The following topics are discussed in this guide. Click a topic to skip directly to this information:
- Australia Porting Requirements
- Additional Requirements for Geographic Numbers
- Additional Requirements for Mobile Numbers
- Requirements for activating Toll-Free numbers in Australia
In Australia, we offer porting for the following phone number types:
- Geographic (local) (+612, +613, +617, +618)
- Mobile (+614)
- Toll-free and shared-cost (+611300, +611800)
- Toll-free 13 numbers (+6113xx)
- Toll-free number activation
Please note that most of International Phone Numbers have Voice capability only. Only Mobile numbers have Voice and SMS capabilities. Below are instructions for porting Australian phone numbers into Twilio. You can find porting summary and timelines here.
Australia Porting Requirements
- The full list of numbers that you wish to port in E164 format, e.g.: (+[xxxx][xxxxx]).
- Letter of Authorization (LOA) for Toll Free and Local numbers, signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized username and service address provided by your current carrier. You can find the LOA required for the Australian numbers below. Please note that the LOA format for Mobile numbers is different from the others.
- CAAA (customer authorization) form and MNP (mobile number port) spreadsheet for Mobile numbers. Please note that each CAAA Form is valid for 30 calendar days. Each CAAA Form should match a single carrier/single account (mixing and matching phone numbers across carriers/accounts per one Customer Authorization Form is not allowed).
- A scanned or electronic copy of the most recent phone bill (within the last 30 days) that includes the account number and authorized user’s name for all the numbers you would like to port.
- Your Twilio Account SID (Your unique ID starting with “AC” that you can find on the main dashboard in Twilio Console).
- Add your local service address here. Then, please share the associated link(s) that start with "AD" for us to connect your phone number(s) to the correct address.
Additional Requirements for Geographic Numbers
Please confirm the category of the desired port:
- CAT A (simple port): Please make sure there are no complex services attached to phone numbers.
- CAT C (complex port): Complex services attached (e.g. ISDN, Line Hunt, etc.) will be canceled out during porting. Please also request for a CAT C port if you wish to port after business hours.
Additional Requirements for Mobile Numbers
Additionally, before submitting a port request, there are some documents required by the compliance regulations. You can see the full list here.
- To upload your documents, please select “Phone Numbers” > “Regulatory Compliance“ > “Bundles” in your console menu, or just follow the link here.
- Choose country, phone number type and follow the instructions. Processing of the documents may take up to several business days. As soon as you get a notification that your documents have been accepted, email us back to resume your porting request.
- Please share the associated links that start with "BU" and "AD" for us to connect your phone number(s) to the correct address.
- Number verification is required for all Mobile number porting requests. You can verify the number via your account here. Please do not remove the number from the list of verified numbers.
For mobile numbers, we can port from the following carriers only:
- Lyca Mobile
- Telstra Wholesale Service Providers
- Vodafone Service Providers
Requirements for activating Toll-Free numbers in Australia
- Letter of Authorization dated within the last 30 days. Make sure it is dated and signed within the last 30 days, and has an Australian local non-PO Box address
- EROU Holder information
- Compliance Requirements
Australia Porting Process
- Submit your porting request, with all requirements in place, to email@example.com.
- The number gets approved by Twilio. If Step 1 was completed correctly, you can expect Twilio to approve your port request in 24 business hours.
- The number is submitted to Twilio’s Carrier Partner. This can take up to 24 business hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.
- Twilio’s Carrier Partner reaches out to the Losing Carrier. This can take around one week to complete.
- Response from the carrier. At this point, your request will either be approved or rejected:
- Approved: If approved, you will receive a porting date of when your number will be ported to Twilio.
- Rejected: Rejections can occur for a variety of reasons, such as an incorrect PIN for an account, an address or zip code that doesn’t match the current carrier’s record or a port request made by an unauthorized user on the account. Read more about common reasons for port request rejections here. Additionally, you will likely need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
Please refer to Australia Porting Guidelines for further information.
We charge a one-time porting fee for Australia, for more details please reach out to firstname.lastname@example.org.