Quick Answer: Porting Timelines at a Glance
If you need a number before a specific date, work backwards from that date using these ranges:| Category A (simple port) - geographic numbers, VOIP to VOIP | Category C (complex port) - cross-technology, ISDN, number blocks | 1300 or 1800 number transfer | Mobile number port | |
|---|---|---|---|---|
| Realistic Range | 8 to 15 business days | 15 to 30 business days | Several business days to two weeks | About 3 hours (99% within 2 business days) |
| Best Case | 80% within 8 business days after confirmation, where infrastructure exists (C540 service metric) | 15 business days (80% Code target) | 5 business days | Around 3 hours |
| With One Rejection | Allow for correction time and a fresh validation cycle; the added time varies by port type and provider. | Add 5 to 10 days | Add 5 to 14 days | Add 2 to 5 days |
💡
Your provider says 1 to 2 days. Reality is 8 to 15 business days for a simple Category A port, and up to 30 for a complex Category C one. The gap is not incompetence. It is that every port depends on the losing carrier's cooperation and the accuracy of your account paperwork. Build in buffer time, especially for business-critical numbers.
Cat A vs Cat C: Which One Applies to Your Number?
Category A and Category C are the two main processes for local geographic-number ports. Mobile and 13/1300/1800 ports use separate portability processes, and C540 also defines a limited Category D process. Which one applies to you determines both the timeline and the complexity of the process. The gaining provider initially nominates the category. Category A is the default for eligible simple telephone services, while Category C is required for complex services needing manual coordination; a gaining provider may also use Category C for a simple service. For a comparison of current options, see our guide to the best phone systems for small business in Australia.Category A: Simple Port
Category A applies to eligible local numbers associated with a simple telephone service, and to certain non-simple services the losing provider has declared can be prepared through the automated process within two business days. Category A applies to a local geographic number associated with a simple telephone service, or to a non-simple service the losing provider has declared can be prepared through the automated process within two business days. Mobile ports use a separate process. This is the standard scenario: a small business moving their existing office number from Telstra or a budget ISP to a proper business phone company like Maxotel.Cat A ports use the Local Number Portability (LNP) system. The gaining carrier submits the porting authority to the losing carrier, the records are validated against billing data, and the cutover is scheduled. On cutover day, the number flips from the old system to the new one. For Category A, C540 targets at least 90% of activations within 30 minutes and at least 99% within two hours after receipt of valid cutover advice. The wait time is the validation and scheduling process in between.Realistic timeline for Cat A: individual local-number ports generally complete within 8 to 15 business days. C540 targets 80% within 8, 90% within 10 and 98% within 15 business days after confirmation, where infrastructure exists and subject to stated exclusions. The upper end of that range accounts for losing carriers that are slower to respond, account detail validation issues that need minor corrections, and cutover scheduling preferences (you typically nominate a preferred time window).Category C: Complex Port
C540 defines Category C as the process for telephone numbers requiring manual processing coordination and as the default for numbers associated with complex telephone services. Common Cat C scenarios for Australian businesses include:ISDN services and number ranges are commonly handled as Category C, but moving from PSTN to VoIP is not automatically Category C; categorisation depends on the existing service and whether manual coordination is required. If the PSTN copper shutdown has recently affected your premises, you may already be in this situation. Multi-number porting, where you want to move a bank of geographic numbers together, is also Cat C. Any scenario where more than one carrier is involved in delivering the current service adds coordination complexity.Cat C timelines are longer because they require more handoffs between carriers and sometimes involve manual coordination that cannot be handled by automated LNP systems. If you are in a Cat C scenario, ask your new provider to confirm the timeline in writing before you commit to a go-live date. Quoting a five-day turnaround to your team and then finding out it is a Cat C port is how avoidable stress gets created.
ⓘ
Not sure which category your port falls into? Contact your current provider or check your current bill for signs that the service may require a more complex port before you submit anything. This should be one of the first questions you ask when onboarding. A good provider will check proactively. If they do not, ask directly: 'Is this a Category A or Category C port, and what is the realistic timeline?'
