Description of Service

The Telstra Freecall Inbound Services lets people from a specific region call you using one phone number. You can choose the type of Inbound Service you want, such as:

  • Freecall One8, Freecall 1800, Priority One3, Priority 1300, and
  • International Freecall and Global 800.

You can also purchase PhoneWords for easy recall of phone numbers based on your brand or service.

Information about the service

Freecall One8 and Freecall 1800: are automatic reverse charging features so the caller does not pay for the call if in Australia from a basic telephone service. This feature is not available outside Australia.

Freecall One8 numbers have seven digits starting with “180” and Freecall 1800 have ten digits starting with 1800.

Priority One3 and Priority 1300: Allows calls from anywhere in Australia and for some international locations.

Priority One3 numbers have six digits starting with “13”. Priority 1300 numbers have ten digits starting with “1300” (plus any applicable international codes).

The charges for international calls are paid by the caller you do not pay charges for international calls to your Priority One3 or Priority 1300 service terminating on a fixed line service). International calls may originate only from countries where we have an agreement to support the Priority One3 and Priority 1300 services

International Freecall and Global 800 services

The International Freecall service and Global 800 service are automatic reverse charge services for voice or fax calls from outside Australia. This means that a caller does not pay for calls to an International Freecall or Global 800 number from a country where they are available to the caller.

PhoneWords

A PhoneWord is an Enhanced Right of Use number, or ‘smartnumber’ which includes an alphanumeric translation of the smartnumber.  Smart numbers can be purchased from Telstra or ACMA. If you obtain a number from ACMA you can then come to Telstra to activate it.

Information About Pricing

Freecall One8, Freecall 1800, Priority One3 and Priority 1300

The information below is relevant to all charges associated with activating an Freecall One8, Freecall 1800Priority One3 or Priority 1300 service with Telstra

CONNECTION CHARGES

ONCE OFF

For a Freecall 1800 service or Priority 1300 service

$99.00

For a Freecall One8 service or Priority One3 service

 $1,100.00

 CHARGES

MINIMUM MONTHLY COST

MINIMUM COST OVER 12 MONTHS
(including Connection Charge)

For each Freecall 1800 service

$27.50

$429.00

For each Freecall 1800 service that is a “state” service**

$16.5.0

$297

For each Freecall One8 service

$1,100.00

$14,300.00

For each Priority 1300 service

$27.50

$429.00

For each Priority One3 service

$1, 512.50

$19,250.00

For each Priority One3 service that is a “state” service*

$770.00

$10,340.00

We will charge you a monthly government number charge for your Telstra Inbound service for each of your Priority One3 and Freecall One8 numbers that are in use. For the purposes of this charge, ‘in use’ means numbers that are active or suspended but excludes numbers that have been cancelled or are in quarantine. The monthly government number charge is equivalent to 1/12th of the annual charge we have to pay (rounded up to the nearest cent) for each Priority One3 and Freecall One8 number calculated in accordance with any determination made by the ACMA under section 20 of the Telecommunications (Numbering Charges) Act 1997. We will tell you what this charge if you ask us.

Enhanced feature connection charges

  

For each:

Local Area Manager

CCD Manager

Postcode Manager

Silver Service

Traffic Allocator

(charge is for each answer point)

$110.00.00

 

Redirect (for each specified plan)

$110.00

SMS Manager (for each Inbound Service linked)

$110.00

Maximum enhanced feature connection charge

$2,200.00

 

 

Origin of call

GST incl.

Basic Telephone Service

40¢

Basic Telephone Service with HomeLine Value

40¢

Public payphone

50¢

Private payphone

30¢

Siteline service

35¢

Basic Telephone Service or a public payphone using a PhoneAway card

49¢

Using a Telecard within Australia

The Telecard local call rate as set out in the Calling Card Section of Our Customer Terms

Using a Telecard from overseas

The Telecard rate from that destination as set out in the Calling Card Section of Our Customer Terms

ISDN service

40¢

CustomNet service

40¢

FREECALL 1800 AND FREECALL ONE8 CALL USAGE CHARGES

TYPE OF CALL

NAME OF RATE

DAY 7AM - 7PM, MON-FRI (CHARGE PER MINUTE) GST EXCL.

ECONOMY ALL OTHER TIMES (CHARGES PER MINUTE) GST EXCL.

A local call to a Freecall 1800/One8 service that is not made from a mobile service

Local (First 10 minutes)*

15¢ capped at 35¢ for the first 10 minutes thereafter the following per minute charge applies

15¢ capped at 35¢ for the first 10 minutes thereafter the following per minute charge applies

A call from within the same city charging district as the Freecall 1800/One8 answering point, that is not a local call

City Rate (First 10 minutes)*

15¢ capped at 35¢ for the first 10 minutes thereafter the following per minute charge applies

15¢ capped at 35¢ for the first 10 minutes thereafter the following per minute charge applies

A local call to a Freecall 1800/One8 service that is not made from a mobile service

Local (After first 10 minutes)

12¢

9¢

A call from within the same city charging district as the Freecall 1800/One8 answering point, that is not a local call

