ACMA 1300 Number Regulations Explained: What Australian Businesses Must Know

This page covers the Australian Communications and Media Authority (ACMA) regulatory framework for 1300 and 1800 numbers -- specifically what Australian businesses are required to do, what they cannot do, and where most operators get it wrong. Need to Know Comms is an independent Australian communications publishing project with direct experience across number porting, carrier contracts, and ACMA compliance. By the end of this guide you will understand whether you actually 'own' your 1300 number, what your advertising obligations are, how porting works, and what happens to your number if you close or switch carriers.

Who Is ACMA and Why Does It Control Your 1300 Number?

The Australian Communications and Media Authority is the federal regulator responsible for managing Australia's numbering plan. Under the Telecommunications Act 1997 and the Numbering Plan for the Australian Telecommunications Industry, ACMA maintains the register of all telephone numbers in Australia -- including the 1300 and 1800 series.

This matters for your business for one simple reason: 1300 and 1800 numbers are a public resource, not a commodity. They are assigned, not sold. ACMA sets the rules for how carriers can allocate them, how businesses can use them, and what happens when those rules are broken. Your carrier acts as the intermediary -- they hold the number in the ACMA number pool and assign it to your service.

The Assignment Model: You Do Not Own Your 1300 Number

This is the single most important thing to understand about 1300 numbers: you do not own your 1300 number. You hold an assignment right.

Under the ACMA numbering framework, 1300 and 1800 numbers belong to the national pool. A carrier that is an ACMA-authorised number-holder (sometimes called a Carriage Service Provider, or CSP) can be allocated blocks of numbers from that pool. When you take out a 1300 service with a carrier, the carrier assigns one of those numbers to your account.

What you hold is a service agreement with a carrier that includes the right to use a specific number. The number itself remains the carrier's allocated asset. If your carrier loses its ACMA authorisation, or if you breach your service agreement, the assignment can be revoked.

In practice, this means:

• You cannot sell your 1300 number to another business independently. The number has no market value outside of a service agreement.
• You cannot sublet your 1300 number to another business without your carrier's involvement. ACMA's rules prohibit unauthorised subletting.
• If your business closes, the number returns to the carrier's pool and then back to the ACMA number pool. It cannot be transferred as an asset.
• If you want to take your number to a different carrier, you can -- but this is called porting, and it follows a separate process with its own timeline and rules.

How 1300 and 1800 Numbers Differ: Call Costs and Charging Structure

ACMA's rules treat 1300 and 1800 numbers differently because their call cost structures are different. Understanding this distinction also affects your advertising and service obligations.

1300 Numbers: Shared Cost

1300 numbers are classified as local rate numbers. When a caller dials a 1300 number from a standard landline, they pay the equivalent of a local call. When calling from a mobile, the call is charged at the caller's standard mobile rate (which varies by plan and carrier). 1300 numbers are not free for the caller.

The business pays an inbound component on top of whatever the caller pays. Your carrier charges you for receiving each call -- typically a per-minute rate, though some plans include bundles. The carrier also charges a monthly service fee for the number and routing.

This 'shared cost' model is why ACMA distinguishes 1300 from 1800: both parties contribute to the cost of the call.

1800 Numbers: Free to Caller

1800 numbers are free to the caller. The business pays all call costs -- both the connection and per-minute usage. This includes calls from landlines and, in most cases, from mobiles (though mobile-to-1800 charging has historically varied; most carriers now include mobile calls to 1800 at no charge to the caller).

Because the business absorbs 100% of call costs, 1800 numbers are typically used by larger organisations, government services, and national contact centres where the commercial benefit of removing call cost barriers outweighs the higher inbound bill. For small and medium businesses, 1300 numbers are far more common due to lower inbound costs. See our full comparison of 1300 vs 1800 numbers for a detailed cost and use-case breakdown.

How to Get a 1300 Number: The Application Process

You cannot apply for a 1300 number directly from ACMA. The process works through an authorised carrier:

1. Choose a carrier -- Any licensed Carriage Service Provider can assign a 1300 number as part of a phone service. Providers include Telstra, Optus, and specialist VOIP carriers such as Maxotel, Vonex, and Aussie Broadband.
2. Select a number -- Standard 1300 numbers are assigned from available stock. If you want a specific or memorable number, you are in SmartNumbers territory (see below).
3. Set up call routing -- A 1300 number is not a standalone phone line. It is a virtual overlay that routes inbound calls to an underlying destination number. That destination can be a landline, a mobile, a VOIP extension, or a PBX system. You set the routing in your carrier's portal.
4. Keep it active -- ACMA's rules require that assigned 1300 numbers remain active and correctly routed. A number assigned to a disconnected destination is a regulatory risk.

