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Products & Services

Critical Information Summaries

Critical Information Summaries (CIS) give you a quick and simple overview of our current products, plans, and pricing.

Audio Only
Audio & Video
Express Connect Cloud PBX
Express Premium Business nbn™

Rates information

Our pricing is determined by the level of service you choose.

Conferencing Services

Dial-in rates

Audio Only
Audio & Video
Managed Conferencing Services

Dial-out rates


Audio & Video
Managed Conferencing Services

Express Connect Cloud PBX

Number Transfer Rates

Fact Sheets


Acceptable Use Policy

About this policy

(a) This is our Acceptable Use Policy. It applies to all Services we supply to all our customers (‘you’) and Users.

(b) We may amend this policy from time to time by putting a notice on our website and/or giving you notice by email.

(c) You must comply with this policy and you must ensure that all Users and each person who uses your or their Service agrees to comply with this policy.

(d) You are responsible for all use of the Service and for compliance with this policy whether or not you authorise the use.​

(e) We may, without liability, suspend or cancel the Service to you without notice if we reasonably consider you have breached or are likely to breach this policy. Similarly, we may, without liability, suspend or cancel the Service to a User, if we reasonably consider the User has breached or is likely to breach this policy. We may do this whether the breach or likely breach is intentional or authorised by you or the User, or not.

(f) In this policy, ‘User’ means a person who acquires a product or service that relies on the Service, who is the ultimate recipient or user of the Service (excepting you), to whom we supply the Service at your request, to whom you resupply the Service, or whom you authorise to use or distribute the Service.


(a) You must take reasonable steps to keep secure any equipment and infrastructure you use in connection with the Service to ensure that unauthorised access to the Service does not occur.

(b) You must keep your passwords and account details confidential, install and keep up to date antivirus and firewall software and keep your operating systems and software up to date.

(c) You must keep secure, and back up as appropriate, any data stored on the equipment you use in connection with the Service. We will not be liable for any misuse or loss or corruption of your or User data.

Unacceptable use – all services

You must not use or try to use any Service in any manner:

  • ​​for any illegal or fraudulent purpose;
  • to endanger a person or damage property;

  • to commit an offence;

  • to communicate, transmit or distribute any computer worms, trojans, viruses, or other similar programs;

  • to communicate, transmit or publish any harassing, abusive, menacing, defamatory or illegal material;

  • to send unsolicited electronic message(s) or do anything else in breach of the Spam Act 2003;

  • to reproduce, download, distribute, transmit, publish, store, copy or exploit any material in any way which infringes copyright, patent, trademark, design or other intellectual property rights;

  • to access, store, copy, distribute or publish any content in contravention of applicable law or regulation;

  • to provide or permit unrestricted access to content contrary to relevant classification rules;

  • to hack or gain unauthorised access to or control of, or to conduct unauthorised monitoring of, any equipment, system, network, accounts or private or confidential information of others;

  • to do anything which might compromise the security or safety of, or which might damage, interrupt or interfere with the operation of the Service, or the networks used to supply the Service;

  • to violate a law or cause us to violate a law.

Unacceptable use – voice and fax services

If we are providing you with any of our products and services you must not undertake or try to undertake any of the following:

  • use of an autodialer or a system capable of auto-dialling;

  • continuous or extensive call forwarding;

  • use of virtual extensions for regular business use;

  • continuous connectivity for the purpose of making outbound calls;

  • making numerous short duration calls;

  • calling any person (through the use of distribution lists or otherwise) who has not given specific permission to be included in such a process;

  • unlawful or unauthorized telemarketing;

  • use for the purpose of supporting a call centre type of business;


(a) You must comply with our reasonable directions, those of our network suppliers and any government or regulatory body in relation to use of the Service. You must comply with any third party rules and pay for any third-party charges related to content or services you or Users access via the Service.

(b) You are responsible for all content you publish via the Service, and for all risks associated with your use of the Service, including risks associated with:
downloading, accessing, viewing, using, transmitting, publishing or communicating material; making purchases; and transmitting personal or confidential information.

(c) You must take appropriate steps to prevent minors from accessing or receiving any content that may be inappropriate for them.

(d) By using the Service to reproduce, publish, display, transmit or distribute content, you authorise us (or our agents) to reproduce, publish, display, transmit and distribute the content as necessary for us to supply the Service.

