800 900 991.

Our call plans rarely change, but if they do, we will notify you of the change. In addition to changes made by 1800 Numbers Australia, you have the flexibility to upgrade or downgrade your plan at any time at no charge.

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.

Complaints

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.

Member of Telecommunications Industry Ombudsman (TIO) Member of CommCom Communications Compliance
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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.