How to Port Your 1300 Number to a New VOIP Provider (2026)

Porting a 1300 number to a new VOIP provider in Australia is different from porting a geographic number (02, 03, 07, 08) and most businesses do not discover this until they are already mid-process and hitting unexpected delays. This guide covers everything specific to 1300 number ports: who owns the number, what documents you need, how the process works, what timelines to expect, and why ports fail. It also covers how to configure your 1300 routing after the port so calls reach the right people. The information is based on current ACMA numbering rules and standard Australian carrier processes as at March 2026.

What Makes 1300 Number Porting Different from Regular Porting

When you port a geographic number, you are moving a number that is tied to a physical location or a specific SIM card. The number has a direct relationship with a local exchange or a mobile network. The port process moves that binding from one carrier to another.

1300 numbers are different. They are smart numbers allocated by ACMA (the Australian Communications and Media Authority) under the Telecommunications Numbering Plan. A 1300 number is not inherently tied to a phone line, a physical location, or a specific technology. It is a routing number. It sits in a central database and points to a geographic number, a mobile number, or a VOIP endpoint. When someone calls your 1300 number, the network looks up where it should route the call and sends it there.

This architecture is what makes 1300 numbers valuable for businesses: you can change where calls go without changing the number callers use. But it also means the porting process is different. You are not moving a line from one carrier to another. You are transferring management authority over the number, and updating where calls route to.

The practical consequence is this: calls can continue to arrive on your 1300 number throughout the port process. Unlike geographic ports where there is a brief outage as the number switches, a 1300 port involves a routing update that is usually seamless. Callers typically experience no interruption at all during the transfer.

Who Owns a 1300 Number?

You do. Not your carrier.

This is a common point of confusion that causes problems when businesses try to switch providers. Your carrier manages the number on your behalf, but the number is allocated to you as the account holder under the Telecommunications Numbering Plan. This is why your carrier cannot refuse to release a 1300 number when you want to move. They have an obligation under the Telecommunications Act to facilitate number porting upon request.

What your carrier can do is delay. Carriers have obligations to process port requests within specified timeframes, but disputes, incorrect paperwork, and administrative failures can slow things down. Knowing you own the number helps you push back confidently if a carrier tries to obstruct the port.

If you signed a contract with a minimum term and you want to port before the contract ends, the carrier can hold the number until the contract expires or you pay an early termination fee. This is not a restriction on porting. It is a contractual obligation separate from the port itself. See the FAQ below for more on porting mid-contract.

Eligibility: When You Can and Cannot Port a 1300 Number

You can port your 1300 number to a new provider when all of these are true:

You are the account holder. The port request must come from the registered account holder for the 1300 number. If the number is registered under a company name, the authorisation must come from an authorised representative of that company. If it is under an individual name, that individual must sign the LOA.

The number is active. You cannot port a disconnected number. If the carrier has already cancelled the number, porting is not possible. You would need to reactivate it first (if that is even possible) or acquire a new 1300 number with the new provider.

Your account is in good standing. Some carriers will not process a port if there is an outstanding debt on the account. Clear any outstanding invoices before submitting the port request.

No port freeze is in place. A port freeze prevents a number from being moved for a specified period, typically applied after a recent port to prevent slamming (unauthorised porting). If your number was recently ported, it may have a temporary freeze. Check with your current provider.

Situations where porting is complicated:

Within a minimum contract term: The carrier can withhold the port until the contract expires or you pay an early termination fee. The fee and the port are separate issues. The carrier must still process the port once the fee is paid or the contract expires.

Number is bundled with other services: If your 1300 is bundled with a phone system, hosted PBX, or other services from the same carrier, they may require you to migrate those services before releasing the number. This is worth clarifying before you start the port process.

What You Need Before You Start

Gather these items before submitting your port request. Missing any of them will delay the process.

The 1300 number itself. This seems obvious, but confirm the exact 10-digit number (1300 followed by six digits). Also check whether you have variations or related numbers (e.g., a 1300 number with a mnemonic routing) that may be linked.