(e) We do not supervise, control or authorise your or Users’ access, use, receipt or transmission of material via the Service and we are not responsible for the content, nature or form of that material.

(f) We may, but are not obliged to, block access to, remove, or refuse to post any content that we consider is offensive, indecent, or otherwise inappropriate regardless of whether the content or its publication is unlawful.

(g) We do not supervise or control whether material sent or received via the Service is sent or received correctly or at all or if it is corrupted or intercepted.

(h) We will not be liable for any loss, cost, damage, expense or liability related to your or any User’s use of the Service.

Traffic management

We may, without liability, implement traffic management measures to ensure that the minority of heavy use customers do not affect the Service for the majority of customers on the network.

These measures include:

  • traffic managing download speeds for certain customers during peak periods to improve the service for other users;

  • limiting customers who have downloaded an excessive amount of data during a one hour period of the peak time frame to 256kbps on a one-off basis for the remainder of the peak period for that day or month depending on their plan;

  • managing the amount of bandwidth allocated to certain applications whose operation is not time-critical (such as Peer-to-Peer file sharing) during peak periods.

Complaints Handling Process

Access our Complaints Handling Process here.

To lodge a complaint complete and submit this form.

Phone Service Location Data - Express Connect

Express Connect phone services exist ‘in the cloud’ without the need for physical phone lines. This means that the service geo-location information will need to be manually updated when your business address changes.

Why is location information needed?

Phone service location information is used in two ways:

  • To assist emergency services to locate you, if you dial 000 from your phone service.

  • To market your business to customers in your local area.

Who uses this data?

When you update your phone service location information with Express Virtual Meetings we pass this data onto third-party organisations:

The IPND (Integrated Public Number Database) which is operated by the Australian Government, relied on by Emergency Services. We recommend that you keep your phone service location up-to-date so that you can be located in the event of an emergency.

How can I update this information?

Please contact Express Virtual Meetings Customer Support on 1300 742 024 – available 24/7 every-day-of-the-year.

We will update your phone service location information in our systems, which will automatically pass-through to IPND. Allow at least 2 weeks for updates to be reflected in third-party systems.

Emergency Calling Limitations

With VoIP services, calls to emergency services (triple ‘0’) may not work at all times – for example when the power is out or the internet is down. We recommend that you keep another form of telephone (landline or mobile) available for calling emergency services.

However, if there are no adverse circumstances, and you are able to call emergency services, the address registered with IPND is where help will be sent. Therefore it is very important to ensure the address information is updated.

Privacy Policy

This is our Privacy Policy which sets out how Express Virtual Meetings Pty Ltd manage personal information. This only applies to personal information that identifies you or could reasonably identify you. It does not apply to ‘de-identified’ or ‘anonymised’ information where the individual cannot be identified from the information.


We only collect personal information which is reasonably necessary for our functions or activities or which is directly related to them. Typically this information includes your name, date of birth, drivers licence number, passport number, address, contact details, account information, payment and financial information and your customer feedback.

Usually there is no need for us to know any of your sensitive information (such as about your race, politics, religious or philosophical beliefs, or health) and we would only collect it if you consent or if the collection is required or authorised by law or court order or in other limited circumstances which the law permits.

Our primary purpose for collecting and holding personal information from our customers is so we can supply our products and services to you, or other for purposes we disclose to you at the time we collect the information. Related purposes (‘secondary purposes’) include to assess your orders and perform credit checks, for billing, credit and account management, for product, process and system improvement and development, to obtain customer feedback and to inform you about our products and promotions, and to comply with our legal obligations.

Usually, we collect personal information about you directly from you or your authorised representative, for example when you order a product or service from us, submit a credit application, contact us with an inquiry or complaint, pay a bill or complete a customer survey. We may collect personal information from our related group companies, affiliates and channel partners. We may also collect personal information from someone else, for example, credit-related information from a third party agency.  We also collect some information when you use our websites (see the Marketing section below).

If we ask you to tell us personal information and you choose not to, we may not be able to provide our services to you or answer your inquiries.

Use and Disclosure

We only use or disclose personal information as set out in our Privacy Policy.

We use or disclose personal information for the primary purpose of supplying our products and services to you. We also use or disclose it for a secondary purpose as outlined above if you consent or you would reasonably expect us to use or disclose it for that purpose.

