Businesses across Australia use 1300 and 1800 numbers to provide a professional national contact point for customers.
Both number types allow calls to be routed to your office, mobile phones, or cloud phone systems — but they differ in how call costs are shared and when each option makes the most sense.
If you're deciding between a 1300 number and an 1800 number, this guide explains the key differences so you can choose the right option for your business.
What Is the Difference Between 1300 and 1800 Numbers?
The main difference between 1300 and 1800 numbers is how call costs are handled.
• 1300 numbers share the call cost between the caller and the business.
• 1800 numbers are free for most callers, with the business paying the inbound call charges.
Both number types allow businesses to route calls to offices, mobile phones, or cloud phone systems and are commonly used as national contact numbers in Australia.
Why Businesses Use Inbound Numbers
Inbound numbers are non-geographic business phone numbers that allow customers to contact your business from anywhere in Australia.
Unlike traditional landline numbers, inbound numbers are not tied to a specific location. Calls can be routed to:
- office landlines
- mobile phones
- cloud phone systems
- multiple teams or locations
This flexibility allows businesses to manage calls professionally while maintaining a single national number.
Businesses commonly use inbound numbers to:
- create a professional national presence
- improve customer accessibility
- route calls to the right team or department
- support marketing campaigns
- track call volumes and performance
Learn more in our guide:
👉 /hc/help-centre/en/articles/choosing-between-13-1300-1800
What Is a 1300 Number?
A 1300 number is a national business number where the cost of the call is shared between the caller and the business.
Key characteristics of 1300 numbers:
- widely used by Australian businesses
- callers usually pay a local call rate from landlines
- mobile callers may pay standard mobile call charges
- businesses pay part of the inbound call cost
Because 1300 numbers balance cost between the caller and the business, they are often the most cost-effective inbound number option for many organisations.
Explore available numbers:
👉 /business-phone-numbers/1300-numbers
What Is an 1800 Number?
An 1800 number is a toll-free business number designed to remove cost barriers for callers.
Key characteristics of 1800 numbers:
- free for most landline callers
- businesses pay the inbound call charges
- commonly used for customer service lines
- encourages higher customer engagement
1800 numbers are often used by organisations that want to make contacting their business as easy as possible.
View available numbers:
👉 /business-phone-numbers/1800-numbers
Key Differences Between 1300 and 1800 Numbers
| Feature | 1300 Number | 1800 Number |
|---|---|---|
| Caller cost | Caller usually pays local call rate | Free for most landline callers |
| Business call cost | Shared between caller and business | Business pays full call cost |
| Typical use | Sales and enquiries | Customer support |
| Customer perception | Standard business number | Premium toll-free service |
| Call routing | Flexible inbound routing | Flexible inbound routing |
Both number types support advanced call routing and analytics.
When to Use a 1300 Number
A 1300 number is ideal when your business wants:
- a professional national contact number
- balanced call costs between caller and business
- a cost-effective inbound phone solution
- a number suitable for advertising and enquiries
Industries commonly using 1300 numbers include:
- trades and services
- real estate agencies
- retail businesses
- national franchises
Because of their flexibility and cost balance, 1300 numbers are the most commonly used inbound number type in Australia.
When to Use an 1800 Number
An 1800 number may be the better choice if:
- you want customers to call your business for free
- customer service is a key part of your operations
- you want to maximise response rates for marketing campaigns
- you want to remove cost barriers for callers
Industries that often use 1800 numbers include:
- customer support centres
- healthcare providers
- government services
- national booking lines
While businesses pay the inbound call charges, many organisations choose 1800 numbers because they encourage higher call engagement.
Cost Considerations
Inbound numbers generally include two types of charges.
Monthly Service Fee
A fixed monthly charge for hosting the inbound number.
Call Usage Charges
Charges based on:
- caller network (mobile or landline)
- call duration
- number type (1300 or 1800)
Because 1800 numbers remove the cost for callers, the business typically pays higher inbound usage charges compared with 1300 numbers.
How Call Routing Works
One of the biggest advantages of inbound numbers is flexible call routing.
When someone calls your 1300 or 1800 number, routing rules determine where the call goes.
Calls can be routed based on:
- business hours
- caller location
- department selection (IVR)
- overflow when lines are busy
Calls can be delivered to:
- desk phones
- mobile phones
- call centres
- cloud phone systems
Businesses often combine inbound numbers with virtual phone systems to manage calls more efficiently.
Learn more:
Choosing the Right Number for Your Business
Both 1300 and 1800 numbers offer national reach, flexible routing and professional call management.
Choose a 1300 number if you want:
- a cost-effective national number
- balanced caller and business costs
- a number for sales and enquiries
Choose an 1800 number if you want:
- callers to contact you for free
- a premium customer support line
- higher engagement from customers
If you're unsure which option is best, Pickle can help you choose the right inbound number for your business.
Get a 1300 or 1800 Number for Your Business
Pickle provides Australian businesses with professional inbound numbers and flexible call routing.
You can:
- choose a new 1300 or 1800 number
- port your existing number
- route calls to mobiles, offices or PBX systems
Explore available numbers:
👉 /business-phone-numbers/1300-numbers
👉 /business-phone-numbers/1800-numbers
Frequently Asked Questions About 1300 and 1800 Numbers
Are 1300 numbers free to call?
No. Calls to 1300 numbers are not free. Landline callers usually pay the cost of a local call, while mobile callers may be charged according to their mobile plan.
Are 1800 numbers free to call?
1800 numbers are free for most landline callers. Mobile callers may still be charged depending on their provider and plan.
Do businesses pay for inbound calls?
Yes. Businesses typically pay a portion of inbound call costs. With 1300 numbers the cost is shared between the caller and the business, while with 1800 numbers the business pays the full inbound call charge.
Can I keep my 1300 or 1800 number if I change providers?
Yes. In Australia, inbound numbers can usually be ported between providers, allowing you to keep the same number when switching services.
Related Articles
If you're researching inbound numbers, these guides may also help:
• How inbound call routing works