AU VoIP – Billing

Billing Information

What are the *destinations included in the calling plans?
A. New Zealand Landline, Andorra, Argentina, Australia Landline, Austria, Bahrain, Bangladesh, Bangladesh Mobile, Belgium, Brazil, Brunei, Brunei Mobile, Canada, Chile, China, China Mobile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Guam, Hong Kong, Hong Kong Mobile, Hungary, Iceland, India, India Mobile, Ireland (Republic), Israel , Italy, Japan, South Korea, South Korea Mobile, Luxembourg, Malaysia, Mariana Island, Mariana Island Mobile, Netherlands, Norway, Panama, Poland, Portugal, Puerto Rico, Puerto Rico Mobile, Romania, Singapore, Singapore Mobile, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Taiwan, Thailand, Thailand Mobile, United Kingdom, USA, Vatican City, Venezuela, Virgin Islands (USA)
* Unless ‘Mobile’ is specified the destinations refer to a landline number in that country

How are calls charged?
A. Calls are charged per minute by country. Charging may differ for calls to mobiles and landlines. Rates are subject to change without notice. Please note that all outbound calls will be charged at the applicable NZ landline or mobile rate.
What is the cost of calling a Kiwi 028 number?
A. A Kiwi 028 number functions like a mobile phone number. It costs the same rate to call it no matter where you are in New Zealand. However, calling an 028 number from another Au VoIP phone will be free of charge – since all Au VoIP plans allow ‘Unlimited Au VoIP calling’. The cost of calling an 028 number from a non-Au VoIP phone will depend on your telephone operator – but the rate should be equivalent to another NZ mobile (or count towards your minute bundle if calling in from a mobile phone)
How do I cancel/remove a line or account?
A. If you wish to make changes to your services please log into Au VoIP live, select My Account and then Add Services.
How do I add Airtime to my account?
A. You can topup using either a credit card or direct credit. For more information on how to do this please see our Payment Options page.
How do I check my Airtime Balance?
A. You can check your airtime balance online by logging into Au VoIP live, selecting My Account and then Account Summary. You can also have your balance read to you before your call is connected. Configure your preferences in the Account Balances Notifications option under Au VoIP settings
Why would I need to purchase airtime?
A. You will need to purchase airtime if you intend to make calls to any destination not included in your plan. For example NZ mobiles are not included in the Au VoIP Unlimited plan, so it you want to set up Locate Me to ring your mobile number you will need to purchase airtime.
Where can I find my calling history?
A. Your call detail information can be found in the My Account section of Au VoIP live.
Is there a cancellation fee if I close my Au VoIP account?
A. There are no service terms for Au VoIP. You simply pay in advance on a month by month basis.
Is there an activation fee to sign up for Au VoIP?
A. No you don’t pay us to set up your account. You pay us for airtime and any monthly plan you subscribe to.
What is the Au VoIP cancellation policy?
1. Any service cancellations will take effect on your bill anniversary date
2. Any remaining account credits on that date will be lost if you cancel
What is my Bill Anniversary Date?
A. Your Bill Anniversary Date is the date you 1st signed up for Au VoIP. Your monthly bill cycle is based on this day. For example if you signed up on the 20 March then the 20th of each subsequent month will be your Bill Anniversary.

Q. Do Au VoIP create monthly invoices?
A. No – since all services are prepaid there is no need for a monthly invoice. To see a record of transactions for a bill period select the Account Summary option.