Melbourne Phone Company Help & FAQ's



Upon signing up with Melbourne Phone Company you will have received a Welcome Pack, which contains helpful information as well as all of our customer care phone numbers. Your current provider will send you a final invoice (due to current providers terms you may be eligible for a credit for payments made in advance). Melbourne Phone Company invoices your company either on the 1st of the month which will include the pro-rata period which is explained in detail in the Welcome Pack.

CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions do apply.

Melbourne Phone Company uses the Telstra Network for all our PSTN & ISDN (landline) services throughout Australia. It is one of the most reliable networks in Australia.

As a Melbourne Phone Company customer, Telstra are not responsible for the service we provide to you. Melbourne Phone Company manages all your invoices, services and accounts. Any issues you have are Melbourne Phone Company concern and as such should be directed to Melbourne Phone Company Customer Care.

No, as you are a Melbourne Phone Company customer, your monthly bill will be a Melbourne Phone Company Invoice. We are a wholesaler of Telstra, so in other words we resell Telstra services. This means we only use Telstra’s Network to deliver our cost effective plans to you.

You will receive your first bill with Melbourne Phone Company in the first week of the following month after signing up with Melbourne Phone Company.

Our Customer Care team is made up of Customer Care Managers. Each member in our Customer Care team is trained to be able to assist you on any query whether it is a billing or service query. Our team is available by calling 1300 887 939, 7/365 days alternatively can be contacted via email on

If you wish to change your plan for any reason please contact our customer care team on 1300 887 939, 7/365 days and our friendly staff will be more than happy to accommodate your needs.

Yes, please click here to download our Understanding Your Bill document.

Yes, please click here to download our Spend Management Tools and Assistance document.

Yes, please click here to download our Security Tools  document.

Yes, please click here to download our Usage Information document.


If Personal Information must be sent by Melbourne Phone Company overseas for sound business reasons; Melbourne Phone Company will require the overseas organisation receiving the information to provide a binding undertaking that it will handle that information in accordance with the Australian National Privacy Principles, preferably as part of the services contract.