Critical Information Summary

Hosted PBX: pay as you go

The IT Dept Pty Ltd, trading as Underlay Networks. ABN 12 665 405 505.

Service and monthly price

Service

One hosted PBX seat; calls and telephone numbers charged separately.

Monthly plan charge

$16.50 including GST ($15.00 excluding GST) per seat.

Maximum monthly charge

Not calculable: number rental and usage are additional. Any spend limit is agreed for your configuration.

Minimum term

Month-to-month. Billing is monthly in advance.

Cancellation

At the end of the paid billing month. No Underlay early termination fee. Separately disclosed third-party commitments may apply.

Setup

No Underlay setup fee. Any third-party installation, port-rejection or other agreed charge is disclosed before you order.

Minimum cost

One seat costs $16.50 including GST for one paid month. A configuration with one seat and one local number costs $22.00 including GST ($20.00 excluding GST) for that month, plus chargeable calls. Numbers may be shared across seats or channels as agreed in the Order; additional numbers, equipment and third-party charges are separate.

Included and excluded

One hosted PBX seat for one user on Underlay's hosted platform. Calls are billed separately at the rates below. Telephone numbers are charged separately. A compatible device or PBX, power and a suitable internet connection are required; internet access and handsets are not included. Handsets, if ordered, are sold outright at the agreed price.

The service is for ordinary business calling. Autodiallers, telemarketing, call-centre or other high-volume outbound calling, traffic pumping and artificially inflated traffic are excluded. Unlimited calls apply to one person's use of the seat, not a shared outbound calling operation. Read the Voice Schedule and Acceptable Use Policy.

Australian call charges

Timed calls are billed per second using the per-minute rates below. Calls to 13 and 1300 are billed per call. Rates including GST are shown first; invoice GST is rounded on the billed amount.

A 2-minute local or national call costs 13.2c including GST (12c excluding GST). A 2-minute Australian mobile call costs 39.6c including GST (36c excluding GST).

International and premium destinations start barred. Rates for any destinations you ask to enable must be quoted and agreed before they are enabled. International calls, 13/1300 calls and incoming calls to your 13/1300/1800 numbers are outside the unlimited seat allowance. Call diversion may incur the applicable outbound call charge.

Telephone numbers

One local number is $5.50 including GST ($5.00 excluding GST) per month, separate from the seat or channel. Other number rental and incoming 13/1300/1800 call rates are additional if ordered. A 13 number can also attract a government charge, disclosed before ordering.

Porting and usage management

A completed single-number port is free in or out. Block ports, rejected ports, complex-port reschedules and complex port-outs carry third-party charges disclosed before the request. Porting requires valid authority and accurate details and depends on carrier processing. Keep the existing service active until the transfer is complete; a port may affect other services on the losing account.

Services start with spend controls and international/premium barring. Keep credentials secure and tell us promptly about suspected fraud. Request current usage and any spend-control changes through support; do not assume billing records or alerts arrive in real time. A compromised account is investigated under the responsibility provisions in the Voice Schedule.

000 and service limitations

Calls to 000 are free and carried through our upstream carrier. Internet-based voice needs power, a working internet connection and compatible equipment. It can fail during an outage; keep an alternative working phone. Incoming-call diversion does not restore outbound emergency calling.

Keep the registered service address accurate for IPND and emergency services. A softphone, app or handset moved to another site may present the registered address rather than the caller's current location. Tell the emergency operator where you are. 112 is the mobile emergency number; 106 is a text emergency service requiring TTY or compatible equipment, not an ordinary voice call. Tell us any accessibility or specialised equipment needs before ordering.

Support and complaints

Underlay supports your authorised business contacts directly. Email hello@underlay.au or call 02 4398 7080. Ordinary support is 9am–5pm Sydney time, Monday–Friday, excluding NSW public holidays. Emergency Underlay network faults can be reported by phone at any hour. An individual service fault follows the support policy; no fixed restoration guarantee is included in this plan.

For a complaint, use the same contacts or write to Complaints, Underlay Networks, 40 Woolana Ave, Budgewoi NSW 2262. Our Complaints Policy explains deadlines and escalation. The TIO, 1800 062 058, can assess eligibility for free, independent assistance.

Your agreement and help paying

Read this summary with your Order, the Business Terms and Service Schedules. Your Order records the exact service, configuration, total charges and any additional commitments. Statutory consumer rights remain available; a service boundary or absence of a credit table does not remove them.

Free payment assistance is available for eligible customers in financial difficulty. Our Customer Safety Statement explains safe contact and support for people affected by domestic, family or sexual violence. Personal information is handled under our Privacy Policy.

The IT Dept Pty Ltd, trading as Underlay Networks · ABN 12 665 405 505
Updated 1 October 2026 · Version 2026-10-01.1