How to get a toll‑free number in Australia

Australia’s population recently surpassed 27.7 million, and the country’s telecommunications market is valued at over AUD $63 billion. For businesses expanding into the region, a toll‑free number is a straightforward way to build trust and make it easy for Australian customers to reach you.

Whether you’re running a contact center, launching a SaaS product in Asia‑Pacific (APAC), or building out customer support operations, understanding how Australian toll‑free numbers work is a critical first step. This guide covers the two main number types (1800 and 1300), the regulatory landscape, and how to provision a number through a global carrier like Telnyx.

What are Australian toll‑free numbers?

In Australia, businesses typically use two types of inbound non-geographic numbers: 1800 and 1300. Both are non-geographic, meaning they aren't tied to a specific city or region, and they give your business a single national point of contact.

The Australian Communications and Media Authority (ACMA) manages the numbering system under the Telecommunications Numbering Plan 2025. ACMA allocates numbers to licensed telcos, who then provision them to businesses.

Calls to 1800 numbers are free for the caller from Australian landlines and mobile phones, with the business absorbing the full cost of the call. Calls to 1300 numbers are charged at a local-rate equivalent from Australian fixed lines; charges from mobiles vary by provider and plan.

Both number types are 10 digits long and support inbound calls only. They can route calls to any destination number or SIP endpoint (e.g., landline, mobile, VoIP endpoint, or PBX), making them flexible for distributed teams or multi-site operations.

Note on other formats: 13 numbers (short 6-digit numbers) also exist and follow similar charging principles to 1300, but they attract separate government charges and are typically used for high-volume, brandable services.

1800 vs. 1300: which number type should you choose?

The right choice depends on your goals, expected call volume, and how you want to share costs. Here’s a side‑by‑side comparison:

If your primary goal is removing any barrier to inbound calls, an 1800 number is typically the stronger option. It signals that your business is invested in accessibility—often boosting call volume and satisfaction for support and sales lines.

1300 numbers work well when you want a single national presence but don’t need to absorb the full cost of every call. They’re popular with mid‑size businesses across logistics, healthcare, and professional services.

According to Zendesk’s 2023 Customer Experience Trends Report, phones remain the most‑used support channel, with 76% of customers using it in the past year. A 2025 PwC survey found that 86% of consumers say human interaction is moderately or very important in their brand experience. For entrants to the Australian market, a toll‑free or shared‑cost number helps customers reach a real person when it matters.

Note on reachability: 1800/13/1300 numbers are generally not reachable from outside Australia. Provide a geographic +61 number alongside your 1800/1300 for international callers.

Regulatory requirements

Australia’s telecommunications numbering is governed by ACMA under the Telecommunications Act 1997. Businesses don’t apply directly to ACMA for 1800 or 1300 numbers, numbers are allocated in blocks to licensed carriers, who then provision them to end users.

A few regulatory points to keep in mind:

• Number portability is supported. Under ACMA’s porting rules, businesses can transfer existing 1800 and 1300 numbers between carriers.
• Annual numbering charges apply. ACMA levies an Annual Numbering Charge (ANC) on carriers for allocated numbers. Carriers may pass this through or include it in monthly fees.
• Smartnumbers are available. ACMA offers Smartnumbers, including memorable digit sequences and phonewords (e.g., 1300 FLOWER). These carry a one‑time purchase fee (commonly AUD $250–$20,000, depending on desirability).
• Outbound/CLI restrictions. 1800, 1300, and 13 numbers are inbound‑only services and aren’t suitable for outbound caller ID (CLI) presentation.

How to set up an Australian toll‑free number

Getting a toll‑free number in Australia doesn’t require a physical office in‑country. With a cloud‑based carrier like Telnyx, you can provision and manage Australian numbers from anywhere.

Here’s how the process works:

1. Choose your number type. Decide between 1800 (full toll‑free) and 1300 (shared‑cost) based on your use case and budget. For customer support lines, 1800 often fits best; for general inquiries, 1300 offers a cost‑effective alternative.
2. Select a carrier with Australian coverage. Look for global number coverage, direct interconnections in Australia, and low‑latency routing. Telnyx operates a private global network with Australian points of presence for carrier‑grade quality.
3. Provision your number. With Telnyx, you can search and provision Australian toll‑free numbers in the Mission Control Portal or via API. Numbers are typically available instantly, so you can go live the same day.
4. Configure call routing. Once active, set your call flow. Forward to any SIP endpoint, landline, or mobile. For advanced setups, use the Telnyx Voice API for IVR menus, queues, and conditional logic, or connect via SIP trunking.
5. Port existing numbers (if applicable). If you already have an Australian 1800 or 1300 number, you can port it to Telnyx with no downtime. Typical porting time for inbound numbers is around 10 business days.

Why Australian toll‑free numbers matter for international businesses

For companies headquartered outside Australia, a toll‑free number removes friction. Australian customers expect to reach businesses via a local or free‑call number; asking them to dial internationally signals distance and can undermine confidence.

Australia’s telecom market continues to grow, with analysts projecting it could reach AUD $91 billion by 2034, driven by 5G, IoT, and cloud services. Voice remains core for industries like financial services, healthcare, retail, and technology.

A Statista‑referenced survey indicates 65% of consumers still prefer phone for customer service. For complex or high‑value interactions, phone support builds trust that chat and email often can't replicate.

Pair an Australian toll‑free number with programmable voice to automate common flows while keeping human support available when it counts, controlling costs without sacrificing customer experience.

Choosing the right provider

Not all carriers offer the same level of service for Australian toll‑free numbers. Consider:

• Network ownership. Carriers that own their infrastructure typically deliver more consistent quality and lower latency than resellers using multiple intermediaries.
• Transparent pricing. Prefer usage‑based pricing without hidden fees or third‑party markups, with clear inbound per‑minute rates for 1800/1300.
• API‑first provisioning. At scale, programmatic search, provisioning, and configuration saves time.
• Built‑in compliance. Your carrier should handle ACMA compliance requirements, including numbering administration and annual charges.
• 24/7 support. Time‑zone differences make around‑the‑clock engineering support a necessity.

Telnyx checks these boxes. With a private, carrier‑grade network, instant number provisioning, transparent per‑minute pricing, and free 24/7 support, Telnyx simplifies getting an Australian toll‑free number live, wherever your team is based.

Get started

Setting up a toll‑free number in Australia is straightforward with the right provider. Whether you're establishing a local presence or migrating from a legacy telco, Telnyx provides the infrastructure, APIs, and support to move quickly.

Explore Australian virtual phone numbers on Telnyx to search available 1800 and 1300 numbers, or talk to our team about your specific requirements.

Have questions about setting up toll‑free numbers in Australia or other markets? Join the conversation at r/Telnyx to connect with developers and telecom pros who've done it.