SmartNumbers: ACMA's Premium Number Auction System

If you want a memorable or vanity 1300 number -- for example, 1300 PLUMBER, 1300 LAWHELP, or a sequential number like 1300 222 000 -- you are dealing with ACMA's SmartNumbers system.

SmartNumbers are premium 1300 and 1800 numbers that ACMA auctions through its online registry at smartnumbers.com.au. The auction process works as follows:

• Businesses register for a SmartNumbers account directly with ACMA.
• Available numbers are listed with a reserve bid price (from as low as $250 for some numbers, up to tens of thousands for highly memorable sequences).
• You bid for the number you want. The highest bid within the auction period wins.
• Once you win, ACMA issues you a SmartNumber entitlement. You then take this entitlement to any ACMA-authorised carrier to activate the service.
• Annual renewal fees apply for SmartNumber entitlements. If you do not renew, the entitlement lapses and the number returns to auction.

Critically, the entitlement is separate from the service. If you change carriers, you take your SmartNumber entitlement with you and instruct your new carrier to activate it. The entitlement is the closest thing to 'ownership' of a 1300 number that exists under Australian law -- but it is still a licensed right, not outright ownership.

Advertising Obligations: What ACMA Expects When You Publicise Your 1300 Number

Under ACMA's numbering rules, advertising a 1300 number creates an obligation. Specifically:

• The number must be active and correctly routed. If you publish a 1300 number on a website, business cards, signage, or advertising, that number must connect to a live, staffed (or voicemail-enabled) service. ACMA can investigate complaints about numbers that are advertised but connect to nothing.
• Disclosure of call costs. Under ACMA's Consumer Protection Measures, businesses advertising 1300 numbers should note that calls from mobiles may incur charges. While this is more of a consumer information standard than a strict legal requirement for all advertising, it is best practice -- and legally relevant if a consumer complains they were misled about call costs.
• Number abandonment. If you close your business or stop using a 1300 number, you must cancel the service with your carrier. Leaving an active 1300 number routing to a disconnected line -- especially if still advertised -- creates a regulatory risk and poor consumer experience. ACMA has the power to direct carriers to reclaim numbers that are not properly maintained.

Number Porting: Taking Your 1300 Number to a Different Carrier

You have the right to port your 1300 number to a new carrier if you switch providers. This is known as Category C porting under the ACMA numbering framework and the ACIF C570 Industry Code.

Category C porting applies to inbound numbers (1300 and 1800 series) and is more complex than standard local number porting (Category A) or mobile number porting (Category B). Key differences:

• Longer timeline. Category C ports typically take 5-15 business days, sometimes longer for complex configurations. Category A local number ports take 1-2 business days. Do not expect to port a 1300 number overnight.
• Carrier coordination. Your new carrier initiates the port request with your old carrier via ACMA's number management database. Your old carrier has a limited window to reject the port (typically 2 business days) and can only reject on valid technical grounds, not commercial pressure.
• Service continuity risk. During the porting window, there is a brief period where calls may not route correctly. Your new carrier should provide a cutover window time and you should test immediately after port completion.
• No port fee charged to the customer. Under Australian Consumer Law and ACMA's framework, carriers cannot charge you a fee specifically for porting your number away (though they may have contract exit fees -- see below).

See our detailed guide on porting a 1300 number to a VOIP carrier and our broader number porting guide for Australian businesses.

Contract Exit and Consumer Law Protections

When you sign up for a 1300 number service, you typically agree to a carrier contract. Key consumer law and ACMA protections apply:

• Number portability is a right, not a privilege. Your carrier cannot block you from porting your 1300 number when you leave, regardless of whether you are still within a contract term. They may charge a legitimate contract exit fee, but they cannot hold your number hostage.
• No-penalty porting within rights. If your carrier materially changes the service (for example, increasing prices significantly mid-contract), you may have the right to exit without penalty under Australian Consumer Law's provisions around material contract variation.
• Telco-specific ombudsman. If a carrier refuses to port your number or applies unfair exit fees, you can escalate to the Telecommunications Industry Ombudsman (TIO). The TIO has jurisdiction over all licensed carriers and disputes are free for the consumer.
• Written notice of intent to port. Best practice is to notify your existing carrier in writing that you are porting away. This creates a paper trail and starts the clock on their legitimate objection window.

