Fees & charges
The following fees may apply in addition to your monthly charges. All prices exclude GST.
Change fees
The following charges apply for change requests processed by our Support and Technical teams.
Title
Description
Business hours*
After hours
Inbound numbers
Simple routingComplex routing
$10$40
$50$100
Live answering
Simple changes (name, number, email)Complex changesChanges that do not affect billingRequest for call records
$15To be quoted$15 per request$25 per request
$50To be quoted$50 per requestNot 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.
$40 for up to 2 hours of technical support.
$100 per request.
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 Numbers
Change answer point and modify preferencesCaller ID overrideEnable Voice2EmailEnable Business Intro
$15 per request$15 per requestStarts at $15 per request Professional recording quoted separatelyStarts at $15 per request Professional recording quoted separately
$50 per request$50 per requestStarts at $50 per request Professional recording quoted separatelyStarts 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 MICRO, STARTER, & GROW plans
$50 for ADVANCE plans
* Switching between services is not considered a plan upgrade/downgrade (i.e. 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
$30 for MICRO, STARTER & GROW plans $50 for ADVANCE plans
Change to another monthly plan*
Free for MICRO, 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
$50
(Professional recording starts from $85)
Update existing Business Intro recording
(e.g. new script, different voice professional)
$40
(Professional recording starts from $85)
Cancel service within the first 12 months
$25
Transfer/Port-away service to another carrier within the first 12 months
$75
Upgrades and downgrades are processed at the beginning of the next calendar month, except for upgrades to ADVANCE plans, which will take effect after approximately 10 business days.
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
^ Includes up to 30 answerpoints ($5 per additional answerpoint) and a standard greeting, ‘Thank you for calling. Please enter your post code.’ A custom greeting can be created using our Business Intro service (from just $10 per monthly, $50 one-time setup).
Live answering
Description
Cost
Setup fee
$30 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
‡ Switch plans for the exact same service, anytime for free. Upgrades and downgrades will be processed at the beginning of the next calendar month.
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 $85*
Voice prompt menus (IVR)
Description
Cost
Main Menu Setup(1-5 call forward IVR numbers)
$100
Change IVR answerpoint / destination number
$10
Upload new IVR audio after reproduction
$50
Each additional sub-menu (1-3 call forward IVR numbers)
$30
Record professional voice menu selection(optional)
To be quoted. Starts at $85*
Change IVR audio(reproduction)
Quote*
Account management & billing
All requests are processed during business hours only (M-F 8am-4pm AEST/AEDT, except public holidays).
Description
Cost
Change of Direct Debit details
Free
View your monthly acounts via online customer portal
Free
‘Drill down’ to see details of charges via online customer portal
Free
Reprint your invoices via online customer portal
Free
Resend invoice
$15
Resend online customer portal login details
$15
Transfer one or more services from an Alltel account entity to another Alltel account entity(without Hosted PBX services)
$25
Transfer one or more services from an Alltel account entity to another Alltel account entity(with Hosted PBX services)
$150
Direct debit dishonour administration fee
$12.50
Overdue account administration fee
$12.50
Visa / Mastercard
0.8% + GST
Amex
3.135% + GST
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
Live answering service
$25
Fax2Email
$25
Voice2Email
$25
Hosted PBX after suspension
$20
Hosted PBX after cancellation
$100
Local Numbers
$25
Quick links
Change fees Plan changes Inbound numbers Inbound number routing Live answering Internet Fax2Email/Voice2Email Voice prompt menus (IVR) Account management and billing Emergency/Urgent changes surcharge Service reconnection(after suspension or cancellation)
Plan changes
Inbound numbers
Inbound number routing
Live answering
Internet
Fax2Email/Voice2Email
Voice prompt menus (IVR)
Account management and billing
Emergency/Urgent changes surcharge
Service reconnection(after suspension or cancellation)
BackChange fees
The following charges apply for change requests processed by our Support and Technical teams.
Inbound numbers
Simple routing
Business hours $10After hours $50
Complex routing
Business hours $40After hours $100
Live answering
Simple changes(name, number, email)
Business hours $15After hours $50
Complex changes
Business hours To be quotedAfter hours To be quoted
Changes that do not affect billing
Business hours $15 per requestAfter hours $50 per request
Request for call records
Business hours $25 per requestAfter hours Not Available
Hosted PBX
Changes made by the customer via the SmartConnect portal are free of charge.
Business hours $80 per hour, billed in 15 minute incrementsAfter hours $150 per hour, billed in 15 minute increments
All other changes processed by the Technical team will be quoted in advance.
Business hours ($60 minimum charge)After hours ($100 minimum charge)
Fax2Email
Changes to sender and recipient emails
Business hours $15 per requestAfter hours $50 per request
Voice2Email
Changes to assigned emails, PIN, and updates to greeting file
Business hours $15 per requestAfter hours $50 per request
Local Numbers
Changes to assigned emails, PIN, and updates to greeting file
Business hours $15 per requestAfter hours $50 per request
Caller ID override
Business hours $15 per requestAfter hours $50 per request
Enable Voice2Email
Business hours Starts at $15 per request Professional recording quoted separatelyAfter hours Starts at $50 per request Professional recording quoted separately
Enable Business Intro
Starts at $15 per request Professional recording quoted separatelyStarts at $50 per request Professional recording quoted separately
Emergency/Urgent Changes(All services)
Business hours $50After hours $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.
Inbound Numbers
Cost
Free for MICRO, STARTER, & GROW plans
$50 for ADVANCE plans
* Switching between services is not considered a plan upgrade/downgrade (i.e. Fibre 400 to NBN).
These changes require the cancellation of the existing service, and a new order to be placed.