1300 and 1800 Number Timelines: A Different Process
Porting a 1300 or 1800 number does not use the standard LNP system. 13, 1300 and 1800 numbers use the separate Inbound Number Portability process. Only custom numbers purchased through ACMA’s numbering system are Smartnumbers; the customer’s rights depend on how the number was issued or acquired. Your provider is the carrier delivering calls to it. Changing providers uses the Inbound Number Portability process, which C657 defines as porting the number between carriers and CSPs through the inbound-number portability system.Inbound numbers use a separate electronic portability process. End-to-end provisioning times vary by provider and routing requirements, with current provider estimates commonly ranging from several business days to about two weeks. Inbound ports require customer authorisation and the current Service Account Number. Additional rights-of-use evidence may be requested where the number is a purchased Smartnumber. Some providers manage this entirely on your behalf; others hand you the forms and expect you to coordinate. Clarify this upfront.Typical 1300/1800 transfer timeline is 5 to 15 business days for a straightforward transfer, with the upper end of 20 business days if documentation needs to go back and forth. If your business relies heavily on an inbound 1300 number for marketing or customer calls, plan for three to four weeks from decision to go-live. For more background on 1300 numbers in Australia, see our 1300 number guide.What Happens on Cutover Day
The actual cutover is the moment your number flips from the old system to the new one. For Category A, the Code targets 90% of activations within 30 minutes and 99% within two hours after a valid cutover advice. Category C cutover duration is coordinated for the particular port and should be confirmed with the gaining provider.During the cutover window, calls to your number may not connect reliably. A temporary interruption may occur during the transfer, and your provider should advise whether one is expected. Any interruption occurs while the involved carriers implement the port and update call routing; the expected behaviour and duration should be confirmed with the gaining provider.To manage the cutover window practically: schedule it during your lowest call volume period (typically early morning or late afternoon on a Friday). Set up a brief forwarding arrangement to your mobile before the cutover starts. Brief your team that calls may be unreliable for up to two hours. Once the port is confirmed complete by your new provider, test an inbound call immediately. If it lands cleanly on your new system, you are done.After the cutover window, everything returns to normal. Your number works exactly as it did before, except now it is on your new VOIP system with all the call routing, IVR, and features you have configured. For the full setup process before your port, see our NBN VOIP setup guide.What Speeds Up the Porting Process
Porting timelines are not entirely in your control, but several factors consistently produce faster results.Clean Account Details
The single most effective action you can take is to confirm your exact account details with your current provider before submitting the porting authority form. Provide accurate customer-authorisation details and the correct Service Account Number. Requirements vary by port type and provider; C540 does not establish that every one-character name or address discrepancy causes a Category A rejection. Call your current provider and ask them to read out exactly what appears on the account. Write it down. Submit that, verbatim.No Outstanding Balance
A losing telco cannot refuse or delay a valid port because the customer owes money. Any outstanding debt, final bill or early-termination fee remains payable separately. Any outstanding debt remains payable separately, but a losing telco cannot refuse or delay a valid port because money is owed. Clear any outstanding balance before initiating the port. If you are in a contract with an early termination fee (ETF), that is a separate financial matter that does not block the port, but be aware it will be charged.Correct Service Identifier (SPIN or Account Number)
For fixed-line and inbound ports, the Customer Authorisation should include the account number for each service identifier being transferred. Under C540 and C657, the Service Account Number is the customer account number from the CSP or reseller that bills the customer. Your new provider will tell you which identifier they need. If you do not have it, it is on your current provider's invoice or available by calling their customer service line. Getting this right on the first submission is worth 5 minutes of effort to avoid a 3 to 7 day rejection recovery cycle.Responsive Losing Carrier
Not all of the timeline is in your hands. Losing carriers vary in how quickly they process porting requests. Processing time can vary between carriers and requests, although participating carriers and CSPs remain subject to the applicable Code obligations and exceptions. If your current provider is slow to respond to porting requests, your new provider should be chasing them. If they are not, that tells you something about how they handle problems.What Delays the Porting Process
