Frequently Asked Questions

Charges and billing

What are your call rates?
What happens if I run out of credit while in a call?
Will I be charged for incoming calls?
Do I need a credit card to use Freshtel?
Will I be on a contract?
How will I be billed?
How do I pay my bills?
Are there any hidden costs?
Is there a flagfall charge on calls through Freshtel?
How are Freshtel calls charged?
What plans are available?
Can I change my plan?
What if I want to cancel my plan?

What are your call rates?

Our list of call rates can be found here.

What happens if I run out of credit while in a call?

The call will disconnect. You’ll need to top-up your account before you can dial landline or mobile phones. Since monthly plans are invoiced monthly and don’t require any call credit to make calls, this can only happen to customers on our Fresh Air plan.

Will I be charged for incoming calls?

No. You will only be charged for outgoing calls to landlines or mobiles. Please note that call diversion to landline or mobile numbers will incur a charge.

Do I need a credit card to use Freshtel?

No. However, you will need a valid Mastercard or Visa card to sign up on one of our monthly plans. We have other forms of payment if you wish to top up your Fresh Air account.

Will I be on a contract?

No. Our Free plan has no monthly charges at all, and our monthly plans can be cancelled at the end of your current monthly billing period. There’s no exit fees of any kind, and no hidden costs.

How will I be billed?

If you’re on one of our monthly plans, your credit card will be automatically debited once per month for the monthly fees plus call costs.

How do I pay my bills?

Billing is automatic – your card will be automatically debited once per month. We’ll email you an invoice when this happens.

Are there any hidden costs?

No. There’s no signup costs, no exit costs, no hidden fees of any kind.

Is there a flagfall on your calls?

No. There’s no additional connection fee when you make a call through our service.

How are Freshtel calls charged?

Calls are charged for the first minute upon connection, thereafter per second.

What plans are available?

Information about our plans can be found here.

Can I change my plan?

Yes! You can upgrade your plan at any time by logging into your account on our website. If you wish to downgrade your plan, you will need to contact our friendly helpdesk staff. There are no contracts, and no fees involved in changing your plan.

What if I want to cancel my plan?

You will need to contact our friendly helpdesk staff on Freshtel *81118111 or landline 1300 373 748. You can also email us at info@freshtel.net