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Australia Porting

The following topics are discussed in this guide:

- Porting requirements

- Restrictions

- Porting process 

- Timelines

- Common rejections

- Additional information

 

 

In Australia we offer porting for the following number types:

Number type Number type prefix Capabilities
Local +61-2
+61-3
+61-7
+61-8		 Voice
Mobile +61-4 Voice + SMS
Toll-Free (shared-cost) +61-1300
+61-1800
+61-13XX * (6-digit toll-free number)
 Voice


Twilio also enables the activation of Australian Toll-Free numbers. The requirements for the activation process are identical to those for porting. Once you have gathered the necessary information, you can submit your activation request using the porting form.

 

Porting requirements

*per number type

LOCAL

Requirements

Description
 

LOA (Letter of Authorization)

Must be 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.
 

Category of the port

Confirm the category of the desired port:

CAT A (simple port): 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.
 

Billing document

Not older than 30 days. 

Should include the account number and authorized user’s name for all the numbers you would like to port. 
 

Account SID

 Your unique ID starting with “AC” that you can find on the main dashboard in Twilio Console.
 

AU phone number regulations

 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.

 

TOLL-FREE

Requirements

Description
 

LOA (Letter of Authorization)

Must be 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.
 

Billing document

 Not older than 30 days. 

Should include the account number and authorized user’s name for all the numbers you would like to port.
 

Account SID

 Your unique ID starting with “AC” that you can find on the main dashboard in Twilio Console.
 

AU phone number regulations

 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.

 

MOBILE

Requirements

Description
 

CAAA (customer authorization) form 

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).
 

MNP (mobile number port) spreadsheet

Spreadsheet detailing the following per number:

  • mobile number
  • Account Number (if post-paid)
  • Date of Birth (if prepaid)
  • port-in date
 

Number verification

 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.
 

Billing document

 Not older than 30 days. 

Should include the account number and authorized user’s name for all the numbers you would like to port.
 

Account SID

 Your unique ID starting with “AC” that you can find on the main dashboard in Twilio Console.
 

AU phone number regulations

To upload your documents please select

“Phone Numbers” > “Regulatory Compliance“ > “Bundles”

in your console menu or just follow the link: https://www.twilio.com/console/phone-numbers/regulatory-compliance/bundles


Choose the country, phone number type and follow the instructions. Processing of the compliance documents may take up to several business days.


Once your documents have been accepted, please share the associated links that start with "BU" and "AD" along with the porting request.

Restrictions

Mobile numbers: For mobile numbers, we can port from the following carriers only:

  • Telstra
  • Lebara
  • Lyca Mobile
  • Telstra Wholesale Service Providers
  • TPG-Vodafone
  • Vodafone Service Providers
  • Pivotel

Porting process 

  1. Submit your porting request with all the requirements in place via this submission form. 
  2. Twilio validates the port request. If everything in Step 1 is correct, you can expect Twilio to approve your port request within 24 business hours.
  3. Twilio submits the number to the Carrier Partner. This can take up to 24 business hours.
  4. Twilio’s Carrier Partner reaches out to the current provider. Your request is submitted to your soon-to-be former service provider as a port request. During this time, do not close your account with your service provider and keep your numbers active. This can take around one week to complete.
  5. Response from the carrier. At this point, your request is either approved or rejected:
    • Approved: If approved, Twilio will notify you about a porting date. 
    • Rejected: Rejections can occur due to various reasons. For example, invalid VAT Number or invalid/incomplete range of numbers. Read more about common reasons for port request rejections below. Rejections may add an undetermined amount of time to your porting request.
  6. Twilio reaches out to you with a porting date. Twilio emails you with a porting date and time slot if known. Your number is on your Account and can be visible in the Twilio Console.
  7. Configure your number. It is critical to configure your number prior to the porting date. This will minimise the service downtime. You can configure the numbers from the Twilio Console.

Your phone number is with Twilio. Once your number is routed to Twilio and everything works as expected, you can remove the number from your former provider.

 

Timelines

Depending on complexity of the port, we can complete your port request within the approximate time frames listed below:

Local +61-2
+61-3
+61-7
+61-8		 up to 6 weeks
Mobile +61-4 1 week
Toll-Free (shared-cost) +61-1300
+61-1800
+61-13XX * (6-digit toll-free number)
 up to 6 weeks

In case you wish to expedite your request please reach out to your current provider to confirm you are porting your number away from their service and to Twilio.

If the current provider rejects your port during the porting process, an additional time may be added from the time that the rejection is resolved. 

Common rejections

There are a number of factors that can delay port orders. Below is a list of the most common rejection reasons and how to address them. In each case, we would need to resolve the rejection to be able to proceed with the port. 

Rejection Explanation How to solve the rejection
Unauthorised signatory LOA (Letter of Authorisation) is signed by an unauthorised individual
  1. LOA must be signed by the authorised user and/or owner of the number. 
    1. Update the signature and send the document to Twilio to resume your porting request
Incorrect Site Address Site address on the LOA (Letter of Authorisation) is not matching current provider’s records
  1. Ask your current provider what site address they have on records
    1. Update porting request with the correct address
    2. If site address was changed, update it with your current provider and let Twilio know to resume your porting request
Invalid/incomplete range of numbers Number you wish to port is part of a bigger numbering range
  1. Ask your current provider if there are any associated numbers to the one you wish to port / if number is part of a bigger range
    1. Include all associated numbers / range to the porting request
    2. If your current provider allows to break down the range, you can request them to do that and port a single number
      1. Once your provider breaks down the range, let Twilio know to resume your porting request

 

 
Inactive number Numbers are not currently in service with your current provider and/or you have outstanding charges on the account
  1. Contact your current provider to reinstate the number
    1. Once this is done, let Twilio know to resume your porting request

Unfortunately, we cannot contact your current service provider on your behalf. For security reasons, your current service provider will naturally refuse to provide us with your private and confidential information. 

For a more summarised view of porting requirements, please visit our guidelines page here. 

Additional information

The Australian Communications and Media Authority (ACMA): responsible for regulating communications and media services in Australia.

 

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