Mobile Number Porting Process

Before Submitting your Mobile Port:

In preparation for your Mobile Port, there are a number of steps we recommend you take before submitting the application to our team to ensure your port is submitted correctly, and the risk of rejection is minimised as much as possible:

1. If unsure, double check with current provider whether the mobile number is on a POSTPAID or PREPAID call plan. If you advise that it is PREPAID in the application but it is actually POSTPAID, the port will be rejected and incur rejection charges.
2. IF POSTPAID - Ensure your invoice is less than 3 months old and contains your account name, account number, and the number that is being ported to our system. This is important as we are legally obligated to verify proof of ownership.
3. IF PREPAID - Ensure you can provide a recent top-up invoice, and attach something that can be used as proof of ownership (a screenshot of your current provider’s customer portal showing the number, for example).
4. Contact your current provider to ensure all the account details listed on the invoice are correct, as any incorrect account information will cause a rejection for account mismatch and incur rejection charges.
5. Confirm the number is still connected and active in your current provider system, and does not have any pending disconnections attached. If the number is disconnected or has a pending disconnection, it will be rejected and incur rejection charges.
6. Confirm you can make and receive SMS messages to ensure the PPV can be received and responded to.
7. Ensure all the information listed on the application match the correct account details as listed on the invoice, or advised by the Current Provider, and the correct areas are filled out.

Once you are ready to submit your Mobile Porting Application, please make sure you will be available to respond to the Pre-Port Identity Verification (PPV) SMS. Once our team has confirmed your Port has been submitted Upstream, the SMS should take no longer than an hour to be sent, though delays may occur.

 

Mobile Porting Process

Once your Porting Application has been submitted to us, our LNP team will go over your application and verify whether or not the details listed match the account information on the most recent invoice (less than 3 months old) attached on submission. If everything is correct, your port will be submitted Upstream so it can be actioned by the Carriers.

After Upstream have received and processed the Porting Application, they will send an SMS to the Mobile Number being ported, which is required for Pre-Port Identity Verification (PPV). This SMS will contain a unique code and must be responded to within 30 minutes of the SMS being received. If the PPV check is successful, your port will then be submitted to the Losing Carrier.

If the SMS is not responded to within 30 minutes, PPV will expire and our team will receive notice that it failed. If this occurs, you have one of two options to proceed with your Mobile Port:

1. If you missed the SMS, you can request our team resubmit the port when you are ready via the porting comments. Note: we are only allowed THREE PPV failures in total. If PPV fails a total of three times, your port will be invalidated, and a new port will need to be submitted, incurring new porting fees.
2. You can request we bypass the SMS Validation step. If this is requested, you will be asked to provide an explanation for us to pass onto our Upstream partner to see if bypassing is permitted. Once approved, we will require some documentation to be submitted to verify your identity and prove you own the number (please see Bypassing the SMS PPV Check). Once verified by our Upstream partner, the port can be submitted.

If PPV is successful, the port is then submitted to the Losing Carrier to begin their validation checks. At this stage, the Losing Provider will check the number is in their system, is an active service, and the details listed on the Porting Application match the information in their system. If the Losing Provider’s validation check is unsuccessful, they will reject the port (please see Mobile Rejections (Number Porting Rejections) for more information). If the validation checks are successful, the Gaining and Losing Carrier will coordinate the cutover booking and port the number to our system.

Once we have received notification of cutover completion, our LNP team will make some test calls to ensure the number is routing to our system. If the number is successfully routing, we will update the port to notify you it has been completed. If there are any routing issues, you will be notified and the issue will be escalated Upstream to ensure it is resolved as soon as possible. Once resolved, the port will be updated to reflect its completion.

 

Bypassing the SMS PPV Check

If you can provide an explanation as to why you may not be able to receive and respond to the SMS verification check, we may be able to bypass the SMS PPV check. Once the explanation is provided to our LNP team, they will pass it on to the upstream partner and ask if the SMS PPV check can be bypassed. If approved, you will be asked to provide Documentation to prove your identity and proof of ownership of the mobile number to be ported. Once verified, the port can be submitted.

As per the Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020, you will be required to provide either 2 x CATEGORY A Documents, or 1 x CATEGORY A and 2 x CATEGORY B Documents to bypass the SMS PPV (Section 8, 3a). The acceptable documents are listed below, as per Schedule 1 of the legislation:

 

CATEGORY A Documents

1. Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency.
2. Australian Passport with an expiry date in the future or no more than 2 years in the past.
3. A birth certificate issues by an Australian State or Territory government.
4. A foreign military ID card.
5. A current foreign passport issues by a foreign government which contains a valid entry stamp or visa issued by the Australian government.
6. Australian citizenship certificate issued by the Commonwealth government.
7. Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time).
8. Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time).
9. Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time).
10. Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s photo.
11. Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s photo.
12. Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s photo.
13. Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s photo.
14. Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time).
15. Defence Force identity card issued by the Australian Defence Force and which includes the customer’s photo.
16. Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s photo.
17. Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s photo.
18. A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s photo (e.g. trade licences, real estate agents, security agents etc.).
19. Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s photo.
20. Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s photo.
21. Australia Post Key Pass issued by Australia Post and which includes the customer’s photo.
22. Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s photo.

 

CATEGORY B Documents

1. Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable.
2. Medicare Card.
3. Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.
4. Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.
5. Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation.
6. Concession and health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards.
7. Veterans affairs card issued by the Department of Veterans’ Affairs.
8. Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.
9. Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.
10. Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.
11. Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over.
12. A utility account showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.