How are calls billed on the CareHub?

This article covers how calls on the CareHub are charged, so households know what to expect. The short answer: calls between the CareHub and registered Supporters are free, and calls to other numbers depend on the plan.

Calls to and from Supporters — free

Video and audio calls between the CareHub and registered Supporters using the Lumin Supporters App are free of charge. This is true regardless of plan, country, or how often calls are made. This applies to:

• Video calls (one-to-one and group)
• Audio-only calls to a Supporter
• Receiving incoming calls from a Supporter

Calls to other phone numbers — plan-dependent

For calls to phone numbers that aren't registered Supporters — a GP, a chemist, a friend who doesn't use Lumin — charging depends on the plan:

• Just Connect: Does not include outbound calls. Charges may apply per call.
• Ease of Mind: Includes unlimited calls to national numbers (Australian numbers for AU customers, NZ numbers for NZ customers). International calls and special numbers (premium services) may attract additional charges.
• Rest Assured: Same as Ease of Mind — includes unlimited national calls. Incoming calls to the CareHub's landline number are free for the CareHub user (the caller pays their normal charges).

What's not included

• Premium-rate numbers (e.g., 1900 numbers in Australia, 0900 in New Zealand) — these attract per-minute charges set by the service provider, not Lumin. These charges may appear on your Lumin bill or your linked carrier bill, depending on setup.
• International calls — outbound calls to overseas numbers attract international rates. Contact Lumin Support if you'd like to understand the rates for a specific country.
• Specific calling features (call diversion to a mobile, etc.) — these may have additional setup requirements.

Why are Supporter calls free

Calls to and from Supporters happen over the internet, using the Lumin platform, not the public phone network. There's no per-call cost to Lumin, so there's no charge to the household. This is one of the practical reasons families with overseas family members get a lot of value from Lumin — Skype-like calling without learning Skype.

How charges appear

If any call charges are due, they appear on your monthly Lumin statement, alongside the plan fee. The statement breaks down call charges by type and shows the calls counted. If you're seeing call charges you don't expect, contact Lumin Support and we can review the call log together.