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Writer's pictureQuenten Grasso

1300 and 1800 Numbers in Australia Explained


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G'day, I'm Quenten Grasso, Managing Director of Q10 Systems. We always seek ways to enhance customer communication, making it more straightforward and user-friendly. In Australia, 1300 and 1800 numbers are commonly used by businesses as they provide an efficient method for handling incoming calls. But how do they work, and what’s the difference between these two options? Let’s get into this topic further.

What is a 1300 Number?

A 1300 number is a nationwide phone number that lets customers contact a business from anywhere in the country for a local call fee, regardless of where the business is located. Whether it’s Townsville or Cairns, the cost remains the same for the caller.

  • Cost to the caller: The caller incurs the cost, usually about 30 cents, for a landline call, though mobile charges may vary depending on the caller's service provider.

  • Cost to the business: The business covers the cost of answering the call, which may include additional fees depending on the duration of the call and the caller’s location.

What is an 1800 Number?

An 1800 number operates similarly to a 1300 number, but with one key difference: it’s toll-free for the caller. This means the customer doesn’t incur any charges, whether they’re calling from a landline or mobile. This user-friendly option can encourage more customers to reach out, knowing they won’t be charged for the call.

  • Cost to the caller: Free of charge.

  • Cost to the business: The business covers all call costs, including duration and distance.

How Do 1300 and 1800 Numbers Work?

Both 1300 and 1800 numbers are inbound-only numbers, meaning they can only receive calls, not make them. They are virtual numbers that redirect incoming calls to the business’s designated landline or mobile phone number, offering excellent flexibility for routing calls based on the time of day, caller's location, or staff availability.


However, one important thing to note is that 1300 and 1800 numbers cannot be used for Caller ID purposes. When the business calls someone back, the receiving caller will see their regular phone number on their screen, not the 1300 or 1800 number. This is because Australian networks generally block using these numbers as Caller IDs, making it impossible for them to show up when a call is made.

Why Should Your Business Use a 1300 or 1800 Number?

  • Professional Image: Having a 1300 or 1800 number makes your business appear larger and more credible. These numbers are often associated with national brands, which can build customer trust.

  • Ease of Contact: A toll-free 1800 number makes it easier for customers to reach you without worrying about call costs. This can increase inquiries and customer engagement.

  • Call Management Flexibility: Good customer service requires the ability to route calls to different locations or handle peak volumes easily.

  • National Presence: Whether your business is based in one location or many, a 1300 or 1800 number creates the impression of a national presence.

  • Scalability: As your business grows, so can your 1300 or 1800 number, adapting to changes in your internal call-handling processes.

Fixed Fee Plans for 1300 and 1800 Numbers

At Q10 Systems, we understand the challenges of managing call costs, especially for businesses that receive a high volume of calls. That’s why we offer fixed-fee plans for 1300 and 1800 numbers, similar to mobile phone plans.

Our fixed-fee plans include a set number of monthly minutes to cover the cost of incoming calls, giving you more control over your budget. This is particularly useful for businesses with steady call traffic, as it ensures monthly predictable costs.

  • Monthly Allocation: We can tailor a plan to fit your business’s call volume, ensuring you have enough minutes to handle all incoming calls.

  • Cost Control: A fixed-fee plan allows you to avoid fluctuating monthly bills and gives you more control over your expenses.

  • Flexibility: If your call volume changes, we can adjust the plan to suit your needs, ensuring you’re always covered.

With our fixed-fee plans, you can enjoy the benefits of a 1300 or 1800 number without worrying about rapidly fluctuating costs as your business grows.

The Difference Between 1300 and 1800 Numbers

The main difference between 1300 and 1800 numbers lies in the cost to the caller:

  • 1300 Number: Callers pay a local fee, and the business shares the call cost.

  • 1800 Number: Callers pay nothing, and the business covers the total cost of the call.

The decision between a 1300 or 1800 number depends on the customer service experience you want to provide and how much you’re willing to invest in covering call costs. For example, if your business relies heavily on customer inquiries, an 1800 number may be the better option as it encourages customers to contact you without hesitation about call charges.

Closing Thoughts

Choosing between a 1300 or 1800 number can significantly enhance your business’s communication strategy by making it easier for customers to get in touch. It’s perfect for businesses looking to create a national reach, improve customer service, and project a professional image.

At Q10 Systems, we know how important your communication tools are to your overall IT strategy. If you’re thinking about implementing a 1300 or 1800 number for your business or exploring our fixed-fee plans, contact us for advice on how to integrate these solutions into your IT setup.

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