Download Critical Information Summary

Download PDF

Information About the Service

The Australia Broadband VoIP subscription is a Voice-over-Internet-Protocol (VoIP) service that allows you to make and receive phone calls, like you do when using a traditional phone handset but instead of your calls being delivered over a traditional phone line, they travel over the National Broadband Network (nbn™).

This service is not suitable if you have a serious illness or life-threatening condition, if you require disability services, if you have a back-to-base home alarm system or if you require an uninterrupted phone line.

What do I need in order to sign up for Australia Broadband VoIP service?

To sign up for Australia Broadband VoIP, you’ll need an active nbn™ subscription from Australia Broadband.

Do I need a VoIP capable nbn compatible modem?

Yes, you’ll need a nbn compatible modem to connect the nbn. Your modem also must be VoIP capable. If you bring your own, we can only offer limited support for BYO modem configuration. We recommend you purchase a VoIP capable nbn-ready Wi-Fi modem with pre-configured settings (plug and play) from us. All Australia Broadband supplied modems are VoIP capable. Once purchased, this modem is non-refundable, other than in accordance with your rights under the Australian Consumer Law.

How long do I need to sign up for?

The minimum term is one calendar month. Services are provided on a rolling month to month basis and you can cancel your Australia Broadband subscription at any time.

Information About Pricing

Subscription Charges

NBN Phone PlanAustralia LandlinesAll of AustraliaInternational Saver
Monthly Subscription Charge$10$20$30
Local CallsIncludedIncludedIncluded
National CallsIncludedIncludedIncluded
Calls to Australian Mobiles$0.15 per minuteIncludedIncluded
Calls to 13/1300 number$0.44 per call$0.44 per call$0.44 per call
Cost of making a two-minute standard mobile call$0.30$0.00$0.00
Calls to standard landlines in 15 international destinations including: Canada, France, Ireland, Netherlands, Spain, UK, USA, China, India, NZ, Italy, Vietnam, Philippines and South AfricaNot IncludedIncluded
Calls to Other International DestinationsFrom $0.05 per minute. Learn more about our International Rates at: International Rates
  • Timed charges for Standard National Calls, Calls to Australian Mobiles, and International calls are billed in per second increments; and
  • Calls to international mobile services are not included in the International Saver plan. For these destinations, refer to Calls to Other International Destinations.

Can I transfer my existing phone number to Australia Broadband?

Yes, you can select to transfer your phone number to Australia Broadband if it has not been disconnected by your previous retail service provider.  We can also provide you with a phone number which will be allocated from the number range of your closest capital city (which will be “out of area number” if you are not located in that city).

FTTC Connections

If your premises are serviced by nbn™ FTTC, it is NOT possible to retain an existing PSTN phone number as NBN Co does not allow voiceband continuity on FTTC. Therefore, your existing PSTN phone line will be disconnected automatically once your nbn™ FTTC service is activated.

Customer Service Guarantee Waiver

Australia Broadband only offers its VoIP plans if you waive your rights under the Customer Service Guarantee (CSG). By signing up with Australia Broadband, you agree to waive your rights under the CSG as outlined at CSG Waiver

Can I use my existing phone Australia Broadband?

Yes, you can use any phone handset, as long as it was compatible with your previous Telstra telephone line. On the nbn™, your Home Phone service use the internet. Simply plug your phone handset into your VoIP capable nbn-ready modem to make and receive calls. Australia Broadband does not supply phone handsets.

How do I keep track of my usage?

You can keep track of your usage online by signing into your Australia Broadband account on our website at Australia Broadband Online

How will I be billed?

Your Australia Broadband subscription is a prepaid service only available by direct debit using a credit or debit card. You’ll need to keep a working payment method (Visa or MasterCard) at all times. You’ll be charged on or around the 1st day of each month for that month’s subscription.

Fees for miscellaneous charges such as incorrect call out will be sent to you via invoice and deducted from your elected payment method after 7 days. A miscellaneous bill will only be raised on an ad-hoc basis with your prior knowledge and consent.

Do I have to make a prepayment for call usage?

Yes, you’ll need to make a prepayment of $20 on top of your monthly subscription for call usage that is not included with your plan. The prepayment will be debited from your credit or debit card when you order your Australia Broadband VoIP service.

If your call usage balance falls below $10, we will automatically direct debit a sufficient amount to restore your prepayment amount. If you call usage is high, we may debit your credit or debit card more than once per month.

If you do not exceed the included value and do not incur charges that are excluded from your plan, there will be no automatic top-ups.

We will send you messages about your usage and debits during the month.

What happens if my direct debit fails?

Your VoIP service may become inactive if our attempts to debit your credit or debit card to top up your prepayment are unsuccessful.

What happens if I cancel my VoIP subscription?

You can cancel your subscription at any time by informing us before the end of the month. If you don’t inform us of your cancellation before the end of the month, you will be charged for another month’s subscription. If you cancel your subscription, we won’t refund any fees that you’ve already paid to us. There are no pro-rata subscription credits or refunds for any unused period upon cancellation.

All unpaid charges will be direct debited from your credit or debit card on the date your subscription has been cancelled or shortly thereafter.

What is your consumer compensation policy?

Consumers are entitled to any compensation applicable in relation to service faults or outages that last more than 1 day where the fault lies with the nbn™ up to the network boundary point. By signing up to a subscription, you accept we do not offer any compensation from any business losses you incur due to a fault on your nbn™ service. We do not provide compensation for interim services such as mobile call charges. Learn more about consumer compensation at: Compensation Policy

Is my VoIP subscription subject to a Fair Use policy?

All Australia Broadband services are subject to our Fair Go policy. Prohibited Use includes using this service in a business or for any purpose or activity that is illegal, fraudulent or any other nature contrary to our Fair Go policy.

Other Information

Customer Service Contact Details

We’re available on 1300 023 354. You can also contact us at or visit our online Help & Support Centre at by clicking on Support. Learn more about our operating hours and contacts: How do I contact Australia Broadband?

Dispute Resolution Process

We’re not happy unless you are. Most issues can usually be solved by calling us on 1300 023 354. If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, visit Our Complaint Handling Policy or please contact Customer Relations by email at

Our Customer Terms

This is a summary only. For Full legal terms visit our Customer Terms

Australia Broadband and the Australia Broadband logo are trademarks of Australia Broadband (ABN 27 133 173 957).

nbn™ is a trademark of NBN Co Ltd and is used under licence.