Current carrier name. The exact legal entity name of your current provider, not just their trading name. Your new provider needs this to submit the port to the correct losing carrier.

Account holder name. Exactly as it appears on your account with the current carrier. This is the most common source of port rejections. A minor variation, such as "Pty Ltd" versus "Pty. Ltd." or a trading name versus a registered business name, can cause an automatic rejection.

Account number. Your account number with the current carrier, as shown on your invoice. Not your customer number or reference number, but the account number specifically.

Service address. The address registered on the account. For a 1300 number this is typically your business address. It must match what the carrier has on file exactly.

LOA (Letter of Authorisation). Your new provider will give you this form. You complete it with the information above and sign it. The LOA authorises the new provider to request the port on your behalf. Without a signed LOA, the losing carrier will not process the request.

The Porting Process Step by Step

Step 1: Set Up Your New VOIP Service First

Before submitting the port, set up and configure your new VOIP service with the new provider. Create your extensions, configure call routing, set up voicemail, and test the system on a temporary number. The port should arrive into a system that is already fully operational, not one you are still setting up.

When you are ready to receive calls on the new system, then and only then submit the port. This is the correct sequence. See the VOIP cutover checklist for the full pre-port preparation process. Also review the landline to VOIP migration guide if you are moving from a traditional system at the same time.

Step 2: Request the LOA from Your New Provider

Contact your new VOIP provider and tell them you want to port a 1300 number. They will send you their LOA form. Fill it in carefully using the exact account details from your current carrier. Sign and return it.

Some providers have an online porting portal where you submit these details directly. Others use a PDF form via email. Either way, the information required is the same.

Step 3: New Provider Submits the Port Request

Your new provider submits the port request to the losing carrier on your behalf. They use the industry porting system (previously IPND-managed, now through carrier-to-carrier processes) to initiate the transfer.

The losing carrier then has a specified window to either accept the port or raise a rejection. For 1300 number ports, carriers typically respond within 2-5 business days of receiving the request.

Step 4: Losing Carrier Processes the Request

If the details on the LOA match the carrier's records, they accept the port and confirm a completion date. This is usually within 5-10 business days of the initial submission for 1300 numbers.

If the details do not match, they issue a rejection. The rejection will specify the field that caused the mismatch (account holder name, account number, or address). You correct the detail and resubmit. Each rejection cycle adds approximately 5-10 business days to your timeline.

Step 5: Port Completion

On the agreed completion date, the routing for your 1300 number is updated to point to your new provider. Calls that were going to the old carrier's infrastructure now route to your new VOIP system.

Your new provider will confirm when the port is complete. Confirm this with them in writing (email or portal record). Test immediately: call your 1300 number from an external mobile and confirm the call arrives on the new system.

Step 6: Configure Routing on the New System

Once the port is complete, configure where your 1300 number routes within your new VOIP system. This is covered in detail in the section below.

Timelines: What to Expect

A 1300 number port with no complications typically completes in 5-10 business days from the date the LOA is accepted by the losing carrier. Allow 2-3 weeks for the full process including LOA preparation and any back-and-forth.

What delays look like in practice: if you submit the LOA on a Monday and the carrier processes on Thursday, then processes the port within their 7-day window, the earliest you can expect completion is the following Thursday or Friday. More commonly it is in the 2-week range. Plan for 3 weeks if you want a comfortable buffer for correction cycles.

Delays that go beyond 3 weeks typically mean either a repeated rejection cycle (details keep mismatching), an administrative issue at the carrier level, or a disputed release (the carrier is stalling for commercial reasons). If your port has been in progress for more than 3 weeks without completion, escalate with your new provider and ask them to formally dispute the delay. They can escalate through the industry porting process on your behalf. See the number porting timeline guide for more on escalation paths.

What Happens to Your Calls During the Port

For most of the port process, nothing changes for callers. Your 1300 number continues to route to your current carrier's infrastructure until the port completion date. Calls keep arriving normally. You are not in a blackout period.

