Toll-free numbers are an integral part of business communication in Australia, providing customers with a free and convenient means to reach companies. However, there is often confusion surrounding the actual cost of calling toll-free numbers and their accessibility from different networks or overseas. In this comprehensive guide, we will explore how toll-free numbers work in the Australia, potential charges associated with these calls, and their availability for callers both within the country and abroad.

1. How do toll-free numbers work in Australia?

Toll-free numbers in Australia operate by providing customers with a free and convenient means to reach businesses. When a customer calls a toll-free number, the call is routed through the telecommunications network, and the business that owns the toll-free number is charged for the incoming call, rather than the caller. This setup promotes better customer service and accessibility, as customers can contact businesses without incurring any charges.

Regulatory Authority: Australian Communications and Media Authority (ACMA)

2. Are there any charges associated with calling toll-free numbers in Australia?

No, there are no charges for callers within Australia when calling toll-free numbers with the prefix 1800. The business that owns the toll-free number is responsible for bearing the costs of these incoming calls. As a result, customers can make inquiries, seek support, or make purchases without worrying about call charges.

3. Are toll-free numbers universally free from all networks in Australia?

Yes, toll-free numbers with the prefix 1800 are universally free from all networks in Australia. Whether the caller is using a landline or a mobile phone, there will be no charges for calling toll-free numbers. This accessibility ensures that businesses can communicate with their customers seamlessly.

4. How are toll-free calls billed for mobile users in Australia?

Toll-free calls from mobile phones are generally free for customers who are on monthly plans with inclusive minutes. However, if a customer has used up their monthly allocated minutes or if they are on a pay-as-you-go plan, the call may become chargeable. It is essential for mobile users to monitor their call allowances and ensure they have sufficient minutes before making a toll-free call to avoid any unexpected charges.

5. Can toll-free numbers be accessed from abroad in Australia?

Toll-free numbers in Australia are primarily designed for domestic callers and may not be accessible from abroad. Calling a toll-free number in Australia from another country could result in an international call charge for the caller. Additionally, some toll-free numbers may not be reachable from certain foreign networks or regions. Therefore, businesses should consider providing alternative non-toll-free contact options for international callers. You can also utilise our in-app or click-to-call service if you wish to provide global toll-free calling to customers.

Real-World Example:

Let’s consider a scenario where a customer in Australia needs to inquire about a product from a company’s customer service department. The company provides a toll-free helpline with an 1800 number. The customer dials the toll-free number from their mobile phone, which is on a monthly plan with inclusive minutes. In this case, the customer will not incur any charges for the call, as it is covered within their monthly allowance. The business will be responsible for the call costs.

Practical Tips:

  • Check your mobile phone plan: Ensure you have inclusive minutes available before calling a toll-free number to avoid unexpected charges.
  • International callers: If you are calling from abroad, use alternative contact numbers provided by the business, as toll-free numbers may not be accessible internationally.
  • Non-toll-free options: Businesses should consider offering alternative non-toll-free contact numbers for customers who may prefer non-geographic or international calling options.


Toll-free numbers play a crucial role in facilitating efficient and cost-free communication between businesses and customers in Australia. While toll-free calls are generally free for callers within the country, there may be exceptions based on the caller’s mobile plan and international calling scenarios. Businesses should be aware of these nuances and provide clear communication to customers about the accessibility and potential charges associated with toll-free numbers. By understanding the dynamics of toll-free calls, both businesses and customers can take full advantage of this valuable communication tool.