Australia's Know Your Customer (KYC) rules require every Australian local number to have an approved Regulatory Bundle — a set of address and identity documents proving your business is a legitimate user of that number. This is done in two parts: an Address Bundle, then a Regulatory Bundle. Both need to be completed before you purchase an Australian number.
⚠️ If you already have an Australian local number without an approved bundle linked, it has stopped sending and receiving calls and messages, with no grace period. If that applies to you, treat this as urgent — completing the steps below is what restores service.
Step 1: Check whether you need to do this
– Buying a new Australian number? You'll need to complete both bundles first — you won't be able to purchase until they're approved.
– Already have an Australian number? Go to Settings → Phone System → Phone Numbers and look for a Bundle Required tag under the number.
If you don't see that tag on any of your existing numbers, you're already compliant.
Step 2: Understand the two bundles
From Settings → Phone System, click the Regulatory Bundles tab (alongside Phone Numbers, Messaging, Voice, Trust Center, and Additional Settings), then click Create. You'll be asked to choose a bundle type:
– Address Bundle — links your registered business address to your phone numbers for local verification. Complete this one first.
– Regulatory Bundle — submits your compliance documents, including identity verification. Complete this second.
Both need to be approved before an Australian local number can be activated.
Step 3: Gather your documents
Have these ready before you start — submissions are digitally verified, and incomplete bundles get rejected, meaning you'll need to redo the process:
– Registered business name
– Registered Australian business address (no PO Box)
– Business registration document (ASIC extract, ABN registration, or equivalent)
– Proof of your physical Australian street address (utility bill or lease agreement in the business name)
– A public-facing website or verified social media account for the business
– The authorised representative's government-issued photo ID
– Proof that the authorised representative can act for the business (board resolution, letter of authorisation, or director listing on the ASIC extract)
💡 Save all documents as PDF, JPG, or PNG under 5MB each, with sharp text and the whole document visible in frame. Cropped or blurry uploads are the most common reason bundles get rejected.
⚠️ [To confirm: which of the documents above apply to the Address Bundle vs. the Regulatory Bundle — the list above hasn't been split between the two steps yet.]
Step 4: Create your Address Bundle
In the Select the type of bundle window, choose Address Bundle and click Next.
[Steps for this section to be confirmed — need a screenshot of the Address Bundle form itself.]
Step 5: Create your Regulatory Bundle
Once your Address Bundle is approved, return to Regulatory Bundles → Create, and this time choose Regulatory Bundle.
[Steps for this section to be confirmed — need a screenshot of the Regulatory Bundle form itself.]
Step 6: Submit for review
Review the summary screen carefully — every field and every document.
Click Submit for review. Your bundle status will change to In review.
Review typically takes 1–3 business days. You'll get an in-app notification and an email once your bundle is Approved or Rejected — no need to keep the page open while you wait.
⚠️ If your bundle is rejected, the message will tell you exactly which field or document needs fixing. Update it and resubmit — your bundle keeps the same record, so you're not starting from scratch.
Step 7: Purchase your number or link an existing one
With both bundles approved, you can go ahead and purchase your Australian number — see our guide on buying a phone number. If you have an existing Australian number still showing Bundle Required, go to Phone Numbers, click the ⋯ menu next to it, and select the option to link your approved bundle.
[To confirm: once both bundles are approved, is a new number purchase linked automatically, or does it still need to be linked manually afterwards?]
Step 8: Confirm you're compliant
Your Australian number should show a green KYC Linked tag (or similar) once everything is in place. If it still shows Bundle Required, refresh the page — if that doesn't resolve it, double-check both bundles show as Approved.
Frequently asked questions
Q: My bundle was rejected. What now?
Open the rejected bundle to see the reviewer's note. Common causes are blurry scans, mismatched names or addresses across documents, an expired ID, or a business name that doesn't match your ASIC record. Fix the flagged item and resubmit.
Q: I also have Australian mobile or toll-free numbers. Does this apply to them?
Mobile and toll-free numbers need bundles too, with a slightly different set of fields. This guide currently covers local numbers only.
Q: What if a number still isn't linked?
Any Australian local number without approved bundles will remain unable to send or receive calls and messages. There's no partial functionality — completing both bundles is the only way to restore or unlock it.
Q: I'm managing this for a client. Where do I create the bundles?
Create them inside the client's own location, using the client's identity and business details — bundles are location-specific and can't be shared or transferred between accounts.
Once both bundles are approved, your Australian numbers are ready to go and will keep working without interruption.
If you get stuck at any point, reach out via live chat or submit a support request and we will guide you through.