We may use or disclose personal information if required or authorised by law, if necessary in relation to a suspected unlawful activity or serious misconduct related to our functions or activities or if reasonably necessary for enforcement related activities of an enforcement body or assist in locating a missing person. For example, we may disclose personal information to law enforcement bodies and to others if required or authorised by a warrant or court order or other legal obligation. We must also disclose certain information to the Integrated Public Number Database (IPND) for emergency services and other lawful purposes.

We may use or disclose personal information if necessary to lessen or prevent a serious threat to life, health or safety and it is unreasonable or impracticable to obtain consent. We may use or disclose personal information if reasonably necessary to establish, exercise or defend a claim or for the purposes of confidential alternative dispute resolution.

We will also disclose personal information to the white pages and yellow pages agencies for directory listings if you request.

Typically we disclose personal information to Express Virtual Meetings related group companies. We may also disclose it to our third party service providers and suppliers if required for the purposes set out in this policy. For example, we may disclose personal information to other suppliers who help us deliver the services to you, to identity check, debt collection and credit reporting agencies, and to outsourced customer support providers.

Disclosing Data Overseas

Under our current operations, we may disclose personal information to overseas providers, to assist with supply of our products and services to you or for the secondary purposes described in this policy. Typically in these situations, the personal information remains stored on databases here in Australia and the overseas provider can only view limited information on screen.


We collect information about visitors to the Express Virtual Meetings websites and about how the websites are used. We use remarketing services to advertise online. Google and other third-party vendors show our ads on sites across the internet. They also use cookies to serve ads based on your past visits to Express Virtual Meetings’ websites. You can opt out of Google’s use of cookies by visiting Google Ads settings

We may also use or disclose your personal information for direct marketing. Typically our direct marketing is by email, telling you about our services and special offers. You can opt out of direct marketing by asking us – use the contact details in this policy or in the marketing email you receive from us.

Data Quality

We take reasonable steps to ensure that the personal information we collect is accurate, up to date and complete, and that the information we use or disclose (having regard to the purpose of the use or disclosure) is accurate, up to date, complete and relevant.

Data Security

We take reasonable steps to protect the personal information we hold from misuse, interference and loss and from unauthorised access, modification or disclosure.

We take reasonable steps to destroy or de-identify personal information if we no longer need the information for any permitted purpose or if we are not required by law to retain the information.

Access, Correction and Complaints

You can ask us to access personal information we hold about you, and you can ask us to correct it, by contacting us as detailed below. We aim to respond to your request within 30 days.

To lodge a complaint about a breach of the Australian Privacy Principles, contact us as detailed below.

How to Contact Us

To seek access or correction of personal information we hold about you, to lodge a complaint about a breach of our privacy obligations, or for further information about our Privacy Policy, contact our Customer Service team on:

Phone: 1300 742 024
Postal Address: 68 Playne Street, Frankston Victoria 3199, Australia.

Website Terms of Use

By accessing or using this website you agree to these terms of use, as varied from time to time by Express Virtual Meetings Pty Ltd (we, our, us).

We and our related companies own or license all of the copyright and other intellectual property rights in this website and its content. Our rights are protected by laws in Australia and internationally. You may print or save parts of this website for your personal use provided you include a notice on each copy to show it is our © copyright, and you don’t alter the content or the way any of it appears. You must not publish any part of this website in any kind of media, and must not copy or distribute any of it for any commercial purpose, without our prior written consent. Unauthorised copying, publication or distribution of part or all of the content of this website is prohibited.

The trademarks on our websites are protected by law. They include Express Virtual Meetings, the Express Virtual Meetings logo. You must not use any of our trademarks without our prior written consent.

If this website provides a link to a website owned or operated by someone else, we don’t control those websites or endorse the content on them. You access and use those websites, their content, and the products and services advertised on them at your own risk. You are welcome to place a link to this website provided your website does not seek to damage our reputation, or falsely represent a relationship with us which you don’t have. For example, your website must not represent or imply that you are affiliated with us or authorised to sell our services unless you are an authorised channel partner or affiliate partner for those services. You must remove the link to this website if we ask you.

We aim to keep the information on this website up to date and accurate but we don’t guarantee that it always is. Also, please keep in mind that much of the information is given as general guidance only and may not apply to your situation.

Forms & Financial

Financial Hardship Policy

Purpose of this policy

Financial Hardship is where your ability to pay us for your services is affected by a situation such as illness, unemployment, being the victim of domestic or family violence or other reasonable cause, and you believe that you will be able to pay us If relevant payment arrangements or other arrangements relating to the supply of your services are changed.