At the completion moment, the routing table for your 1300 number is updated. This update typically propagates within minutes. There may be a very brief window (minutes, not hours) where some calls catch the changeover. This is not typically a problem in practice, and it is much less disruptive than a geographic number port, which involves a brief service outage as the number transfers.

The one exception is if the port requires a routing reconfiguration on the old carrier's side that takes longer to propagate. This is rare for standard 1300 ports but can happen with complex routing configurations (e.g., if your 1300 routes differently by time of day, day of week, or caller location). Confirm with your new provider that they have accounted for any custom routing in the port request.

Configuring Your 1300 Number After Porting

After the port completes, your 1300 number is under the management of your new VOIP provider. You now need to configure where calls to that number go within your VOIP system.

Basic Routing: Sending Calls to an Extension or Ring Group

The simplest configuration routes your 1300 number directly to an extension (a specific person's phone) or a ring group (multiple phones ring simultaneously). In your VOIP provider's portal or PBX interface, navigate to the inbound number settings for your 1300 number and select the destination.

For most small businesses, routing the 1300 to a ring group covering reception and one or two key staff is the right approach. This ensures inbound calls are answered promptly without relying on a single person.

Time-of-Day Routing

One of the major advantages of a 1300 number on a VOIP system is flexible time-of-day routing. During business hours, calls go to the main ring group. After hours, they go to a different destination: voicemail, an after-hours message, or forwarding to an on-call mobile.

Set this up in the IVR or call routing section of your provider's portal. Define your business hours schedule (including any variations for different days of the week) and assign routing rules for each time period. Test after-hours routing from an external mobile before going live. It is easy to misconfigure the timezone or AM/PM setting.

IVR (Press 1 for Sales, Press 2 for Support)

If your business has multiple departments or functions, an IVR menu routes callers to the right place without a receptionist. The 1300 number receives the call, plays the IVR greeting, and routes based on the key the caller presses.

Keep IVR menus short. Three options maximum for most small businesses. Long IVR menus frustrate callers and increase hang-up rates. If you are not sure whether you need an IVR, you probably do not. A ring group with a professional greeting is the better default for businesses with fewer than 10 staff.

Geographic Routing

1300 numbers support geographic routing, where calls are sent to different offices or endpoints based on the caller's location. A Melbourne caller gets routed to the Melbourne office. A Sydney caller gets the Sydney office. This is a more advanced configuration typically used by businesses with multiple locations.

Not all VOIP providers support geographic routing for 1300 numbers. If this is a requirement for your business, confirm with your new provider before starting the port. See the 1300 number guide for more on what 1300 numbers can do and the configuration options available.

Common Failure Reasons and How to Fix Them

Failure 1: Account Details Do Not Match

This is the most common cause of port rejections. The account holder name, account number, or service address on the LOA does not exactly match the losing carrier's records. The carrier rejects the port and cites a field mismatch. Resolution: call your current carrier, confirm the exact details on the account, and resubmit. Do this before your first submission, not after a rejection.

Specific things to check: Is the account holder name a company name or a personal name? If a company, does the carrier have it with or without "Pty Ltd"? Is the account number on your invoice different from the account number in their online portal? Is the service address a PO Box or a street address?

Failure 2: Number Is Under a Minimum Term Contract

If your 1300 number is on a minimum term contract that has not expired, the carrier can hold the port until the term expires or you pay an early termination fee. Check your contract. If you want to move before the contract ends, ask the carrier for the early termination fee amount and weigh that against the benefits of moving sooner. The fee may be small enough to justify moving immediately.

Failure 3: Number Is Bundled with Other Services

Some carriers bundle the 1300 number with a hosted PBX or phone system service. Porting the 1300 number away may require migrating or cancelling the associated service first. Clarify this with your current carrier before submitting the port. It may affect your migration sequencing and timeline.

Failure 4: Outstanding Account Balance

Some carriers place a hold on ports when there is an unpaid invoice on the account. Pay any outstanding balance before submitting the port request. Get a receipt and keep it, in case the carrier delays anyway and you need to demonstrate the account is clear.

