Account and Billing

Billing Information

Viewing Your Accounts

You can access your account, view usage, view invoices and payments as well as download invoices through the VoIPex account system.

You can access the account system logon page by clicking on the Account Access menu on the Voipex home page, then selecting Billing Access, or directly by clicking the the following link

When you signed up you would have been provided with a username and password to login into the account system. If you have lost or username or password, or you did not receive your username and password you can contact support on 02 4957 8997

Billing Period

On the first day of each month, we will bill you in advance for the minimum monthly charge and in arrears for usage fees. Your first bill will include charges for part of the month from when you took up your plan until the end of that billing cycle, as well as the minimum monthly charge in advance for the next billing cycle.

Billing Options

On the first day of each month, or when an invoice is generated for a one off product or service, we will email an invoice to the email address you nominated as your preferred billing contact email address. Where an email address is not provided a printed copy of your invoice will be posted to the billing address you provided to us.

Payment Options

The payment options provided by Voipex are as follows:

  • Direct Debit
  • Credit Card (Visa and Mastercard only)
  • Payment on Invoice (Available after 6 months)
Terms and conditions

You can download a copy of the Terms and Conditions for your product or service from the VoIPex documentation section of this website found here: Documentation

Termination of Accounts and Services

All VoIPex services in which there is a contract have the following account and service termination requirements.

Any closures of accounts or services require 30 days written notification. This written notification can be in the form of an e-mail, fax or letter. All notification must include the customer number (as found on the invoices sent to you), customer contact details, details of the account and/or service to be closed and the date of the requested closure.

Where the requested closure date is less than 30 days from the date the notifcation of closure was received by VoIPex, and where the account and/or service is out of contract, the billing of the account and/or service will end 30 days from the date notification of closure was received by VoIPex.

The closure of any account and/or service before the contract end date requires that the contract be paid out in full, along with any early termination fees.

Contracts that were initially for a fixed term become monthly rolling contracts upon completion of the fixed term. Account closure notification periods for both fixed term and monthly rolling contracts are as written above.

Financial Hardship

The Telecommunications Consumer Protections Code C628:2019 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services due to a reasonable temporary or ongoing cause but where the customer expects to be able to do so over time if payment arrangements are changed.

Statement of intention:

We are here to help.

Voipex is committed to providing you with flexibility when it comes to paying your bills because we recognise that sometimes unforeseen events in your life may affect your ability to pay us for services you have used. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.

To be eligible for assistance you must be temporarily experiencing genuine financial hardship due to unforeseen circumstances. Customers who are only seeking to defer payment will not be eligible.

In order to assess applications for assistance we may require you to provide things like medical certificates, evidence of termination of employment or evidence of new employment and potential future income. We accept all supporting documentation by the following methods:

Postal Address
Voipex Accounts
5 Brunker Road
Broadmeadow NSW 2292


We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us.

Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.

If you are eligible, will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.

Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.

We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.

Some options available to you to reduce the financial burden and to keep you connected are:

  • Spend Controls where we limit or restrict service options that would normally add to the cost of your monthly bill. This may include restricting calls to destinations that are not included in your monthly bill.
  • Transferring your plan to a pre-paid plan with included usage and a hard cap.
  • Changing your plan to one with lower ongoing costs.

However, if you can no longer afford the services some options we provide are:

  • Suspending the service so that you no longer incur fees, however the service will not be usable until the suspension is lifted.
  • Waiving any early termination or contract cancellation fees.
  • Discounting or waiving any debts.

If you are facing financial difficulty, you may wish to consider obtaining advice from a community financial counsellor in your area.

You can talk to a phone financial counsellor from anywhere in Australia by ringing the National Debt Helpline on 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting

Information on the Complaints Handling Process:

You may wish to make a complaint and request a review if you are not satisfied with the outcome of your Financial Hardship application. Pursuant to the Australian Communications Media Authority (‘ACMA’) Complaints Standard, a complaint does not include an initial call to request information or support or to report a fault or service difficulty unless you advise us that you want that call treated as a complaint and does not include an issue that is the subject of legal action. You can also make a complaint in writing by email or post.

We are required to acknowledge all complaints within two working days, use our best efforts to resolve the complaint on first contact and otherwise resolve the complaint within 15 working days. As an additional safeguard to ensure that your complaint is properly handled, any complaints data that we receive will be provided to the ACMA to allow it to monitor our complaints-handling process in line with the ACMA Record-keeping Rules.

VoIPex make the following Spend Management Tools available to our customers within our online account system:

  • Online access to billed call records*
  • Online access to internet usage

* There may be a delay of up to 90 days for some calls to be billed and made available in the VoIPex online account system. This is due to the call record processing times of some 3rd party suppliers.

An Authorised Representative is someone who can act on your behalf when dealing with VoIPex staff.

When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you. This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative’s rights.

Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.

To add an Authorised Representative to your account you will need to download and complete the form found on our documentation page here: Documentation

Once completed send to VoIPex using one of the methods below.

Email to:

Post to: VoIPex Pty Limited, 5 Brunker Road, Broadmeadow NSW 2292

You can update your billing address details, or your payment details by using the link below.

Update your details