We are here to help. We will work with you to help you respond to financial hardship, whether temporary or long-term. We are committed to helping customers facing financial hardship to maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.

Get in touch

If you are experiencing Financial Hardship and have difficulty paying your bill, we encourage you to contact us immediately.

Phone: 1300 742 024 (Monday to Friday 9am to 4pm AEST)
Email: Subject line ‘Express Virtual  – Financial Hardship’:
Post: Att: 68 Playne Street, Frankston Victoria 3199, Australia.

Options for assistance

Listed below are some options available to us to assist you with your management of Financial Hardship as it relates to your use of telecommunications services. Which (if any) option/s we offer you will depend on the outcome of our assessment of your Financial Hardship and what is most appropriate in the circumstances.

Options to keep you connected include:

  • Spend controls;

  • Restriction of service, in respect of overall or specific services;

  • Low-cost interim options until the Customer can continue with original payments.

Options for suitable financial arrangements include:

  • Temporarily postponing or deferring payments (for a longer period than would typically be offered to Customers requesting an extension outside of Financial Hardship arrangements);

  • Discounting or waiving of debt;

  • Waiving late payment fees; or

  • Waiving cancellation fees.


To enable us to assess your Financial Hardship under this policy, we may ask you to provide information such as:

  • whether the financial hardship is temporary or long term

  • Income details

  • Details of the telecommunications services you need to continue

  • Your most recent contact details

  • In some circumstances, we may also ask for supporting documentation such as:

  • A statutory declaration or official written communication from a person or support group that is familiar with your financial circumstances

  • Evidence that you consulted a recognised financial counsellor

  • A statement of your financial position

You may send us the information and documents by post or email to the addresses in this policy.

Our assessment of your circumstances may be based on the information you provide and on other information available to us.

We may not be able to make an assessment of your circumstances if you do not provide the requested information.

We may cancel any financial hardship arrangements if we are provided with false or incomplete information.

The process

Once all the required information has been received, we will assess your application for Financial Hardship assistance by considering your individual circumstances. We let you know within 5 working days whether you are eligible for assistance under this policy.

If you are eligible, we will work with you to find a suitable financial arrangement to help keep you connected. You can ask us to give you the details of a proposed Financial Hardship arrangement to you in writing, and we will do that.

If you tell us you agree to the Financial Hardship arrangements, we will send you a letter or email within 5 working days, setting out details of the Financial Hardship arrangement, your rights and obligations and the duration or review date of the arrangement.

A Financial Hardship arrangement will not commence unless you tell us you have accepted it. You must inform us if your circumstances change (for better or for worse) during our arrangement and in that case, we will review the arrangements with you.

We will not charge you for assessing your Financial Hardship application or for administering an arrangement.

If you wish to seek a review of the outcome of your Financial Hardship application, please use our complaints handling process at

Finding a financial counsellor

In addition to contacting us, we urge you to engage the assistance of a financial counsellor.

You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting:

Appointing an Authorised Representative

What is an Authorised Representative?

Ever had the inconvenience of calling up for information only to be told that you aren’t authorised? This is because under the Australian Privacy Act, personal information can only be provided to the account holder or an authorised representative.

But that doesn’t mean we won’t talk to you. We can still provide general information (like the information that is easily found on our website).

Nominating an Authorised Representative

If you are an account holder and would like to nominate an Authorised Representative on your account, please call us on 1300 742 024.

After we have asked you a few security questions, we will assist you in adding an authorised representative on your account. Please make sure that you have their contact details (email, mobile, landline, etc) ready before you call.

Download Express Virtual Meetings’ Appointment of Authorised Representative Form

Terms & Conditions

Legacy Customers (pre 30/11/19)

If you became a customer of Express Virtual Meetings or it’s legacy brands – Ozlink Conferencing or Eureka Conferencing prior to 30/11/19, please refer to the information below.

Terms & Conditions – Standard Form of Agreement (SFOA)
Privacy Policy
Acceptable Use Policy

New Customers (after 30/11/19)

If you became a customer after 30/11/19, please refer to the following terms and conditions. These standard terms and conditions apply to supply of goods and services used/ordered from Express Virtual Meetings on or after 30 November 2019.

Terms and Conditions –  Standard Form of Agreement (SFOA).