What Happens to Your 1300 Number When Your Business Closes

This is an area many business owners never consider until it is too late. Under the ACMA numbering framework:

• Standard 1300 numbers return to the pool. When you cancel a standard 1300 service, the carrier eventually returns the number to the ACMA pool. It can then be re-assigned to another business. You cannot sell the number, transfer it to a buyer as a standalone asset, or reserve it for future use.
• SmartNumber entitlements can be transferred -- with limitations. If you hold a SmartNumber entitlement, that entitlement can be transferred to a new owner (for example, if you sell your business). The buyer would need a SmartNumbers account and the transfer is lodged with ACMA. However, the entitlement must have an active service -- you cannot hold a SmartNumber entitlement without a carrier activating the underlying service.
• If selling your business, clarify the 1300 number situation early in the transaction. If it is a standard assigned number, the buyer will need to establish a new service with a carrier and request the number be re-assigned. If it is a SmartNumber entitlement, the entitlement transfer should be part of the business sale documentation.
• Notify your carrier. Do not simply stop paying your bill and assume the number will be cancelled cleanly. Contact your carrier, cancel the service formally, and confirm the number cancellation in writing. This closes your liability and ensures the number is correctly returned to the pool.

Subletting: What You Cannot Do With Your 1300 Number

ACMA's rules prohibit subletting of 1300 numbers without carrier involvement. Subletting means routing your 1300 number to a third party's lines and effectively renting it to them. This is not permitted under the numbering framework because:

• The number is assigned to you as the account holder for your business's use.
• Allowing another business to effectively operate under your 1300 number obscures accountability for the service.
• ACMA needs to be able to trace any number to a responsible party.

If you run a franchise or multi-entity operation and want multiple entities to use related 1300 numbers, the correct approach is for each entity to establish its own service with a carrier -- not to route one number across multiple unrelated businesses.

What Most Businesses Get Wrong About ACMA 1300 Regulations

After reviewing how businesses approach 1300 number compliance, three mistakes come up repeatedly:

Mistake 1: Believing You Own the Number

The most common misconception is that a 1300 number is an asset you own outright. It is not. You hold a service agreement that includes an assignment right. The moment that service agreement ends -- whether through cancellation, non-payment, or carrier insolvency -- the assignment is at risk. If you have invested in advertising with a specific 1300 number, the risk of losing that number should be managed through carrier choice (choosing a stable provider), contract terms, and understanding the porting process so you can move quickly if needed.

Mistake 2: Assuming 1300 Is Free for the Caller

This is a persistent myth, and it causes real customer friction. 1300 numbers are not free for the caller. 1800 numbers are. Callers ringing a 1300 number from a mobile are charged at their standard mobile rate. This is not a trivial charge -- mobile-to-1300 calls can cost $0.30+ per minute for callers on basic plans. If your customer base is predominantly mobile callers and cost sensitivity matters, a 1800 number may be worth the additional inbound cost to your business. Advertising '1300 free call' is not accurate and potentially misleading.

Mistake 3: Not Planning for Number Porting Before Switching Carriers

Businesses often assume switching carriers is quick. With a standard local number, a Category A port takes 1-2 days. With a 1300 number, Category C porting takes 5-15 business days and involves coordination between carriers through ACMA's number management system. If you have printed advertising, a website, or Google Business Profile listing with your 1300 number, you need to plan the port timing carefully to avoid a window where calls fail to route. Start the port process at least 3 weeks before your intended carrier switch date.

Your Next Steps

Here is a practical checklist to ensure your 1300 number is compliant and protected:

• Check your service agreement. Confirm whether your 1300 number is a standard assigned number or a SmartNumber entitlement. This affects what you can do with it if you sell the business or switch carriers.
• Verify your routing is active. Log into your carrier portal and confirm your 1300 number routes to a live, working destination. An orphaned routing is a compliance risk.
• Review your advertising copy. If any material describes your 1300 as 'free to call', update it. It is local-rate, not free. Reserve 'free call' language for 1800 numbers only.
• Document your carrier relationship. Keep a record of your carrier account number, the 1300 number, and your contract terms. If you ever need to port quickly, this information is essential.
• Understand your porting rights. You can take your number with you when you leave. If your carrier is making this difficult, contact the TIO.
• Plan for business continuity. If you are selling your business or closing it, handle the 1300 number as part of the formal wind-up or sale documentation. Do not assume it will sort itself out.

