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Inbound call charges depend on the type of number, who is calling, and how long the call lasts.
This article explains how inbound call billing works so you can better understand your invoices and usage reports.
The Two Parts of Inbound Billing
Inbound billing is made up of two components:
Monthly service charges
Usage (call) charges
Both appear on your invoice, but they are calculated differently.
Monthly Service Charges
Monthly service charges are fixed costs for keeping your inbound number active.
These typically include:
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The inbound number itself (13, 1300 or 1800)
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Any enhanced routing features (such as time-based or geographic routing)
These charges apply regardless of call volume.
Usage (Call) Charges
Usage charges are based on actual inbound calls received.
They vary depending on:
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The number type (13, 1300 or 1800)
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The caller’s network (fixed, mobile, international)
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Call duration
Usage charges are billed in arrears, meaning you are charged after the calls occur.
How Charges Differ by Number Type
13 and 1300 numbers
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Callers usually pay the cost of a local call from a landline
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Mobile callers may be charged by their provider
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The business may still incur usage charges depending on call type and duration
These numbers share the call cost between the caller and the business.
1800 numbers
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Calls are free for most landline callers
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Mobile callers may still be charged by their provider
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The business pays the inbound call usage costs
1800 numbers remove cost barriers for callers but generally result in higher business usage charges.
Mobile and International Calls
Calls made from:
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Mobile phones
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Overseas networks
May incur higher usage charges due to carrier costs. These calls are itemised in inbound usage reports.
How Call Duration Affects Charges
Inbound usage charges are typically calculated:
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Per second or per minute
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Based on total connected call time
Longer calls result in higher usage charges.
Short or unanswered calls may not incur usage charges, depending on call outcome.
Where to See Your Charges
You can view inbound charges in two places:
Your invoice
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Shows monthly service charges
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Shows total inbound usage charges for the billing period
Inbound call reports
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Show call volumes and durations
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Support the usage totals shown on your invoice
Reports help explain why usage charges change month to month.
Why Inbound Charges Can Vary
Inbound charges may change due to:
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Seasonal call volume changes
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Marketing campaigns
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More mobile or international callers
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Longer average call durations
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Changes to routing or operating hours
When to Contact Pickle
Contact Pickle if you:
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Don’t understand a usage charge
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See an unexpected increase in inbound costs
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Are planning a high-volume campaign or event
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Want help optimising routing to manage costs
We can review your inbound usage and recommend practical changes where appropriate.