Failure 5: Carrier Obstruction

Legally, carriers cannot refuse to release a number that you own, outside of the valid reasons above (minimum term, unpaid invoices, account mismatch). However, some carriers stall by repeatedly rejecting ports on technical grounds, taking longer than the required processing window, or losing paperwork. If you believe the carrier is deliberately obstructing your port, escalate. Your new provider can formally dispute the delay through the industry process. You can also contact the Telecommunications Industry Ombudsman (TIO) if the carrier continues to obstruct. The TIO investigates complaints about porting disputes and can compel resolution.

The Cat A vs Cat C porting guide covers the technical classifications that determine which carriers and processes are involved in a port dispute. Understanding this helps you know who is responsible for what during an escalation.

Australian Regulatory Context

1300 numbers are allocated under the Telecommunications Numbering Plan administered by ACMA. The Numbering Plan defines who can hold 1300 numbers (any business or individual who meets ACMA's criteria), how they can be used, and the rules around porting and transfer.

The Telecommunications Act 1997 requires carriers to facilitate number porting. The ACMA's Consumer Safeguards (Infrastructure) Instrument sets out the timeframes and processes for porting. These obligations mean your carrier cannot simply refuse to release your number, though they can cite the legitimate reasons above (contract term, unpaid invoices).

As the account holder, you have the right to port at any time within the rules. If a carrier is not complying with the porting rules, the TIO (Telecommunications Industry Ombudsman) is the first escalation point. ACMA handles systemic compliance issues rather than individual complaints, but the TIO can act quickly on individual port disputes.

1300 numbers can also be reassigned rather than ported in some circumstances. Reassignment is a different process where ACMA reallocates the number. This is not typically relevant for a business moving between carriers, where porting (carrier transfer with number retention) is the correct process. For more on 1300 number rules and allocation, see the 1300 number guide.

What Most Businesses Get Wrong

Mistake 1: Submitting the Port Before the New System Is Ready

The port completes and calls start arriving on a system that is not yet configured. IVR is not set up. Extensions are not tested. Voicemail is not configured. Calls land in a void or ring out with no answer. Set up and test the new system fully on a temporary number before submitting the port. The port should arrive into a system that is already proven to work.

Mistake 2: Assuming Account Details from Memory

Business owners often fill in the LOA from memory or based on what they think the account details are. The account holder name on their website is "Smith and Jones Building" but the carrier has it as "Smith and Jones Building Pty Ltd". Port rejected. Always confirm the exact details with the carrier before completing the LOA. One phone call prevents a two-week delay.

Mistake 3: Cancelling the Old Service Too Early

Some businesses cancel the old carrier service thinking the port transfer handles everything. The port transfers the 1300 number. The old carrier account (billing, other numbers, the service agreement) is a separate cancellation. If you cancel the old service before the port completes, you risk the number being disconnected before it transfers. Keep the old service active until you have confirmed the port is complete and tested it. Then cancel with written confirmation and a reference number.

Your Next Steps

Here is the practical sequence for porting your 1300 number to a new VOIP provider:

1. Choose your new VOIP provider. Confirm they support inbound 1300 number porting (most do, but verify). Confirm they support the routing configuration you need (time-of-day routing, IVR, geographic routing if applicable). The best VOIP providers guide and the business phone system guide can help you work through this decision.

2. Set up the new system on a temporary number. Configure all extensions, call routing, voicemail, and after-hours settings. Test thoroughly. Do not submit the port until the new system is working correctly.

3. Confirm your account details with your current carrier. Call them and confirm the account holder name, account number, and service address exactly as they appear on the account. Write these down.

4. Complete and sign the LOA. Use the exact details confirmed in step 3. Return it to your new provider.

5. Wait for confirmation. Your new provider will notify you when the port request is submitted and when a completion date is confirmed. Allow 2-3 weeks for the full process.

6. On port completion day, test immediately. Call your 1300 number from an external mobile. Confirm it routes correctly. Check all call flows.

7. Cancel the old service after confirming the port is complete. Get written confirmation of the cancellation and a reference number.

Can I port a 1800 number the same way as a 1300 number?