Delays fall into two buckets: things you caused, and things outside your control. Both are common.Delays You Can Control
Wrong account holder name. This is the most common rejection reason. Customer Authorisation should contain the customer or business name, but C540’s Category A validation criteria do not require an exact name match; confirm the information required by the gaining provider. A changed business name or former employee’s name may require the gaining provider to verify authority or correct the Customer Authorisation, but it is not a universal Code-defined rejection ground. Fix: verify the exact name on the account before submitting.Incorrect SPIN or service identifier. Use the Service Account Number or other identifier requested for the applicable port type; a separate service-level identifier does not exist for every business number. Consequences vary by port type: C657 validates inbound ports against the Service Account Number, while C540 does not make a Category A service-account mismatch a rejection criterion. Fix: ask your current provider to confirm the service identifier for the specific number you are porting.Number not associated with the account. Some businesses have numbers on their service that they are not aware are on a different account or sub-account. This happens when a business has grown, changed providers, or restructured over time. Fix: ask your current provider to confirm that the specific number you want to port is on the account you are providing details for.Cancelling the old service before the port completes. Only active numbers can be ported. A disconnected number is generally quarantined for 6-12 months and the former customer loses the right to use it; if the disconnection was an error, the holding telco must reissue it within one business day on request. Port first, confirm completion, then cancel. Always.Delays Outside Your Control
Losing carrier processing times. Carriers are required under ACMA rules to process valid porting requests within prescribed timeframes, but 'within the timeframe' still gives them a window. For Category A, the losing provider must validate and confirm or reject 99% of requests within one business day of receiving the SNA. Some carriers use the full window as a matter of course.Public holidays. The porting system runs on business days. For local-number ports, C540 excludes national public holidays from Business Days, unless the carriers have agreed otherwise in bilateral arrangements. A port submitted the day before a long weekend will not progress until after the break.Cutover scheduling windows. Most carriers offer cutover windows during business hours on business days. If your preferred cutover time is a specific morning slot and that slot is already taken, you may wait an extra day. Flexible businesses move faster.Legacy infrastructure. Numbers linked to legacy PSTN or ISDN services may require separate coordination with the losing carrier, including where an associated service needs to be cancelled. This adds real coordination time,What Happens When a Port Is Rejected
Rejections are common. They are not a disaster. A first-attempt rejection does not mean the port has failed. It means the paperwork did not pass validation and needs to be resubmitted with corrections.When a port is rejected, your new provider should receive a rejection notice from the losing carrier that includes a reason code. Rejection reasons vary by port type. For a Category A local port, current C540 criteria include an expired authorisation date, a disconnected or pending-disconnection service, a pending customer order or port request, an already-ported number, or a service that is not eligible for the Category A process.A good provider will communicate the rejection reason to you clearly, tell you exactly what needs to be corrected, and resubmit once you have confirmed the correction. The resubmission process effectively restarts the timeline from zero. Plan for an additional 8 to 15 business days per rejection cycle for a Cat A port, or up to 30 business days for a Cat C port.If you receive a rejection, the first question to ask your provider is: 'What is the exact rejection reason code, and what information do I need to correct?' If they cannot answer that clearly, escalate within the provider. Vague answers like 'the other carrier rejected it' without a specific reason code mean someone has not done the diagnosis.
💡
A corrected Category A request is treated as a new request, so allow the applicable 8-15-business-day Category A timeframe again. Two rejections can take a simple port past 2 weeks. The most reliable way to avoid multiple rejections is to spend 10 minutes on the phone with your current provider before you submit anything, confirming the exact account holder name, service address, and account number. That call is worth a week.
