Fees & charges

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

Change fees

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

Title

Description

Business hours*

After hours

Inbound numbers

Simple routing

Complex routing

$10

$40

$50

$100

Live answering

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.

$40 for up to 2 hours of technical support.$100 per request.
Fax2EmailChanges 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 preferences

Caller ID override

Enable Voice2Email

Enable Business Intro

$15 per request

$15 per request

Starts at $15 per request Professional recording quoted separately

Starts at $15 per request Professional recording quoted separately

$50 per request.

$50 per request.

Starts at $50 per request Professional recording quoted separately

Starts 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.

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

Inbound numbers

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

DescriptionCost
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$40 (Professional recording starts from $85)

*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 fees may apply in addition to your monthly charges. All prices exclude GST.

DescriptionCost
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/td>
Call Barring Free/td>
Postcode Prompting Setup $199
Monthly $99
Change routing/timing/td> $10/td>
Change other routing options/td>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

DescriptionCost
Setup fee$30 per account
Set up personalised greeting/script**$10 per month
Set up personalised sign-off$10 per month
Change greeting$15
Add new team/staff member$10 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

** 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

DescriptionCost
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

DescriptionCost
Setup Fax2Email/Voice2Email (includes a dedicated local number)$10
Setup Email2FaxFree
Change to another monthly planFree
Change email address to receive messages$15
Resend Fax2Email/Voice2Email message$15
Voice2Email: Record professional greeting/message (optional)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)

DescriptionCost
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*

* Cost will vary depending on level of complexity and length of recording.

Emergency/urgent changes surcharge

DescriptionCost
Request received before 4:00pm normal business days*$50
Request received after 4:00pm normal business days or outside normal business hours$100
Normal business hours are 8:00 am to 4:00pm AEST, Monday – Friday except public holidays

Switch plans for the exact same service, anytime for free. Upgrades and downgrades will be processed at the beginning of the next calendar month.

Service reconnection (after suspension or cancellation)

DescriptionCost

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

Change fees

Inbound numbers

Description Simple Routing

Business Hours $10

After Hours $50



Description Complex Routing

Business Hours $40

After Hours $100

Live answering

Simple changes (name, number, email)

Business hours: $15

After hours: $50



Complex changes

Business hours: To be quoted

After hours: To be quoted



Changes that do not affect billing

Business hours: $15 per request

After hours: $50 per request



Request for call records

Business hours: $25 per request

After hours: 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.


Business hours: $40 for up to 2 hours of technical support.

After hours: $100 per request.

Fax2Email

Changes to sender and recipient emails.


Business hours: $15 per request

After hours: $50 per request.

Voice2Email

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


Business hours: $15 per request

After hours: $50 per request.

Local numbers

Change answer point and modify preferences


Business hours: $15 per request

After hours: $50 per request


Caller ID override


Business hours: $15 per request

After hours: $50 per request


Enable Voice2Email


Business hours: Starts at $15 per request Professional recording quoted separately

After hours: Starts at $50 per request Professional recording quoted separately

Enable Business Intro


Business hours: Starts at $15 per request Professional recording quoted separately

After hours: Starts at $50 per request Professional recording quoted separately

Emergency/Urgent Changes(All services)


Business hours: $50 per request

After hours: $100 per request

Plan changes

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

Business hours: $50 per request

After hours: $100 per request

Inbound numbers

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

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

*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 $49
Monthly $29

Area-based routing

Cost
Setup $79
Monthly $49

Exchange-based routing‡

Cost
Setup $149
Monthly $79

Time and day-based routing

Cost Free

Call Splaying

Cost Free

Call Forward

Cost Free

Call Barring

Cost Free

Postcode Prompting

Cost
Setup $199
Monthly $99

Change routing/timing

Cost
$10

Additional concierge transfers

Cost
$25 per alternate number monthly

Change other routing options

Cost To be quoted

** 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).

‡ 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 $10 per account

Set up personalised sign-off

Cost $10 per account

Change greeting

Cost $15

Add new team/staff member

Cost $10 per team/staff monthly

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)

$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*

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)

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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*

* 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

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

0.7273% + GSTT

AMEX

2.85% + GST

Plan changes

All requests are processed during business hours only (M-F 8am-4pm AEST/AEDT, except public holidays).

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

0.7273% + GST

Amex

2.85% + GST

Emergency/urgent changes surcharge

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Request received before 4:00pm normal business days*

$50

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

$100

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

$100

*Normal business hours are 8:00 am to 4:00pm AEST, Monday – Friday except public holidays

Plan changes

Service reconnection (after suspension or cancellation)

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