If you are considering switching to a VOIP-based phone system and want to bring your 1300 number with you, get a free recommendation tailored to your setup.

If you are considering a 1300 number as part of a broader phone system upgrade, see our overview of business phone systems in Australia to understand how 1300 numbers integrate with hosted VOIP and PBX platforms.

Do I own my 1300 number?

No. Under the ACMA numbering framework, 1300 numbers are assigned assets held in the national number pool. Your carrier holds an ACMA allocation and assigns a number to your service account. What you hold is an assignment right under a service agreement. The number is not yours to sell, sublet, or transfer independently. The exception is SmartNumber entitlements, which are slightly more transferable -- but still a licensed right, not outright ownership.

Is a 1300 number free for the caller?

No. 1300 numbers are 'local rate' numbers. Callers from a standard landline pay the equivalent of a local call. Callers from a mobile pay their standard mobile rate (which varies by plan and is often $0.20-0.40 per minute). 1800 numbers are free to the caller -- the business pays all costs. If your advertising describes your 1300 as a 'free call number', that is inaccurate and potentially misleading under Australian Consumer Law.

Can I take my 1300 number with me when I switch carriers?

Yes. Number portability is a right protected under ACMA's numbering framework. You can port your 1300 number to a new carrier via Category C porting. The process typically takes 5-15 business days. Your new carrier initiates the port request. Your old carrier cannot block the port, though they may apply legitimate contract exit fees. If a carrier refuses to port or applies unreasonable restrictions, you can escalate to the Telecommunications Industry Ombudsman (TIO).

What is a SmartNumber and how is it different from a standard 1300 number?

SmartNumbers are premium or vanity 1300 and 1800 numbers auctioned by ACMA through the SmartNumbers registry at smartnumbers.com.au. Examples include memorable sequences (1300 222 333) or word-based numbers (1300 PLUMBER). You bid for the number and, if you win, ACMA issues a SmartNumber entitlement. You then take that entitlement to any authorised carrier to activate the service. Annual renewal fees apply. SmartNumber entitlements can be transferred to a buyer if you sell your business -- making them slightly more asset-like than standard assigned numbers, though they are still a licensed right.

What happens to my 1300 number if I close my business?

A standard 1300 number returns to the ACMA number pool when you cancel your carrier service. It cannot be sold as a business asset or reserved for future use. If you have a SmartNumber entitlement and are selling your business, the entitlement can be transferred to the buyer as part of the transaction, provided both parties have SmartNumbers accounts. For any wind-up, notify your carrier in writing and confirm the cancellation. Do not simply stop paying -- leaving an active (or partially active) 1300 number creates regulatory issues and ongoing billing liability.

Can I sublet my 1300 number to another business?

No. ACMA's numbering rules prohibit subletting 1300 numbers without carrier involvement. Your 1300 number is assigned to you for your business's use. Routing it to a third party so they can effectively operate under your number is not permitted. If you run a multi-entity operation, each entity should establish its own 1300 service with a carrier. If you want to allow a related party to use a number under your carrier account, discuss this with your carrier -- some carriers offer specific arrangements for franchises and related entities, but it must go through the carrier, not be set up informally.

How long does 1300 number porting take?

Category C porting (which covers 1300 and 1800 numbers) typically takes 5-15 business days. This is longer than local number porting (Category A: 1-2 business days) or mobile porting (Category B: 1-3 business days). The longer timeline reflects the more complex coordination required through ACMA's number management database. If your business has advertised materials with your current 1300 number, plan the port at least 3 weeks ahead of your intended carrier switch date to allow time for any delays.

What are my obligations if I advertise a 1300 number?

If you publish a 1300 number in advertising (website, print, signage, Google Business Profile), that number must be active and routing to a live service. ACMA can investigate complaints about advertised numbers that connect to nothing or route incorrectly. Best practice is to note in advertising that mobile callers may incur their standard mobile rate -- calling a 1300 number from a mobile is not free. Describing a 1300 number as a 'free call' is inaccurate and may expose you to consumer complaints under Australian Consumer Law.