Your Rights Under ACMA Rules: What to Do If a Provider Stalls
Number porting in Australia is regulated under the ACMA's Telecommunications Numbering Plan. Under this framework, losing carriers are legally required to support valid porting requests and process them within prescribed timeframes. A provider cannot refuse to release a number because they do not want to lose your business.If you have submitted a valid porting request with correct documentation and your current provider is not processing it within the regulated timeframe, you have escalation options. The first step is a formal complaint to the losing carrier's complaints team (not standard customer service). Most carriers have a dedicated complaints process and are required to respond within a defined timeframe.If the formal complaint does not resolve the issue, the next step is the Telecommunications Industry Ombudsman (TIO). A TIO complaint reference does two things: it creates a formal record of the dispute, and it triggers the carrier's internal complaints escalation process. Resolution timeframes vary, and complaints requiring specialist teams may take longer than usual. The TIO service is free for consumers and small businesses. You can lodge a complaint at tio.com.au.For context on broader VOIP switching decisions, see our VOIP vs traditional phone comparison.Planning Your Port: Work Backwards From Your Go-Live Date
The most common porting planning mistake is treating it as a finish line rather than a milestone. Businesses pick a date to be 'done with the old system' and then find out the port has not completed yet. The correct approach is to work backwards.Start with your target go-live date. The date you want your new VOIP system handling calls. Then work backwards: your new system needs to be fully configured and tested before the port completes, so allow 1 to 2 weeks for setup and testing on a temporary number. Add the port timeline on top: allow 8 to 15 business days for Category A and 15 to 30 business days for Category C, subject to C540’s stated exclusions; inbound-number end-to-end provisioning varies by provider. Add a buffer for one potential rejection: 7 business days. That gives you your submission deadline.Most businesses that experience porting stress submit the port request the week before they want to go live. That works sometimes, for a first-attempt clean Cat A port with zero complications. It creates real problems when it does not. Give yourself 4 weeks from decision to go-live for a simple port. Give yourself 6 weeks for a complex port or 1300 number. For background on what migrating looks like end to end, see our landline to VOIP migration guide.Australian Businesses: Number Porting Reality Check
There is a specific anxiety around number porting that shows up repeatedly in AU business communications decisions. The anxiety is: 'What if I lose my number?' or 'What if it does not work?' These fears are legitimate but they are overestimated relative to the actual risk.The porting process is routine. The technical infrastructure for porting has been in place for decades. Numbers do not disappear into a void. Straightforward active-number ports are routine, but continued retention is not absolute: a disconnected number cannot be ported and the customer generally loses rights to it, subject to remedies for erroneous disconnection. In the rare scenario where something goes genuinely wrong, the ACMA regulatory framework and the TIO exist to resolve it.The delay is paperwork, not technical difficulty. A 10-business-day Category A port is within the current Code’s service metrics and does not by itself show that paperwork was corrected or a public holiday intervened. None of these are signs that your number is at risk.What actually causes number loss is not the porting process itself. It is businesses that cancel their current service before confirming the port is complete. Do not do that. Port first. Confirm completion. Then cancel.The migration away from legacy copper/PSTN services was not universally completed in 2025, copper PSTN remains available in some areas and nbn still operates copper-based FTTN/FTTC access while upgrades continue. Where your specific copper service has genuinely been retired, porting your number to a proper business phone company is how you retain the number you have been using for years. The process is well-established for this scenario, and any competent business phone company has done it hundreds of times. For a broader comparison of your options now, see our VOIP vs traditional phone guide.What Most Businesses Get Wrong About Number Porting Timelines
Mistake 1: Treating the Provider's Quoted Timeline as a Deadline
When a provider says '1 to 2 days', that is their best-case scenario for a clean first-attempt Cat A port. It is not a commitment. If the account details need any correction, or if the losing carrier uses the full regulatory processing window, the actual timeline stretches. Treat quoted timelines as optimistic targets. Plan around the realistic range in the table above.Mistake 2: Submitting the Port Before the New System Is Ready