Inbound numbers
Setup fee
Cost
$30 for MICRO, STARTER & GROW plans $50 for ADVANCE plans
Change to another monthly plan*
Cost
Free for MICRO, STARTER & GROW plans $50 for ADVANCE plans**
Change answerpoint / destination number
Cost
$10
Change IVR answerpoint / destination number
Cost
$10
Set up costs for Business Intro
Includes professional recording of up to 20 words
Cost
$50(Professional recording starts from $85)
Update existing Business Intro recording
(e.g. new script, different voice professional)
Cost
$40 (Professional recording starts from $85)
Cancel service within the first 12 months
Cost
$25
Transfer/Port-away service to another carrier within the first 12 months
Cost
$75
*Plan changes for MICRO, STARTER, & GROW plans are free. Switching to or from ADVANCE plans incurs a $50 charge ex GST.
Upgrades and downgrades are processed at the beginning of the next calendar month, except for upgrades to ADVANCE plans, which will take effect after approximately 10 business days.
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.
Australia-wide routing (one answerpoint)
Cost
Free
State-based routing
Cost
Free
Region-based routing
Cost
Setup $49Monthly $29
Area-based routing
Cost
Setup $79Monthly $49
Exchange-based routing‡
Cost
Setup $149Monthly $79
Time and day-based routing
Cost
Free
Call Splaying
Cost
Free
Call Forward
Cost
Free
Call Barring
Cost
Free
Postcode Prompting
Cost
Setup $199Monthly $99
Change routing/timing
Cost
$10
Change other routing options
Cost
To be quoted
‡ Includes up to 19 answerpoints ($5 per additional answerpoint thereafter)
^ Includes up to 30 answerpoints ($5 per additional answerpoint) and a standard greeting, ‘Thank you for calling. Please enter your post code.’ A custom greeting can be created using our Business Intro service (from just $10 per monthly, $50 one-time setup).
Live answering
Setup fee
Cost
$30 per account
Set up personalised greeting/script**
Cost
$5 per month
Set up personalised sign-off
Cost
$5 per month
Change greeting
Cost
$15
Add new team/staff member
Cost
$5 per team/staff monthly/p>
Change team/staff contact details
Cost
$15
Add multiple SMS recipients
Cost
$10 per mobile number monthly
Add multiple email recipients
Cost
Free
Change receiving mobile number or email address
Cost
$15
Add custom fields of information or additional questions
Cost
$10 per month
Change to a different monthly plan for the exact same service‡
(i.e. RECEPTION CONNECT to RC CONNECT 45)
Cost
Free
Additional concierge transfers
Cost
$25 per alternate number monthly
** Standard script includes greeting a caller in your business name and offering to take a message. Charges apply for scripts that require operators to request or offer additional information (in addition to regular setup and change fees).
‡ Switch plans for the exact same service, anytime for free. Upgrades and downgrades will be processed at the beginning of the next calendar month.
Internet
Technician fee-for-service for install and configuration.
(Maximum 5 hrs of work. Technician is limited to areas within Melbourne)
Cost
$250
New copper pair
Cost
$450
Fax2Email/Voice2Email
Setup Fax2Email/Voice2Email
(includes a dedicated local number)
Cost
$10
Setup Email2Fax
Cost
Free
Change to another monthly plan‡
Cost
Free
Change email address to receive messages
Cost
$15
Resend Fax2Email/Voice2Email message
Cost
$15
Voice2Email: Record professional greeting/message
(optional)
Cost
To be quoted. Starts at $85*
‡ Switch plans for the exact same service, anytime for free. Upgrades and downgrades will be processed at the beginning of the next calendar month.
Voice prompt menus (IVR)
Main Menu Setup
(1-5 call forward IVR numbers)
Cost
$100
Change IVR answerpoint / destination number
Cost
$10
Upload new IVR audio after reproduction
Cost
$50
Each additional sub-menu
(1-3 call forward IVR numbers)
Cost
$30
Record professional voice menu selection
(optional)
Cost
To be quoted. Starts at $85*
Change IVR audio
(reproduction)
Cost
Quote*
* Cost will vary depending on level of complexity and length of recording
Account management & billing
All requests are processed during business hours only (M-F 8am-4pm AEST/AEDT, except public holidays).
Change of Direct Debit details
Cost
Free
View your monthly acounts via online customer portal
Cost
Free
‘Drill down’ to see details of charges via online customer portal
Cost
Free
Reprint your invoices via online customer portal
Cost
Free
Resend invoice
Cost
$15
Resend online customer portal login details
Cost
$15
Transfer one or more services from an Alltel account entity to another Alltel account entity
(without Hosted PBX services)
Cost
$25
Transfer one or more services from an Alltel account entity to another Alltel account entity
(with Hosted PBX services)
Cost
$150
Direct debit dishonour administration fee
Cost
$12.50
Overdue account administration fee
Cost
$12.50
Visa / Mastercard
Cost
0.7273% + GST (minimum $1)
Amex
Cost
2.85% + GST (minimum $1)
Emergency/urgent changes surcharge
Request received before 4:00pm normal business days*
Cost
$50
Request received after 4:00pm normal business days or outside normal business hours
Cost
$100
*Normal business hours are 8:00 am to 4:00pm AEST, Monday – Friday except public holidays
Service reconnection (after suspension or cancellation)
13/1300/1800 Number
(after suspension)
Cost
$20
13/1300/1800 Number
(after cancellation)
Cost
$100
Live answering service
Cost
$25
Fax2Email
Cost
$25
Voice2Email
Cost
$25
Hosted PBX after suspension
Cost
$20
Hosted PBX after cancellation
Cost
$100
Local Numbers
Cost
$25