Your Vocal Account
Here you’ll find information about your account with us, including our online self-help tools, your payment options, managing your data and estimating usage costs and more!
The Vocal Customer Portal
Vocal has always prioritised the practice of accurate and timely billing.
We continually look at ways to improve the presentation of billing information and assist our customers with innovative tools and information they need to better manage their account with us and costs.
Pay Your Vocal Bill
If you have any difficulty paying your bill on-time, you must let us know before the bill becomes due so that we can help you come to a payment arrangement or plan to get your costs under control.
Australia’s preferred method to pay bills. With Bpay, you can make payments from your cheque, savings or credit card account.
To learn more, please contact your bank or visit: www.bpay.com.au
With EFT, you can pay your bill directly into our business bank account.
Vocal Channels Pty Limited
Bank: St George Bank
BSB: 112-879 Account: 446918158
For ease and convenience, you can pay your Vocal bill in person at any Post Office throughout Australia by cash, cheque or from your cheque or savings account.
Subject to a $2.50 transaction fee for each payment.
Click on this link for help to find your nearest Australia Post Office
Call 1300 796700 to pay amounts less than $5,000 using your VISA or MasterCard.
Credit card payments incur a 2% surcharge on transaction amount.
Visit www.vocal.com.au to make secure payment of your Vocal bill using a VISA or MasterCard.
Credit card payments incur a 2% surcharge on transaction amount.
To make an online payment now, click on the ‘credit card’ icon at the top of the website or the click here
Detach the payment slip on your Vocal bill and return it together with your cheque or money order to:
Vocal Channels Pty Ltd, PO Box 1020, Surry Hills NSW 2010
Pay your bill automatically from a nominated bank account or credit card. For an application please call 1300 796700 or download an application below:
Application for Direct Debit
Understanding Your Vocal Bill
View or download the document to see a sample bill and know what to expect for your first and on-going monthly bills
Choose How You Receive Your Bill
Save time and money with the convenience of having your bill emailed as a .pdf file each month.
As our preferred method to send bills, customers who provide an email address will automatically have their bills send via email unless advised differently. If for some reason that you do not receive your bill, please check your email junk or clutter folders to ensure that they have received their bill or call Vocal on 1300 796700.
Call or write to us if you’d prefer your bill to be printed and posted to a nominated address. Our bills are printed on 100% recycled paper and posted via Australia Post.
Printed bills contain the same itemised information and bill reporting details (if requested) as with emailed bills. Printed itemisation of local calls is not included and can be found on the Vocal web portal.
A monthly fee of $5.00 inclusive of GST applies for the printing and posting of bills.
For secure 24x7x365 access to your billing information, Vocal customers can access the Self-help portal.
The portal allows customers to view current and historical bills (up to 2 years), run customised reports, view unbilled charges and usage, update account details and more…
Call or email us at [email protected] to set-up your secure login details to access the Self-help portal today.
Vocal Bill Customisation & Reporting
Unlike most of our competitor’s; Vocal can work with you to customise the information and layout of your monthly bill providing you with informative reporting features designed to meet your needs.
Your Vocal bill can be customised in a variety of ways to best suit your needs:
- Itemise service numbers under different departments or cost centres.
- Multi-site organisations can select any number of sub-offices to receive either summery or itemised bills.
- Customised labelling of service numbers with a staff member or department name.
- Extension level billing (technical limitations apply) allowing for the labelling of each extension with the staff member name and department for easy reconciliation.
Call Vocal on 1300 796700 for more information about our complimentary bill customisation service.
Your Vocal bill can be customised in a variety of ways to best suit your needs:
- Call spend by type
- Most expensive calls
- Longest calls
- Summary by Charge Type
- Service Summary
- Call Itemisation Mobile Calls
- Call Itemisation National Calls
- Call Itemisation International Calls
- Summary by Call Type (Pie graph)
- Traffic Profile per hour (bar graph)
- Traffic Profile per day (bar graph)
Call Vocal on 1300 796700 for more information about our complimentary bill reporting service.
Managing Your Data Usage
Vocal provides a range of Spend Management Tools available to help you manage your usage and spend levels on your service(s). Below are some useful spend management tools to help you stay in control of your usage and spend.
In general, our bills are produced with an issued date of the 5th day of every month which is dependent on weekends, national public holidays and alike.