The port timeline and the system setup timeline run in parallel in some businesses' heads. They should not. Your new VOIP system should be fully configured, tested, and running on a temporary number before you submit the porting authority. When the port completes, the number lands on an already-working system. If you submit the port and then start configuring the system, you risk the port completing before the system is ready. That means calls to your number hit an unconfigured system. Not a good look.Mistake 3: Not Telling the Team What to Expect During the Cutover
The cutover window is real. For 15 to 60 minutes, calls to your number may not connect reliably. If your team does not know this is coming, they panic. If they do not have a temporary mobile number to give clients who call during the window, the business looks unreliable. Brief your team before the cutover date. Give them a mobile number to use as a backup during the window. It turns a potentially stressful event into a routine handover.Your Next Steps: Port Planning Checklist
Work through this checklist before you initiate any porting request:[ ] Confirm your port category with your new provider: Cat A or Cat C? Get the realistic timeline for your specific scenario in writing. [ ] Set your go-live date and work backwards: new system fully live by [date] = port submitted by [date - 3 weeks minimum for simple, 6 weeks for complex]. [ ] Call your current provider and confirm exact account holder name, service address, and account number (not just your billing email). [ ] Check for outstanding balance on your current account. Clear it before submitting. [ ] If porting a 1300 or 1800 number: confirm with your new provider that they support 1300/1800 hosting and understand the Smart Numbers transfer process. [ ] Set up your new VOIP system on a temporary number. Configure IVR, call routing, voicemail, ring groups. Test everything. [ ] Submit the porting authority form with verified account details. [ ] Choose a cutover date and time during your lowest call volume period. [ ] Set up mobile call forwarding from your current number for the cutover window. [ ] Brief your team on the cutover date, time, and backup contact number. [ ] On cutover day: wait for provider confirmation, then test inbound and outbound calls immediately. [ ] After port confirmation: cancel old service (not before).If you want a recommendation on which provider handles number porting smoothly for Australian businesses your size, our team can point you in the right direction. See the Get a Recommendation page.The expected porting timeline depends almost entirely on number type and category. Our Number Porting Checker identifies your number's type and category upfront, so you know whether to plan for a 2-business-day Cat A port or a 10-business-day Cat C process before you start.
What Does Number Porting Cost?
Porting fees are provider-specific. The gaining provider, the losing provider, or both may charge a fee, and rejection or administration fees can also apply on top of any standard charge, check both providers' current terms rather than assuming it is free. The losing provider (the telco you are leaving) may also charge a service cancellation or early termination fee if you are mid-contract. Category C fees vary by provider, batch size and rejection status and can exceed $200; obtain a current quote for the specific number range and service. The cost of an ongoing cloud phone plan after porting varies by provider, plan inclusions, licensing, contract terms and GST treatment.
How long does number porting take in Australia?
Category A ports (simple geographic numbers) generally take 8 to 15 business days. Category C ports (complex geographic ports requiring manual coordination) may take up to 30 business days. For mobile ports, 90% complete within 3 hours and 99% within 2 business days. For straightforward 1300 and 1800 number transfers, allow several business days to two weeks once account verification and routing setup are included; complex routing arrangements may take 3 to 4 weeks. Each rejection restarts the applicable timeline. For planning purposes, allow 4 weeks from decision to go-live for a simple port and 6 weeks for a complex one.
What is the difference between Category A and Category C porting?
Category A is a local-number process for eligible numbers associated with a simple telephone service, or certain non-simple services declared capable of automated preparation. Mobile numbers use the separate Mobile Number Portability process. Most business VOIP ports are Cat A. Category C is the local-number process for telephone numbers requiring manual processing coordination and is the default for complex telephone services; the gaining provider should confirm the category from the existing service arrangement. Cat C takes longer because of the additional coordination involved. Your new provider can confirm which category applies to your number before you commit to a timeline.
How long does it take to port a 1300 number in Australia?
