VoIP & local number portability | ACMA

VoIP & local number portability

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Customers have a right to move their number between service providers and industry safeguards are in place to ensure this can happen.

The obligations and rules governing local number portability (LNP) are set out in Chapter 10 of the Telecommunications Numbering Plan 2015 (Numbering Plan).

This Numbering Plan sets out specific obligations for all CSPs and carriers regarding number portability.

Key points of the Numbering Plan

  • Portability obligations apply to the CSP that issues numbers to its end customers, and to the chain of any upstream CSPs/carriers involved in providing an end customer with the carriage service for a number associated with a local service.
  • In a chain of CSPs, the household or business customer of the last CSP in the chain (to whom the number has been issued by that CSP) has the rights of use for the number and can port the number.
  • LNP provisions are dependent on the customer being able to find a gaining provider that is willing to accept the customer and engage in the porting process.
  • CSPs cannot contract out of their statutory obligations. Contractual arrangements with other CSPs and carriers should not be used as the sole basis for refusing to port a number that can otherwise be ported.
  • Where single numbers from a group of contiguous numbers are issued to a number of end customers, the C540:2013 Local Number Portability Industry Code (the LNP Code) does not prohibit the porting of an individual number from the number group.
  • The LNP Code provides guidance on the selection of the process to be used when porting numbers, including the Category A to D processes.
  • The Category C process for porting, which requires project management, is typically used to port complex telephone services. However, it is also available as a default process when the other processes are not available.
  • Enquiries can be made with ACMA staff as to whether it is appropriate to apply the Category C process when the other processes, such as Category A, are not available in a particular situation.


A carrier or CSP must comply with the Numbering Plan, including the portability requirements.

A failure to comply (such as a refusal to port a number) may lead to proceedings under Part 31 of the Act.

More information

Contact us

Industry Services and Numbering Section
numbering@acma.gov.au or (03) 9963 6800

Last updated: 31 July 2017