Pass-through rates
Last updated: 26 September 2026.
Some costs are not ours. When you port a number in, or take a new 1300, our carrier charges us and we charge you the same thing. This is the page clause 8.1 of the service agreement means when it says our pass-through rates are published.
At cost plus GST, with no margin.
What that actually means
The left-hand figure below is what the carrier charges us, ex-GST. The right-hand figure is what you pay, GST inclusive. They are the same money: we add GST because we have to, and we claim it back, so the transaction nets to nothing for us. We do not round up, and there is no handling fee on top.
Nothing variable is charged without your agreement first. A pass-through cost is raised as a pending item and shown to you with the amount on it. It only reaches an invoice once you have agreed to it. Where the carrier decides which category applies — a simple port versus a complex one is their call, not ours — we tell you which before anything is lodged.
One-off
Porting in a 1300 or 1800 number costs nothing. There is no carrier fee for those, so there is nothing to pass on.
Every month
One number is included in your plan, and it is the dearest one you have — so if you keep a 1300 and a local number, the $8.25 is the one we waive. A rental only appears on your invoice from the second number onwards.
What we absorb
Answering your calls costs us money per minute and none of it is passed on. Inbound minutes on a 1300 cost us about two and a half cents each; on a local number they cost nothing. Neither appears on your bill in any form. Your usage allowance is counted in credits, not in what the carrier charges us — see the pricing page.
What is not a pass-through
Two things we charge for are our own work, not a carrier cost, so they are not on this page and are not described as pass-through:
- the one-off $99 setup fee, which covers building your receptionist and tuning it until you are happy with it; and
- $53.90 if you ask us to install the chat assistant on your website for you, which is optional and is only raised after it is done and working.
Both are on the pricing page. Usage beyond your included credits is not a pass-through either — it is our own rate, and it is published there too.
If a rate changes
Carriers change their prices and we do not control that. Clause 8.4 of the service agreement gives you at least 30 days' written notice before any change that increases what you pay, and you can end the agreement before it takes effect without penalty. This page is generated from the same catalogue our billing system charges from, so it cannot quietly fall out of date.
Asking
Email hello@hello247.com.au or call 1300 678 135. A person answers.