🔁 Inbound Number Portability (INP) – 1300, 1800 & 13 Numbers

What is Inbound Number Portability (INP)?

Inbound Number Portability (INP) allows your business to keep its existing inbound numbers — such as 1300, 1800, 13 or 1345 numbers — when moving those services to a new provider like Pickle.

This means your customers can continue calling the same number, even though the underlying network or service provider changes.

INP in Australia is governed by an industry code regulated by the Australian Communications and Media Authority (ACMA), ensuring fair, standardised porting between providers C657-2024.

Which numbers can be ported?

The following inbound numbers are eligible for INP:

• 1300 numbers

• 1800 (Freephone) numbers

• 13 / 1345 numbers

The number must be:

• Active

• Currently connected

• Authorised by the business that owns the number

What does porting include (and not include)?

Included

• The number itself

• Call routing to your new Pickle service once complete

Not included

• Call features from your previous provider (e.g. IVRs, hunt groups)

• Billing plans or pricing from your old provider

• Hardware supplied by your old provider

These are rebuilt on Pickle as part of onboarding.

How the INP process works (high level)

1. You authorise the port
   You provide written permission for Pickle to move the number.

2. Validation occurs
   The current provider checks:

   • The number is active

   • The account details match

   • The authorisation is valid (within 90 days)

3. Porting is scheduled
   Once accepted, the port progresses through the industry porting system.

4. Number moves to Pickle
   Calls begin routing to Pickle once the port completes.

All carriers involved must follow nationally defined timeframes and rules to minimise disruption C657-2024.

Typical porting timeframes

Port typeTypical timeframeSingle number (Simple port)~10 business daysMultiple numbers or complex services~20–25 business days

Timeframes depend on:

• Accuracy of information provided

• Responsiveness of the current provider

• Complexity of the existing setup

Will my service go down during the port?

In most cases, there is little to no downtime.

However, brief interruptions can occur:

• At the moment the port completes

• If incorrect information delays the process

• If the existing provider rejects the request and corrections are needed

Pickle monitors ports closely and will advise if any risk is identified.

Can a port be rejected?

Yes. Common reasons include:

• Incorrect account number or business name

• The number is disconnected or pending cancellation

• The authorisation has expired

• The number is already mid-port

If this happens, Pickle will explain what’s required to correct and resubmit.

What if a number is ported without authorisation?

Australian regulations allow for a port reversal if a number is moved without proper customer approval.

If you believe this has occurred:

• Contact Pickle as soon as possible

• We will work with the other provider to restore the number in line with industry rules C657-2024

Important things to know before porting

• Do not cancel your existing service before the port completes

• Porting moves the number, not the contract — cancellation fees may still apply with your old provider

• You must be authorised to act for the business that owns the number

Need help with an inbound number port?

If you’re planning to move a 1300, 1800 or 13 number to Pickle, or want to check eligibility, our team can guide you through the process and confirm next steps.