Your VOXY 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!
Customer Billing Portal
At VOXY, backed by Vocal Telecom, we are committed to making billing accurate, transparent, and easy to manage. We continue to improve how billing information is presented, giving customers clearer account visibility and practical tools to better manage their services, spending, and overall account experience.
Billing & Payment Options
Choose the payment method that works best for you. We offer secure online payment options, bank payment methods, and additional supported ways to pay. If you need help managing a payment, please contact us as early as possible so we can discuss suitable support options.
Pay your account securely through the VOXY website using our trusted online payment platform powered by Fat Zebra. This is a fast and convenient way to manage your payment online.
For assistance, call 1300 008699 or email support@voxy.com.au
Prefer paying through your bank? You can pay by BPAY or direct bank transfer using the payment details provided on your invoice. For BPAY payments, use the Biller Code and Customer Reference Number shown on your bill.
For assistance, call 1300 008699 or email support@voxy.com.au
Pay your account by Direct Debit from your Australian bank account or credit card for a convenient way to stay on top of recurring payments.
To get started, please call 1300 008699 or email support@voxy.com.au to request a Direct Debit Request form. Once your completed form is returned, we can assist with finalising the setup.
In addition to standard payment methods, we offer PayPal, Square, and assisted phone payments where available. This gives customers added flexibility when choosing how to pay their account.
For assistance, call 1300 008699 or email support@voxy.com.au
If you’re experiencing difficulty paying your bill on time, please contact us before the due date. We may be able to work with you on a suitable payment arrangement or discuss other available support options.
For support, call 1300 008699 or email support@voxy.com.au
Understanding Your VOXY Bill
At VOXY, supported by Vocal Telecom, we aim to make billing easier to understand by presenting charges clearly and transparently across your services and account activity. View or download the sample bill to see what to expect from your first bill and your regular monthly statements.
Choose How You Receive Your Bill
We offer a range of billing delivery options, so you can choose how you’d prefer to receive your monthly bill. Whatever your preferred method, all bills are fully itemised to help you better manage your usage and costs
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 VOXY on 1300 00 8699
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 VOXY Customer Portal.
A monthly fee of $7.50 inclusive of GST applies for the printing and posting of bills.
For secure 24x7x365 access to your billing information, 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 support@voxy.biz to set-up your secure login details to access the Self-help portal today.
Bill Customisation & Reporting
If you’re managing a business or want greater control over your services and costs, our free productivity tools can help.
Unlike many providers, we can work with you to customise the layout and information shown on your monthly bill, with reporting features tailored to your needs.
Your 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 VOXY on 1300 00 8699 for more information about our complimentary bill customisation service.
Your 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 VOXY on 1300 00 8699 for more information about our complimentary bill reporting service.
Managing Your Data Usage
We offer a range of spend management tools to help you stay in control of your usage, spend, and service activity. Below are some useful options designed to help you better manage your data usage and costs.
We produce our bills according to a monthly billing cycle which is influenced by a number of factors including the provision of call data supplied by Carrier networks.
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, our 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 support@voxy.com.au to set-up your secure login details to access the Self-help portal today.
We will alert all customers via an SMS, email or telephone calls when it is known that they have reached 50%, 85% and 100% of their monthly included value for each specific service.
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.
We do 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
Your usage allowance is the total amount of data you can transfer over the internet before additional charges may apply. This includes both downloads (data transferred to your device) and uploads (data transferred from your device).
Estimating how much data you are likely to use each month can help you choose the right plan for your needs. Be sure to consider both uploads and downloads, as your total data usage is calculated using both.
Some mobile activities use only small amounts of data, while others can consume large amounts in a short period.
Low data use:
• Email without attachments
• Basic web browsing
• Maps and navigation
Moderate data use:
• Social media scrolling
• Music streaming
• Email with attachments
High data use:
• HD video streaming
• App downloads
• Software updates
• Cloud syncing
Very high data use:
• Video calls
• Group video calls
• Uploading videos
• Cloud backups over mobile data
If you regularly stream video, join video calls, upload files or use cloud backups away from Wi-Fi, you may need a higher data allowance.
Downloads can use more data than expected, especially when streaming video or music, browsing media-rich websites, using maps, viewing social media content or downloading apps. Download activity will usually count towards your monthly included data allowance. Depending on your plan, exceeding your allowance may result in slower speeds, extra data charges, automatic data top-ups or other usage controls.
Actual usage may vary depending on your device, app settings, content quality and whether you are connected to Wi-Fi.
• 100 emails without attachments: around 3MB
• Browsing 100 web pages: around 25MB
• 15 minutes on social media: around 10MB
• 10 minutes using maps or navigation: around 8MB
• Streaming music: around 30MB to 150MB per hour
• 30 minutes of HD video: around 150MB
• 1 hour of standard definition video streaming: around 700MB
• 1 hour of high definition video streaming: around 3GB
To help manage your usage, it is a good idea to monitor activities such as video streaming, social media, app downloads and media-rich browsing, as these can contribute significantly to your total monthly data use.
Uploads can use more data than expected, especially when sending media, backing up files or using video calls. Upload activity may be included in your monthly data allowance, and depending on your plan, exceeding your included allowance may result in reduced speeds, additional charges or other usage controls.
Actual usage will vary depending on file size, video quality, app settings and whether content is being uploaded in the background.
• Sending an email with a photo attachment: around 20MB
• Uploading photos to social media: varies depending on image size
• Uploading videos to social media or cloud storage: varies depending on file size and quality
• Cloud backup and syncing: can use large amounts of data depending on content
• Sending large files or documents: varies depending on file size
• One-to-one video calls: up to around 1.5GB per hour
• Group video calls: can use significantly more data depending on the platform and video quality
To help manage your usage, it is a good idea to review your plan details and monitor uploads such as cloud backup, media sharing and video calls, as these can contribute to your total monthly data use.
Mobile data is commonly measured in kilobytes (KB), megabytes (MB) and gigabytes (GB).
• 1MB = 1,024KB
• 1GB = 1,024MB
As a guide, activities such as email and browsing usually use less data, while streaming, video calls, app downloads and media uploads use much more.
All figures on this page are provided as a general guide only. Actual usage may vary depending on your device, app settings, content quality and background activity.
Information About Your Service
Access important information about your service, including key account details and helpful billing references that may also appear on the reverse side of your monthly bill.
This information is provided to help you better understand your service and manage your account with greater confidence.
Payments are due 14 days from invoice date. Please refer to our Standard Form of Agreement (SFOA) for a full list of our terms.
A late payment fee equal to the greater of either $10 for consumer accounts or 3% of the outstanding balance for business accounts, is charged each month until full payment is received by the due date.
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.
In consideration of RBA guidelines, Vocal levies a 2% surcharge which applies to payments using VISA or MasterCard. A $2.50 transaction fee applies to each Australia Post payment.
We do not accept payments by American Express or Diners Card.
A $7.50 bill print fee (inclusive of GST) is charged for each month we produce your bill.
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 must notify us in writing if you wish to cancel or disconnect your service, subject to the terms of your agreement.
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 00 8699 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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