If your number gets disconnected, your telco must put it in quarantine for 6 months. This period is 12 months if your number was disconnected due to nuisance calls or unwelcome and life-threatening calls.
This means the number is generally not available to be issued during the quarantine period.
When the quarantine period is finished, your telco must give the number back to the 'donor' telco. This is the telco that was first allocated the number by the ACMA. It can then be issued to another customer.
How to reclaim your number from quarantine
If your number is in quarantine and you want it back, ask your previous telco if it can recover the number.
A telco may remove a number from quarantine and reissue the number if you:
- are the former customer
- are a member of the family of a former customer
- have taken over the business that used the number.
A telco does not have to reissue your number unless it was disconnected incorrectly or without your permission. If this is the case, it must reissue the number to you within one business day.
How to connect a number that’s not in quarantine
After the quarantine period, the number is given back to the telco that was first allocated the number. You can search the number in our numbering system to see the telco.
If you want a previous number back after the quarantine period (and it hasn’t been reissued to another customer), you can ask the telco if they can reissue the number to you. However, it does not have to do this.
Problems with reclaiming your number
If you have a problem with reclaiming your number, complain to the telco first.
If you cannot resolve your issue, contact the Telecommunications Industry Ombudsman.