Change Fees

The following charges apply for change requests processed by our Support and Technical teams.

Description

Business hours
M-F 8:00AM-4:00PM AEST
EXCEPT PUBLIC HOLIDAYS

After-hours

Inbound Numbers

Simple Routing

Complex routing

$10

$40

$50

$100

Virtual Reception

Simple changes (name, number, email)

Complex changes

Changes that do not affect billing

Request for call records

$15

To be quoted

$15 per request

$25 per request

$50

To be quoted

$50 per request

Not Available

Hosted PBX

Changes made by the customer via the SmartConnect portal are free of charge. All other changes processed by the Technical team will be quoted in advance.

$80 per hour,
billed in 15 minute increments ($60 minimum charge)

$150 per hour,
billed in 15 minute increments ($100 minimum charge)

Fax2Email

Changes to sender and recipient emails

$15 per request

$50 per request

Voice2Email

Changes to assigned emails, PIN, and updates to greeting file

$15 per request

$50 per request

Local Connect

Change answer point and modify preferences

Caller ID override

$15 per request

$50 per request

Enable Voice2Email

Enable Business Intro

Starts at $15 per request Professional recording quoted separately

Starts at $50 per request Professional recording quoted separately

Emergency/Urgent Changes(All services)

$50

$100

Plan Changes

Switching plans for the exact same service is free of charge, except for Inbound Numbers (see below). Upgrades are estimated to take effect on the
next business day. Downgrades are estimated to take effect at the beginning of the next calendar month.

Description

Cost

Inbound Numbers

Free for BASIC, STARTER, & GROW plans
$50 for ADVANCE plans

* Switching between services is not considered a plan upgrade/downgrade (i.e. Reception Connect to Team Messenger, or Fibre 400 to NBN). These changes require the cancellation of the existing service, and a new order to be placed.

Inbound Numbers

Description

Cost

Setup fee

$19 for BASIC, STARTER & GROW plans $50 for ADVANCE plans

Change to another monthly plan*

Free for BASIC, STARTER & GROW plans $50 for ADVANCE plans**

Change answerpoint / destination number

$10

Change IVR answerpoint / destination number

$10

Set up costs for Business Intro
Includes professional recording of up to 20 words

$49
(additional words to be quoted separately)

Update existing Business Intro recording
(e.g. new script, different voice professional)

$40
(additional words to be quoted separately)

Cancel service within the first 12 months

$25

Transfer/Port-away service to another carrier within the first 12 months

$75

Inbound Number Routing

The following setup fees apply to simple routing schemes only. Additional fees may apply for complex routing/barring configurations, and will be quoted in advance. Refer to the Change Fees table for pricing on subsequent change requests.

Description

Cost

Australia-wide routing (one answerpoint)

Free

State-based routing

Free

Region-based routing

Setup $49
Monthly $29

Area-based routing

Setup $79
Monthly $49

Exchange-based routing

Setup $149
Monthly $79

Time and day-based routing

Free

Call Splaying

Free

Call Forward

Free

Call Barring

Free

Postcode Prompting

Setup $199^
Monthly $99

Change routing/timing

$10

Change other routing options

To be quoted

Virtual Receptionist

Description

Cost

Setup fee

$25 per account

Set up personalised greeting/script**

$5 per month

Set up personalised sign-off

$5 per month

Change greeting

$15

Add new team/staff member

$5 per team/staff monthly

Change team/staff contact details

$15

Add multiple SMS recipients

$10 per mobile number monthly

Add multiple email recipients

Free

Change receiving mobile number or email address

$15

Add custom fields of information or additional questions

$10 per month

Change to a different monthly plan for the exact same service‡
(i.e. RECEPTION CONNECT to RC CONNECT 45)

Free

Additional concierge transfers

$25 per alternate number monthly

Internet

Description

Cost

Technician fee-for-service for install and configuration.
(Maximum 5 hrs of work. Technician is limited to areas within Melbourne)

$250

New copper pair

$450

Fax2Email/Voice2Email

Description

Cost

Setup Fax2Email/Voice2Email
(includes a dedicated local number)

$10

Setup Email2Fax

Free

Change to another monthly plan

Free

Change email address to receive messages

$15

Resend Fax2Email/Voice2Email message

$15

Voice2Email: Record professional greeting/message (optional)

To be quoted. Starts at $49.*

Voice Prompt Menus (IVR)

Description

Cost

Main Menu Setup (1-5 call forward IVR numbers)

$99

Each additional sub-menu (1-3 call forward IVR numbers)

$30

To be quoted. Starts at $49.*

Change IVR audio (reproduction)

Quote*

Emergency/Urgent changes surcharge

Description

Cost

Request received before 4:00pm normal business days*

$50

Request received after 4:00pm normal business days or outside normal business hours

$100

Service reconnection (after suspension or cancellation)

Description

Cost

13/1300/1800 Number (after suspension)

$20

13/1300/1800 Number (after cancellation)

$100

Virtual Receptionist Service

$25

Fax2Email

$25

Voice2Email

$25

Hosted PBX after suspension

$20

Hosted PBX after cancellation

$100