Crazytel is a pre-paid service designed to offer flexible and reliable communication solutions. This policy explains how billing works for SIP Trunks and Extensions (CrazyPBX), how your invoices work, what happens if your account goes into debit, and how to get help.

Contact us: free call 1800 272 998, email helpdesk@crazytel.com.au, or visit crazytel.com.au.

Key Summary

• Stay in credit: Accounts must remain in credit at all times, or all services are automatically suspended.
• Auto top-up: Required on every plan except Pay-As-You-Go (P.A.Y.G) to keep your service running.
• Billed on the 1st: SIP trunk fees are charged on the 1st of each month. Numbers bill on your DID billing date.
• Two invoices: You typically receive one usage invoice for the month just gone, plus one invoice for your phone number fees.

Account Status

• Maintain credit: Accounts must remain in credit at all times. Failure to do so will result in the automatic suspension of all services.
• Unsuspension: Services cannot be unsuspended unless the account balance is brought back into credit. This is a system restriction and cannot be overridden by staff members.
• Auto top-up requirement: All subscription plans, except Pay-As-You-Go (P.A.Y.G) plans, require automatic top-up to be enabled and set up on the account. This ensures continuous service availability and prevents unexpected service interruptions.

SIP Trunk Charges

• Billing cycle: If you are subscribed to a plan that includes a SIP Trunk fee, charges for SIP trunks will be applied the following month on the 1st of each month.
• Active usage: Only active SIP trunks on your account as of the billing date will be charged.
• No pro-rated fees: There are no pro-rated fees or credits for SIP trunk usage.

Phone Number (DID) Charges

• Billing date: The DID billing date is established when you purchase your first DID number. This date remains consistent for the life of your account.
• Additional numbers: Any additional phone numbers added after the initial purchase are charged the full amount at the time of purchase, then re-billed on the established billing date. DIDs are never pro-rated.

Understanding Your Invoices

What the invoice numbers mean

Invoices starting with "U" are usage invoices. They record the calls and other usage from the previous month. Invoices without a "U" are your phone number (DID) charges, and those are issued separately.

Why you receive 2 invoices each month

Every phone number on your account bills on one set monthly date, and usage bills separately for the month just gone. So you typically see one usage invoice plus one number-fee invoice each month.

• If you add a number part way through a cycle, it is charged the full amount at the time of purchase, and re-billed when your monthly billing date rolls around. DIDs are never pro-rated.
• Other subscriptions (plans, voicemail, add-ons) bill on their own dates too. They can't currently be synced to a single date. This is a billing-system limitation, not something you have missed.

Why invoices show as paid while your balance drops

Crazytel is prepaid. Every charge, calls, subscriptions, and number fees, comes out of your account balance in real time, so nothing is ever "waiting to be paid" on a billing date. The invoices are usage and tax records, not payment requests, which is why they show as paid even as the balance drops.

If usage or charges exceed what was topped up, the balance can go negative. While the balance is negative, all services stop until the account is topped up again. See "If Your Account Is In Debit" below for what happens next.

How pre-paid top-ups work

• Manual recharge: You add credit to your balance whenever you choose.
• Auto top-up: Credit is added automatically to keep your balance in credit. Auto top-up is required on every plan except Pay-As-You-Go (P.A.Y.G).
• No direct debit on invoices: Invoices are not direct debited from your bank account. Charges are taken from your Crazytel account balance directly, and your card is only used when you add credit, by manual recharge or auto top-up.

If Your Account Is In Debit

While an account is in debit, we cannot restore services. This is a system limitation.

Crazytel is pre-paid. If you do not pay your account balance, we do not send the debt to a debt collector. Instead, we write off the unpaid balance when the account is closed, after the notices below.

Our Notice Timetable

We contact you on this timetable, measured from the day the overdue balance is identified. Messages are sent on business days. Routine notices are at least one business day apart.

• Day 0: Email and SMS
• Day 2: SMS
• Day 7: Email
• Day 8: Formal closure notice, by email and SMS
• About 3 days before closure: Final warning, by email and SMS

The account is closed only after the formal notice has had at least 10 business days, the final warning has been sent, and the closure date is a business day. You then receive a closure confirmation by email and SMS. Closure writes off the unpaid balance and removes your numbers and trunks. A number that is in the middle of a port is not removed until that port is finished.

If You Pay

• If the balance is back to $0 or more before the formal notice, the process stops. We send a short payment-received email and SMS.
• If the balance is cleared after the formal notice, the process stops. We send an email to confirm that.
• If you add credit and the balance is still negative, the timetable starts again from Day 0.

Pauses

Ask us to pause the process for financial hardship, a balance dispute, or a complaint, including a complaint to the Telecommunications Industry Ombudsman. A payment arrangement pauses the routine notices for 14 days. A promise to pay pauses them until the day after the date you agreed. If the arrangement is not kept, the existing timetable resumes.

Other Accounts On The Same Payment Card

Other Crazytel accounts that used the same payment card can receive their own notice sequence and can be closed on that basis. After closure, that card can be blocked from further use with Crazytel.

New Account or Getting Your Old Account Back

If you create a new account, or want your old account back, you will need to pay the written-off debt amount first.

Important Notes

• System restrictions: All billing and suspension protocols are governed by system settings and cannot be altered by Crazytel staff.
• Customer responsibility: It is the customer's responsibility to ensure that their account maintains sufficient credit to avoid service interruptions.

Contacts and Help

• Crazytel: 1800 272 998, or My Account at myaccount.crazytel.com.au
• Financial hardship: Financial Hardship Policy
• Complaints: crazytel.com.au/theloveteam
• TIO: 1800 062 058, tio.com.au/make-a-complaint
• National Debt Helpline: 1800 007 007, ndh.org.au

Questions about your billing or account status? Contact Crazytel Support at helpdesk@crazytel.com.au or call us free on 1800 272 998.

About This Policy

Version 2.0, effective October 2026. This version adds the account debit, notice and closure process to the January 2025 policy. The current version is always at crazytel.com.au/legal/documents.