Terms of use

FirstLine answers your business phone calls you can't get to. You set your mobile to forward unanswered calls to your FirstLine number. Our receptionist answers those calls in a natural voice, takes down the caller's name, number, address and the job, and emails you the message.

The receptionist takes messages. It does not give quotes, agree to prices on your behalf, or handle emergencies unless you later switch that on. You remain responsible for the work you accept and the prices you charge.

You set up your receptionist yourself, in your browser, by entering your business details: your business name, your first name, your trade, your service area, your usual hours, your call-out fee if you have one, and when you usually call back. The details you enter are what the receptionist uses, so keep them current.

You can test the receptionist in your browser before you pay. A test call never counts as a real call and never uses your plan minutes.

Starter is A$49/month with 200 minutes. Busy is A$99/month with 500 minutes. Payment is monthly by card through Stripe's hosted checkout. We never see or store your card details. There are no trials, no lock-in contracts and no setup fees.

Minutes are talk time used by real calls in a calendar month. Test calls don't count. We email you at 80% of your allowance so a low balance is never a surprise. If you use every minute, new callers hear a short line asking them to try again later, and your messages and number are kept. Moving to the Busy plan restores answering straight away.

You can cancel any time from your account, in one step. You don't owe us anything for the rest of the month, and we don't give partial-month refunds for time already used.

After you cancel, we keep your number for 30 days in case you come back. Rejoining within 30 days restores the same number and your details. After 30 days the number is released and we can't get it back.

Callers who reach the receptionist are told who they've called and that their message will be passed on. Messages are written down as the caller describes the job. We can't promise a caller gives correct details, so check the message before you rely on it.

If a caller asks not to leave a message or asks to be removed from your records, email us and we'll remove it.

Please don't use FirstLine for anything unlawful, or to answer calls for a business other than the one in your details. We work to keep the service answering around the clock, but like any phone system it can have outages. If something breaks, we fix it and tell you plainly what happened.

To the extent allowed by Australian law, our liability to you is limited to the fees you paid us in the previous 12 months. Nothing in these terms limits rights you have under Australian Consumer Law.

We may update these terms as the service grows. If a change cuts back what you already pay for, we'll email you before it takes effect. The current terms always live on this page, with the date of the last change.

Last changed: 5 Oct 2026.