Yes. 1800 numbers are also smart numbers allocated by ACMA under the same Numbering Plan as 1300 numbers. The porting process is essentially identical: you are the account holder, the process uses an LOA, the carrier has obligations to facilitate the port, and the typical timeline is 5-10 business days once the LOA is accepted. The same failure modes (account detail mismatches, contract terms) apply. The main functional difference between 1300 and 1800 numbers is cost: 1800 calls are free to the caller, while 1300 calls may incur a local call charge. This affects your provider's pricing for the number, not the porting process.

What if my provider refuses to release the 1300 number?

Your carrier has legal obligations under the Telecommunications Act to facilitate porting. If they are refusing without a valid reason (unpaid invoices, minimum contract term, account detail mismatch), they are potentially in breach of their obligations. First, put the dispute in writing to the carrier. If that does not resolve it within 2 business days, escalate through your new provider's porting dispute process. If the carrier still refuses, lodge a complaint with the Telecommunications Industry Ombudsman (TIO) at tio.com.au. The TIO can investigate and compel resolution. ACMA can be contacted for systemic non-compliance issues.

Can I port a 1300 number mid-contract?

You can request a port at any time. If you are within a minimum contract term, the carrier can hold the port until the term expires or you pay an early termination fee. The fee is usually set out in your contract. Ask your carrier for the exact amount and the contract end date. In many cases the fee is small enough that it is worth paying to move sooner. The carrier cannot charge more than the remaining contract value as an early termination fee under Australian Consumer Law. Once the fee is paid (or the contract expires), the carrier must process the port within the standard timeframes.

How much does it cost to port a 1300 number?

The losing carrier typically does not charge a porting fee (though they may charge early termination fees if you are within a contract term). Your new VOIP provider may charge a one-off porting fee, typically in the range of $30-$100 AUD depending on the provider. Some providers include porting at no charge as part of their onboarding. Confirm the cost with your new provider before submitting the LOA. Ongoing costs for a 1300 number on a VOIP platform are typically a monthly management fee of $5-$20 AUD plus per-minute charges for inbound calls. See the VOIP cost guide for typical pricing ranges.

Can I change my 1300 number routing after porting?

Yes. This is one of the key advantages of having your 1300 number on a VOIP platform. After the port, you manage routing through your provider's portal or PBX interface. You can change where calls go (extensions, ring groups, mobiles, IVR menus) at any time, in real time, without involving the carrier. You can set up time-of-day routing, holiday routing, and even change routing from a mobile app if your provider offers one. Changes typically take effect within minutes.

Will callers experience any disruption during the 1300 port?

For most ports, no. 1300 number ports involve a routing update rather than a service transfer at the line level. Calls continue to arrive on the old routing until the port completes, at which point they route to the new system. The transition is usually seamless and takes minutes to propagate. There may be a very brief window of a few minutes where some calls catch the changeover, but sustained outages are not typical for 1300 ports done through the standard process.

Is there a difference between porting a 1300 number and porting a geographic number?

Yes. Geographic numbers (02, 03, 07, 08) are tied to physical locations or carrier infrastructure. Porting them involves transferring a line or SIM binding from one carrier to another, which typically causes a brief service outage during the switchover. 1300 numbers are smart numbers with no physical line binding. Porting them involves updating the routing database, which is a software change with no service outage. Geographic ports are classified as either Cat A or Cat C depending on complexity. See the Cat A vs Cat C porting guide for more on this classification. 1300 ports follow the inbound number porting process, which is separate from geographic port classification.

What if I want to get a new 1300 number instead of porting my existing one?

If you do not have an existing 1300 number, or if you want a different one, your new VOIP provider can allocate a new 1300 number from available inventory. ACMA manages the pool of available 1300 numbers. Standard available numbers can be allocated relatively quickly (same day to a few days). Premium or mnemonic numbers (e.g., 1300 PLUMBER) may require ACMA application and a selection process. Your provider can guide you through this. The ongoing cost is the same as a ported number once allocated. See the 1300 number guide for the full allocation process.