Voice Critical Information Summary

This summary gives you the important information you need to know about your plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.

Information about the Service

Your plan gives you access to a SIP trunk, to allow you to make and receive Local, National, Calls to mobiles & international phone calls.

Mandatory Component of the Service

The purchase of a NBN service is required for the delivery of the Service, which cannot be separated from the Service.


Hello Broadband home telephone service is not available everywhere. Availability is dependent on several factors, including whether the necessary equipment has been deployed at the location or in your area and/or the local Point of Interconnect (POI) has been enabled.

Minimum Term

The minimum term applicable to this service is 1 month from the date of activation.

Your Monthly Included Calls

3 home telephone services are available:

  • Pay As You Go. – No free local, national, calls to mobile or international calls included.
  • National. Includes free calls to local and national calls. Calls to Australian mobile and international numbers are charged.
  • Premium. Includes free calls to local, national and calls to Australian mobile. Calls to international numbers are charged.

Important Conditions

You must waive your rights under the Customer Service Guarantee as part of taking the service.

Hardware Requirements

You will require an NBN ready modem/router to access this service. We can supply one for a one-off fee of $99.95 on our 12 month plans, or $124.95 on our no contract plans if required. We recommend you use one of our supplied modem/routers as we can configure the ce for you, however we do support BYO modem/router. You can use a standard analoge handset that will plug into the ATA port of the modem.

Any BYO modem/router must support PPPoE authentication and must be compatible with the relevant type of NBN connection that is delivered to your property. You must be capable of configuring your BYO router/modem yourself. Please be aware that you may not be able to use the desired handset with your BYO router/modem.

Connection Charge

$0.00 set-up fees apply. Installation or modification of any cabling within the premises is not included as part of the connection process and you may incur a Fee For Service for any of this work to be done.

Information about Pricing

Your Minimum Monthly Charge

The monthly charge for your home telephony plan depends on which home telephony plan option you have selected.

Voice Plan Monthly Contract Period Installation Fee
Pay as you go $0.00 1 Month $0.00
National $5.00 1 Month $0.00
Premium $10.00 1 Month $0.00

The Total Minimum Plan Cost

Voice Plan Contract Total Contract Term Installation Fee
Pay as you go $0.00 1 Month $0.00
National $5.00 1 Month $0.00
Premium $10.00 1 Month $0.00

Call Rates

The following call rates apply, where applicable.

  • Local – 10 cents flat rate
  • National – 10 cents flat rate
  • Calls to Australian Mobile – 17 cents per minute
  • Calls to international numbers are as per our advised rate on our website.
  • Calls to 13/1300 numbers – 30 cents per call
  • Calls to 1800 numbers – Free
  • Calls to 1223/Directory Assistance – $1.10 per call
  • Calls to 19/1900 numbers – Not supported

A list of international call rates can be found here.

Please note: Call rates to international destinations are subject to variation from time to time, therefore please note the current call rates on our website before making any international calls.

Early Termination Charges

No early termination fees apply to the home telephony plan.

Other Information


On the same day of each month you’ll be billed in advance for the minimum monthly charge, as well as for use during the month.

When you first start a plan, or change your plan part way through a billing period, here’s what your first bill will include:

Minimum monthly charge: a proportion of your minimum monthly charge based on the number of days left in the billing period, plus the next month’s full minimum monthly charge in advance.

How to pay for your service

Payment for your service is paid by taking a direct debit from your credit card.

Monitor your Service Online

You can register for (CAT) Customer Access Toolkit which is the Hello Broadband online portal in order to view your bills online 24 hours a day, 7 days a week. With the Hello Broadband online portal, you’ll be able
to organise and check your billing information, view your online activity and update your contact details. To register, please email support@hellobroadband.com.au or contact 1300 443 556.

Contacting us

We are here to assist you with any inquiry so please feel free to contact Hello Broadband. If you have questions about your bill, technical support service or connection or any other matter relating to any of our services, please call us on 1300 443 556.

Complaints or disputes

If you need to make a complaint you can:

  • call 1300 443 556 and ask to speak to someone in the complaints department.
  • call your Account Representative if you have one.
  • visit https://www.hellobroadband.com.au

Further investigation

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at www.tio.com.au/about-us/contact-us

This is a summary only – the full legal terms for your service are contained in your agreement with Hello Broadband and Our Customer Terms which is available at: https://hellobroadband.com.au/legal/terms-conditions/.