For a straightforward 1300 or 1800 number transfer, allow several business days to two weeks once account verification and routing setup are included. These numbers use a different process from standard geographic number porting. These numbers use the separate electronic Inbound Number Portability system under C657. Customer Authorisation and the current Service Account Number are required; additional evidence may be requested for a purchased Smartnumber. Complex routing arrangements may take 3 to 4 weeks, and you should confirm with your new provider that they support 1300/1800 hosting before starting.
Why was my number port rejected, and how do I fix it?
Rejection reasons vary by port type. For a Category A local port, C540 criteria include an expired authorisation date, a disconnected or pending-disconnection service, a pending customer order or port request, an already-ported number, or a service that is not eligible for the Category A process. Your new provider should receive a rejection reason code from the losing carrier. Ask them for the specific code and what information needs to be corrected. Once you have confirmed the correct details with your current provider and updated the porting authority form, the port can be resubmitted. Allow an additional 8 to 15 business days for a Cat A port after resubmission.
Will my number be lost during the porting process?
No. The number does not disappear during the port. There is a cutover window, typically 15 to 60 minutes, during which calls may not connect reliably. Outside that window, your number is active on either the old or the new system. The risk is not permanent number loss. It is a brief period of reduced reachability during the cutover window. That risk is manageable by scheduling the cutover during low-volume hours and forwarding to a mobile during the window. Cancelling or otherwise disconnecting the current service before the port completes makes the number ineligible to port and can cause the customer to lose rights to it. Never do this.
Can my current provider block or delay my number port?
Providers cannot refuse a valid porting request. Under the ACMA's Telecommunications Numbering Plan, losing carriers are legally required to process valid ports within prescribed timeframes. A losing provider may reject a request when the applicable Code’s validation criteria are not met, but it cannot refuse a valid port merely to retain the customer or because money is owed. If your provider is obstructing a valid port, lodge a formal complaint with their complaints team first. If that does not resolve it, lodge a complaint with the Telecommunications Industry Ombudsman (TIO) at tio.com.au.
What happens during the cutover window on porting day?
The cutover window is the period when your number transitions from the old system to the new one. For Category A, C540 targets at least 90% of activations within 30 minutes and at least 99% within two hours after valid cutover advice. Category C cutover duration is coordinated for the particular port and should be confirmed with the gaining provider. During this window, calls to your number may not connect reliably. Some calls may reach the old system (which may already be decommissioned), some may reach the new system, and some may receive a 'number not available' message. This is normal. It is not a sign the port has failed. Schedule the cutover during your lowest call volume period, forward your number to a mobile before the window starts, and test inbound calls as soon as your provider confirms completion.
How far in advance should I submit my port request?
At minimum, submit 2 weeks before your target go-live date for a simple Cat A port. For a complex Cat C port or a 1300 number transfer, submit 4 to 6 weeks in advance. These windows include a buffer for one rejection cycle and cutover scheduling. Before you submit, your new VOIP system should already be configured and tested on a temporary number. Businesses that submit the week before they need to go live are taking a risk that a clean first-attempt port will work without any delays. Most do, but the ones that do not create significant stress. Build in buffer.
Does number porting cost anything?
It can. Porting fees are provider-specific, the gaining provider, the losing provider or both may charge, and rejection or administration fees can also apply, so check both providers' current terms rather than assuming a flat market rate. The more significant cost to watch for is any early termination fee from your current provider if you are within a minimum contract period. Check your contract terms before initiating the port.
Can I port my number if I am switching from NBN to a different connection type?
Yes. Number portability is independent of your physical internet connection. You can port a geographic number to a business phone company regardless of whether you are on NBN FTTP, FTTC, FTTN, or a business fibre connection. The port is a carrier-level transaction. Your internet connection is what the VOIP service runs over after the port. If you are switching both your internet provider and your phone provider at the same time, coordinate the timelines so your internet connection is live before the phone port completes. A VOIP service with no internet connection is not useful.
Try our free tools
Get specific numbers for your business with our VOIP Cost Calculator.
Related reading:
Want a Smooth Number Port to a Better System?
Get a Recommendation