City Rate (After first 10 minutes)

12¢

9¢
A call from within the same regional charging district as the Priority One3/1300 answering point, that is not a local call

Regional Rate

15¢

11¢

A call from Tasmania to a Priority One3/1300 which is answered in Tasmania, and is not a local call from the Hobart charging district

Regional Rate

15¢

11¢
A call between these charging districts, that is not a local call of any type:
  • Sydney and Gosford
  • Sydney and Windsor (NSW)
  • Sydney and Campbelltown
  • Sydney and Penrith
  • Melbourne and Mornington

Regional Rate     

15¢

11¢

A call originating in one charging district and terminating in a different charging district (as determined by us), but within the same State

Victoria & Tasmania are treated as one state

State Rate

22¢

17¢

A call between these city charging districts: Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra, Hobart and Darwin, except calls between:

  • Melbourne and Hobart;
  • Adelaide and Darwin; and
  • Sydney and Canberra

which are charged at the State Rate (above)

Intercapital Rate

22¢

17¢

A call between States not included in the Intercapital Rate

National Rate

27¢

21¢

A call from a fixed line or a mobile which terminates on a network application #

Network Terminating Rate

27c

21c

A call from an access service other than a mobile service to an answering point which is a mobile service

Calls from a non mobile and answered on a mobile

45¢

45¢

A call from a mobile service to an answering point which is a non-mobile service

Calls from a mobile answered on a non mobile

22¢

22¢

A call from a mobile service to an answering point which is a mobile service

Mobile to Mobile

45¢

45¢

A call from an access service to an answering point that is not located in Australia

Calls Terminating Overseas

OCT Businessline Complete Rates + 3¢ (GST excl.) per minute, with no flagfall.

 

*Calls that have insufficient calling line identification to identify the call as originating and terminating within the same standard local call area will be charged 12.0c (for Day calls) and 9.0c (for Economy calls) (GST excl.) for the entire length of the call.

 

PRIORITY ONE3 AND PRIORITY 1300 CALL USAGE CHARGES

Type of call

Name of Rate

Day 7am - 7pm, Mon – Fri (charge per minute) GST Excl

Economy All other times (charge per minute) GST Excl.

A local call to a Priority One3/1300 service that is not made from a mobile service

Local

0¢ for the first 15 minutes thereafter the City Rate applies

 

A call from within the same city charging district as the Priority One3/1300 answering point, that is not a local call

City Rate

12¢

9¢

A call from within the same regional charging district as the Priority One3/1300 answering point, that is not a local call

Regional Rate

15¢

11¢

A call from Tasmania to a Priority One3/1300 which is answered in Tasmania, and is not a local call from the Hobart charging district

Regional Rate

15¢

11¢
A call between these charging districts, that is not a local call of any type:
  • Sydney and Gosford
  • Sydney and Windsor (NSW)
  • Sydney and Campbelltown
  • Sydney and Penrith
  • Melbourne and Mornington

Regional Rate

15¢

11¢

A call originating in one charging district and terminating in a different charging district (as determined by us), but within the same State

Victoria & Tasmania are treated as one state

State Rate

22¢

17¢

 

A call between these city charging districts: Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra, Hobart and Darwin, except calls between:

  • Melbourne and Hobart;
  • Adelaide and Darwin; and
  • Sydney and Canberra

which are charged at the State Rate (above)

Intercapital Rate

22¢

17¢

A call between States not included in the Intercapital Rate

National Rate

27¢

21¢

A call from a fixed line or a mobile which terminates on a network application ##

Network Terminating Rate

27c

21c

A call from an access service other than a mobile service to an answering point which is a mobile service

Calls from a non mobile and answered on a mobile

45¢

45¢

A call from a mobile service to an answering point which is a non-mobile service

Calls from a mobile and answered on a non mobile

19¢

19¢

A call from a mobile service to an answering point which is a mobile service

Mobile to mobile

45¢

45¢

A call from an access service to an answering point that is not located in Australia

Calls Terminating Overseas

OCT Businessline Complete Rates + 3¢ (GST excl.) Per minute, with no flagfall.

 

We will charge you the following for any moves and changes to your inbound service

Inbound Services moves and changes charges

GST excl.

Simple moves and changes (for each change)

$40.00

Complex moves and changes (for each change)

$100.00

The most you pay for making moves and changes requested at the same time (for one Inbound Service)

$2,000.00

Simple moves and changes using Service Manager

$100.00

Use of Redirect feature: activation and deactivation (per change) (Note: the charge for an activation or deactivation of Redirect will appear on your bill as a charge for a simple move and change.)

$40.00

International Freecall and Global 800 services

International number connection charge (for each International Freecall or Global 800 number connected)

$66.00

Global 800 number allocation fee (for each Global 800 number allocated to you)

$275.00

Monthly Charges

We will charge you the following monthly charge for your International Freecall service or Global 800 service:

International monthly charge

GST excl.

For each International Freecall number or Global 800 number, per country

$27.50

If your International Freecall service or Global 800 service is cancelled before a particular billing cycle ends, you must pay the monthly charge for that billing cycle.

