Gaps and checks
Things this review found that sit outside the twenty-three numbers we were asked to report on, and the handful of figures that need confirming before anyone signs anything.
Three people share two Health Reach numbers
Musha, Ricky and Kai all dial out presenting 61747211822 or 61485993551. From VoIPline's side that reads as one number placing 562 calls a month, which is exactly the pattern their anti-spam monitoring looks for. It is also the pattern that gets a number blocked by the receiving carriers.
Giving each person their own number costs $9.95 a month each and removes a flag we do not need to be carrying. This is worth doing regardless of which plan decision we make.
Numbers we are paying for that nobody uses
| Number | Assigned to | Calls in six months | Monthly rental |
|---|---|---|---|
| 61747721524 | Health Reach 2 | 0 out, 14 in | $2.00 |
| 61485993552 | Ricky (Health Reach) | 2 out, 6 in | $9.95 |
| 61485839114 | Khim | 17 out, 4 in | $9.95 |
| 61420139858 | Darwin | 20 out, 6 in | $9.95 |
| Total sitting idle | $31.85 / month | ||
You have said you want every number kept active, and that is a reasonable call - porting a number back later is slower and messier than paying $31.85 a month to hold it. This table is here so the decision is a decision rather than an oversight.
Five things to confirm before we sign anything
| What | Why it matters | Worth | Who |
|---|---|---|---|
| Is our VoIPline invoice GST inclusive or exclusive? | Every VoIPline document says prices include GST. If our invoice adds GST on top, they are billing above their published rate card and every figure in this pack is 10% out. | ~$43 / month | Akila - pull one invoice |
| What is the New Zealand mobile rate? | Jennelyn's New Zealand minutes are free today on Unlimited Australia Plus. On any metered plan they become chargeable international, billed in whole minutes. We have estimated 8.4c because the published table omits New Zealand. | $25 - $150 / month | VoIPline portal, Billing > Rates search |
| Does Timed MAX's $20 included value pool across the account? | If it pools, our whole company's Australian usage sits inside one allowance and excess is nearly zero. If it is strictly per user, the four heaviest callers blow through theirs and we pay excess. VoIPline's documents say included SMS does not pool but are silent on calls. | ~$30 / month | Ask VoIPline in writing |
| Per-second or per-minute billing, in writing? | VoIPline's product documents say one-second increments with no minimum. An older Service Schedule said 60-second minimum with 60-second increments. Our cold callers' real mobile minutes are 11,879 a quarter; rounded up to whole minutes they become 24,568, an uplift of 107%. On the recommended plans that is the difference below. | ~$146 / month | Ask VoIPline in writing |
| Crazytel's actual call-centre rates | Their call-centre trunk pricing is quoted on consultation, not published. Everything in this pack uses their published PAYG rates as a stand-in. Also confirm their virtual mobile numbers give each agent their own outbound caller ID. | up to $53.45 / month | Akila - request a quote |
One thing that no plan change fixes
VoIPline's Fair Use Policy bans "telemarketing" outright, with no plan qualifier. Moving to their Call centre rate card closes the "call centre operations under unlimited plans" clause - which is the one they can actually point at today - but the broader clause stays. So does their separate Anti-Scam and Anti-Spam Call Policy, which allows immediate suspension.
We checked Dialpad, Crazytel, Zoom, 8x8, SIPcity and Vonex. Every one of them carries an equivalent clause. There is no Australian carrier that contractually welcomes cold outbound calling. What we can do is stop being the obvious case: get off unlimited plans, keep our answer rate and call length where they are, stop sharing caller IDs, and have our compliance position in writing before the next warning rather than after it.
Where the underlying data lives
04 Call Data/2026-09-01 VoIPline export/- the 1 September export this pack is built from: call history and SMS history for 2 March to 1 September 2026, plus VoIPline's own user statistics report.08 Provider Research/- the full provider research, the rate cards, and the cost model script.09 Monthly Comparison/- the earlier monthly workings, built on the August export.02 Policy Reference/- the Fair Use Policy and the VoIPline services guide.