In most cases unless otherwise advised, any data or call allowance connected to your service(s) will be reset on the first day of the new billing cycle.
Customers including their authorised representatives may access our Self-help portal at no charge to review bill history, reports and unbilled charges.
This helpful tool also allows the user to export historical or unbilled billing data to other applications such as excel or word and generate customised reports.
Please contact Customer Support to enable us to activate this feature. You will be given a temporary password that can easily be changed once you have accessed the portal.
*Note: Unbilled call data is generally delayed for up to 2 full business days and up to 3 months for international roaming data
For secure 24x7x365 access to your billing information, Vocal customers can access the Self-help portal.
The portal allows customers to view current and historical bills (up to 2 years), run customised reports, view unbilled charges and usage, update account details and more…
Call or email us at [email protected] to set-up your secure login details to access the Self-help portal today.
Go to Self-help portal
These alerts are designed to help you manage your usage and monthly spend. It is important to take note of these alerts to help you control your monthly usage.
Vocal does not charge excess usage fees on services that offer either unlimited calls or data.
Such inclusions are however subject to our Fair Use Policy and may not include certain types of calls or other exclusions and restrictions pertaining to the service as advised.
Estimating Your Data Usage
Understanding how much data you think you will use each month will make it easier to select the right plan for your needs.
When estimating your data usage, please ensure that you consider both your uploads and downloads as we calculate your data usage allowance as a total of both your download usage and upload usage.
- activities such as receiving and sending text emails, receiving and sending relatively short word processing documents and reading largely text-based Internet pages (browsing) would commonly use approximately 0.02 to 0.05 Mb per activity;
- receiving or sending still pictures might be expected to use anywhere between 0.05 and 0.25 Mb per picture;
- downloading a piece of music (a single 4-minute track, known as an MP3 file) could be expected to use about 4 Mb; and
- downloading a 5 minute music video or a movie trailer, with moving pictures and sound could be expected to use about 30 Mb.
- Downloading a 60 minute YouTube video in standard definition (SD) could be expected to use between 300 – 600 Mb
- Downloading a 90 minute high definition (HD) movie with sound could be expected to use more than 2.5 – 3.5 Gb
1Mb = 1.024Kb
1Gb = 1,024Mb
- activities such as receiving and sending text emails, receiving and sending relatively short word processing documents and reading largely text-based Internet pages (browsing) would commonly use approximately 0.02 to 0.05 Mb per activity;
- receiving or sending still pictures might be expected to use anywhere between 0.05 and 0.25 Mb per picture;
- downloading a piece of music (a single 4-minute track, known as an MP3 file) could be expected to use about 4 Mb; and
- downloading a 5 minute music video or a movie trailer, with moving pictures and sound could be expected to use about 30 Mb.
- downloading a 60 minute YouTube video in standard definition (SD) could be expected to use between 300 – 600 Mb
- downloading a 90 minute high definition (HD) movie with sound could be expected to use more than 2.5 – 3.5 Gb
1Mb = 1.024Kb
1Gb = 1,024Mb
It’s important to learn about the actual speeds you can expect to experience once you make the switch to an nbn® plan, particularly during peak usage times.
Please note, not all speed tiers are available everywhere. The availability of speed tiers depends on the type and availability of the nbn® technology in your area. For more information please view our nbn® technology and speed guide
Important Information About Your Vocal Service
Delinquent accounts risk referral to a debt collection agency and will incur a 27.5% debt collection fee.
A $25 dishonoured cheque fee applies to each returned cheque.
We do not accept payments by American Express or Diners Card.
You can elect to have your bill emailed at no cost.
You are entitled to make a complaint should you become dissatisfied with our service. It is important that you familiarise yourself with our Complaint Handling Policy (CHP) which sets out important details concerning our processing of your complaint.
You must allow us at least 14 days to deal with your complaint. In the event we are unable to resolve your complaint, you have the right to refer your complaint to the Telecommunications Industry Ombudsman (TIO).
You risk being penalised for costs incurred by us resulting from any breach of our CHP including false or misleading statements to the TIO.
You may choose to switch your service to another provider but we cannot do this for you.
Call our 24 hour service desk on 1300 796700 or 0411 337777 (after hours & public holidays) to report a fault.
Fault restorations can only be actioned during business hours and generally resolved within 2 business days dependent on your location.
Please advice if you have a life threatening medical condition.
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