How to Create and Link a Regulatory Bundle for Australian Local Phone Numbers
Overview
To comply with updated Australian regulations, all Australian local phone numbers in your CRM must be linked to an approved Regulatory Compliance (RC) Bundle. This bundle is a one-time submission of identity and business documents that verifies your legitimate use of an Australian local number. You only need one approved bundle per sub-account, which can then be linked to all Australian local numbers within it.
All existing Australian local numbers must be linked to an approved bundle by July 1, 2026. Numbers not linked by this date will lose all calling and messaging functionality, with no grace period.
Steps to Achieve Compliance
1. Check Your Numbers
Navigate to Settings → Phone System → Phone Numbers in your sub-account. An orange "Action required" banner at the top of this page will indicate if you have numbers needing a bundle. In the list, any Australian local number requiring action will display a Bundle required tag. If you see no banner or tags, your numbers are already compliant.
2. Prepare Your Documents
You must create a Business bundle. Gather the following documents for the business associated with the sub-account:
- Registered business name
- Registered Australian business street address (PO Boxes are not accepted)
- Official business registration document (e.g., ASIC extract, ABN registration)
- Proof of the business's physical Australian address (e.g., utility bill, lease agreement in the business name)
- A public-facing website or verified social media account for the business
- Government-issued photo ID for an authorized representative
- Proof the representative is authorized to act for the business (e.g., board resolution, letter of authorization, director listing on ASIC extract)
Tip: Save documents as PDF, JPG, or PNG files under 5MB each. Ensure all text is clear and the entire document is visible; blurry or cropped scans are a common reason for rejection.
3. Create the Bundle
Go to Settings → Phone System → Regulatory Bundles. Click Create Bundle. Select Australia as the Country and Local as the Number type. Choose Business as the Bundle type. Fill in all required fields, ensuring the information matches your supporting documents exactly. Upload the prepared documents when prompted. You can click Save as draft at any point to complete the process later.
4. Submit for Review
Review all entered information and uploaded documents on the summary screen. Click Submit for review. The bundle status will change to In review. Reviews typically take 1-3 business days. You will receive an in-app notification and email with the result. If rejected, the notification will specify what needs correction. You can edit the existing bundle record and resubmit; you do not need to start over.
5. Link the Approved Bundle to Numbers
Once the bundle status is Approved, return to Settings → Phone System → Phone Numbers. Find an Australian local number with the Bundle required tag. Click the ⋯ menu for that number and select Select AU Regulatory Bundle to Link. Choose your approved bundle from the list. Repeat this process for every Australian local number in the sub-account. One approved bundle can be linked to all eligible numbers.
6. Confirm Compliance
After linking, the orange "Action required" banner on the Phone Numbers page should disappear. Each Australian local number should now show a green KYC Linked tag instead of the Bundle required tag. If the banner persists, refresh the page or check if you have additional unlinked numbers.
Troubleshooting and FAQs
My bundle was rejected. What do I do?
Open the rejected bundle to view the reviewer's note. Common issues include blurry documents, mismatched names or addresses across documents, expired ID, or a business name not matching the official record. Correct the flagged issue and click Resubmit.
Do I need a bundle for Australian mobile or toll-free numbers?
Yes, mobile and toll-free numbers also require bundles, though the required fields are slightly different. The current banner only flags local numbers. Separate guidance for mobile and toll-free numbers will be provided before the same July 1, 2026 deadline.
What if I miss the July 1, 2026 deadline?
Any Australian local number without an approved bundle linked by this date will cease all calling and messaging functions. There is no grace period.
Can I create a bundle in advance?
Yes. You can create and submit a bundle for review at any time, even before your numbers show the warning banner. It is recommended to do this early to avoid last-minute issues.
Where should an agency create the bundle?
Agencies must create the bundle within their client's sub-account, using the client's business details and documents. Do not use the agency's own details.