Information about the service #
Multiline provides you with an IP voice service that enables you to connect and use your fixed voice telephone system over an active broadband service. The service is provided using Session Initiation Protocol (SIP) delivered as voice lines over a SIP trunk.
Only one Calling Plan can be nominated against the SIP trunk of your service at a given location.
Minimum Term #
12/ 24/ 36/ 48/ 60 month term options are available.
Hardware #
You will need to use a SIP NTU, which we will provide, to enable you to connect your fixed voice telephone system to the Telstra
Business SIP service.
Different SIP NTU models are available depending on the number of voice lines required as well as the type of interface (BRA, PRA or native SIP) of your fixed voice phone system.
The SIP NTU can be installed via a Telstra Professional Install or via a nominated Telstra Partner or self-installation.
You can pay for the SIP NTU either upfront or via instalments up to 48 months.
What’s included #
Included Calls
Different calling plans have different call rates and call inclusions.
Calling Plan Small Medium Large
Local Calls 22¢/call Included Included
Standard National Calls 30¢/call Included Included
Standard Calls to
Australian Mobiles
30¢/min 30¢/min Included
On Account Calls Included Included Included
What’s not included #
Calls from your service other than the call types listed under the heading included calls, are not included with your calling plan and
you’ll be charged for these separately.
For International Calls rates or eligible countries see telstra.com/business/internationalcalls
• A broadband access service.
• A fixed voice telephone system.
Information about pricing
Telstra Professional Install
You can pay for a Telstra Professional Installation of the SIP NTU
for a fee of $220.00.
Early Termination Charges (ETCs)
If you cancel early, we will charge you an Early Termination Charge
(ETC). The ETC is equal to:
Minimum monthly charge x number of months (or part)
remaining in contract term x 30%, plus any outstanding
hardware repayments.
Calling Plan Small Medium Large
Maximum ETC
(plus any outstanding
hardware repayments)
$158.40 $288.00 $432.00
Other information
Telstra Business SIP does not come with any guarantees in
relation to voice quality. It is recommended that your (separately
purchased) broadband service provides a minimum of 100Kbps
uncontended bandwidth per voice line in each direction to improve
your Service voice quality.
If you have an existing ISDN or PSTN service on the copper network
and you switch to Telstra Business SIP in an NBN network area you
will not be able to switch back once the order is complete
Other information
You can cancel at anytime but will need to pay any charges you owe up to the point of cancellation which may include the full month charge for the current billing cycle. (No credit issued)
Manage your service online
You can manage the details
Billing
The pricing in this Critical Information Summary is for a full billing cycle but your first bill may include pro rata charges for part of the month if you started or changed your plan part way through a billing period.
Bill Payment Charges #
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We’re here to help
If you have questions about your bill, need technical or account support, please call the Support team on 1300 364 185
Complaints or disputes #
If you need to make a complaint you can call 1300 364 185 and request to speak to somebody about an issue
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 tio.com.au/about-us/contact-us
https://portal.multiline.com.au/articles/sfoa