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.

$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 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

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

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

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

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

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

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).

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

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)
The following fees may apply in addition to your monthly charges. All prices exclude GST.
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)

Change fees

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

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

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

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

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

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

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*

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*

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

Service reconnection (after suspension or cancellation)

13/1300/1800 Number
(after suspension)

Cost

$20

13/1300/1800 Number
(after cancellation)

Cost

$100

Virtual Receptionist 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