Twilio Setup and Compliance for Australia Users

Twilio is a service that provides digital phone numbers you can integrate with Referins. 

Depending on your subscription, this article may not apply to you. Please reach out to Support or your Referins Administrator if you have any questions. 

There are a few important steps to completing the Twilio setup process. Check out our “Complete Twilio Setup” article to set up your Twilio number and integrate it with Referins.

For Australian users, please see the below additional requirements to learn more about Twilio’s Guidelines for compliance with Australian regulations. 

Local Numbers:

Requirements for individuals requesting a local number:
You must provide your business name, and business address (the address must be within Australia)

Name: Must be the official name as seen in your document.
Address: Must be within the locality or region covered by the phone number's prefix; a PO Box is not acceptable where a local address is required.

NOTE: If the numbers are from a different charging district from the location where the number is being used, a) calls will be charged as if you were located within the charging district of the number, and b) you may not be able to port that number to another provider.

Requirements for businesses requesting a local number:
You must provide your business name, and business address (the address must be within Australia)

Name: Must be the official business name as seen in your country registration.
Address: Must be within Australia; a PO Box is not acceptable where a local address is required.

NOTE: If the numbers are from a different charging district from the location where the number is being used, a) calls will be charged as if you were located within the charging district of the number, and b) you may not be able to port that number to another provider.

Mobile Numbers:

Requirements for individuals requesting a mobile number:

You must provide your name and address (the address must be within Australia).
Name: Your name may be proven with a government-issued ID or passport.
Address: Your address may be proven with a government-issued ID that includes the address, a tax notice, a rent receipt, a title deed, or a utility bill.

Requirements for businesses requesting a mobile number:

You must provide your business name, business address (the address must be within Australia), and Business ID number.
Business Name and ID: The business name and Business ID number may be proven with a Commercial registry or equivalent.
Business Address: The business address may be proven with a commercial registry or equivalent showing address, utility bill, tax notice,  rent receipt, or title deed.

Toll-Free Numbers:

Requirements for individuals requesting a toll-free number:

You must provide your name and address (which is not limited to Australia). There is no specific documentation/verification required for these items.

Requirements for businesses requesting a toll-free number:

You must provide your business name and business address (which is not limited to Australia). There is no specific documentation/verification required for these items.

Troubleshooting Tips:

If you’re having difficulty with a regulatory bundle, follow these steps:

• Log in to your Twilio Dashboard
• Navigate to Sub-Accounts
• Click into the sub-account you received the regulatory bundle approval for.
• Phone Number > Manage > Buy a phone number.
• When you select a country, be sure to uncheck the fax capability.
• Select a number and then click to buy.
• In the popup that appears, click “Next” and fill out the details of the form.
• Once the purchase is complete, don’t configure anything further in Twilio.
• Navigate to your system’s account and go to Settings > Phone Numbers.
• Here you’ll see the number you just purchased pop up with a button that says “Add” right next to it.
• Click “Add” and configure the number as normal within your system.