Call charges

We will charge you a call connection fee and an international call charge (which we will charge you per second) set out in the tables below for each call to your International Freecall service or Global 800 service where your nominated answer point is in Australia.

Where a call to your International Freecall service or Global 800 service is forwarded to an answer point outside Australia, we will charge you the call connection charge and relevant international call charge until the call is forwarded outside Australia at which time, in addition to the international charge, we will charge you International calls at the BusinessLine Complete rates set out in Part D - Business Phone Services section of the Basic Telephone Service section of Our Customer Terms at https://www.telstra.com.au/customer-terms/business-government/business-fixed-line/business-phone-services.

We will start charging you the international call charge from the time that a call is connected to the nominated answer point. We do not charge you if the call is not answered, or if it is connected to a recorded voice announcement or a voice menu and no further connection is made.

CALL CONNECTION FEE

GST EXCL.

For each call

$0.22

For all international call charges please refer to the following customer terms and conditions for country locations and charges Our Customer Terms (Inbound services section) - Part D - International Freecall and Global 800

 

Optional Feature charges

We will charge you the following charges for the optional features:

OPTIONAL FEATURE CHARGES (PER MONTH)

GST EXCL.

Service Access Number (for each group of up to ten Service Access Numbers)

$10.00

Automatic call forwarding (time of day)

$10.00

per nominated answer point

OPTIONAL FEATURE CHARGES (PER CONNECTION)

GST EXCL.

Call Overflow (Automatic Call Forwarding - Busy/No Answer)

$10.00

Extension Dialling

$100.00

Speed Dial (for each speed dial number)

$10.00

Customised menu (options) (for up to nine options)

$100.00

Dial Tone

$50.00

To establish a new answer point or change an existing answer point during any six nominated time periods on any day(s) of the week

$10.00

per answer point

For other recorded voice announcements you already have for your service (changes only – we no longer provide this feature for new connections).

$100.00

The most you pay to connect any number of features to a single service if those features are connected in the same application.

$1,000.00

International suspension charge (per suspended service)

GST excl.

For each month that your service is suspended

$20.00

Phonewords

Below is indicative pricing for phonewords

Monthly charges

Price

12 month minimum cost

Diamond

$5380.49

$64,565.88

Platinum

$4250.82

$51,009.84

Gold

$3423.20

$41,078.40

Silver

$2059.71

$24,716.52

Bronze

$1373.70

$16,484.40

Zinc

$884.48

$10,613.76

Standard

$511.90

$6,143.54

The monthly fees cover your licence to use the phoneword and transfer of rights, but do not include any charges relating to telecommunication services provided in connection with the phoneword.

How do you pay

For all available payment options and fees, visit telstra.com/fees-on-payment-methods

Cancelling your plan

You can contact Telstra by email TEGFreecall@team.telstra.com or call us on 1800 446 813 to cancel your service.

When you cancel, your Inbound service will be disconnected immediately, and you will lose access to selfcare tools.

We won't refund any money you've already paid. Cancellation of your service will impact other services, accessories or device repayments linked with it. We will let you know if any other charges apply when you cancel.

Early termination charge

If you cancel your Freecall One8, Freecall 1800, Priority One3, Priority 1300 or Phonewords service before 12 months from the start date, you will need to pay us for the costs and expenses we have already reasonably incurred or committed to. This amount will not be more than 25% of the monthly charges that would have applied for the rest of the 12 months.

Important things you should know

Plan prices may change.

For customer call charges and charges for moves and changes, please check Our Customer Terms for Inbound Services at telstra.com.au/customer-terms/business-government

FairPlay Policy

You must comply with our FairPlay Policy and not use your service in an unacceptable, unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of, or causes significant congestion to, the network. We may take action if you breach the FairPlay Policy, including suspending or cancelling your service. For more details, visit www.telstra.com.au/customer-terms.

Customer service contact details

For any questions about your offer, technical support, service or connection, you can visit telstra.com/contact us, Telstra Connect, your account representative, or call us on 1800 730 063 Option 4, then option 4. Assurance enquires can be created 24 hours/ 7 days, all other calls are answered Monday to Friday, 9am to 5pm AEST (except national public holidays).

Other contact options

Visit telstra.com.au/contact-us for support options. You can chat with us, visit a store or call us on 13 22 00 or 133 677 (TTY), or +61 439 12 5109 from overseas to get the help you need.

Speak with us in your language

For assistance in languages other than English, call the Telstra Interpreter Service on 1800 241 600 Monday to Friday 8am – 6pm (AEST).

Information about access to internal dispute resolution process

If you're not happy with something and want to make a complaint, visit telstra.com/complaints. We appreciate your feedback and are dedicated to resolving your complaint in a timely, fair, and transparent way.

This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms.

Contact details for the Telecommunications Industry Ombudsman (TIO)

If you are not happy with how your complaint has been resolved you can contact the Telecommunications Industry Ombudsman (TIO), go to www.tio.com.au or call 1800 062 058. The TIO is a free and independent service.

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