ACXPA Membership Terms and Conditions

Last updated: November 2026

1. About these terms

1.1 These Membership Terms are an agreement between you and ACXPA (ABN 58 817 433 774) (ACXPA, we, us, our). They apply when you click “Subscribe”, “Purchase Now” or similar, or otherwise register for, access or use any of the membership services described in the ACXPA Membership Schedule (Services). If you accept them for an organisation, you confirm you’re authorised to bind it, and “you” includes that organisation.

1.2 If you don’t agree to these Membership Terms, don’t sign up for or use the Services.

1.3 We supply the Services through acxpa.com, acxpa.com.au, cxdirectory.com.au and other websites we operate (ACXPA Sites), and through some third-party platforms, such as those used to stream live sessions.

1.4 “You” means the member and anyone accessing or using the Services through the member’s account.

1.5 These Membership Terms include:

• (a) the ACXPA Membership Schedule (below);
• (b) the ACXPA Website Terms of Use, including its clause on AI Tools;
• (c) the ACXPA Privacy Policy; and
• (d) the ACXPA Privacy Collection Notice.

1.6 If these documents are inconsistent, they apply in this order: the Schedule, then these Membership Terms, then documents (b) to (d) in the order listed.

1.7 Vendor members’ listings in the ACXPA Supplier Directory (cxdirectory.com.au) are also governed by the Supplier Directory’s own terms and privacy policy. If your membership is suspended or ends, your Supplier Directory access and listings may be suspended or removed too.

2. Fees, payment and renewal

2.1 Start Date and Term. Your membership begins on the date we receive full payment (Start Date) and lasts 12 months (Term).

2.2 Prices. Prices are in Australian dollars and shown excluding GST. GST at 10% is added when your billing country is Australia. If you’re billed outside Australia, you’re responsible for any taxes or duties that apply in your country.

2.3 Payment. You can pay by card for immediate access, or ask for an invoice payable in full within 14 days. With an invoice, your membership starts once it’s paid. You must pay any fees charged for your payment method. Card payments are processed by our payment provider, and we don’t store your full card number.

2.4 Automatic renewal. Your membership renews automatically for a further Term on the anniversary of the Start Date (Renewal Date), at the price for your membership option on that date. We’ll send you a reminder at least 30 days before the Renewal Date. If you pay by card, we’ll remind you again at least 7 days before we charge it.

2.5 Cancelling renewal. You can turn off automatic renewal at any time before the Renewal Date, from your membership account or by emailing members@acxpa.com.au. Your membership then continues until the end of the Term.

2.6 Upgrades. You can upgrade at any time, within the limits of your membership. We’ll show you the pro-rata charge for the rest of the Term before you accept it. On the Renewal Date you’re charged for the membership option you hold then.

2.7 Price changes. We may change prices for future Terms. We’ll give you at least 30 days’ notice before your Renewal Date, so you can cancel renewal under clause 2.5 if you don’t want to renew at the new price.

2.8 Stored payment method. If you pay by card, you authorise us to store that card and charge it for renewals, upgrades and other Services you choose to buy, such as ACXPA AI Credits.

2.9 Refunds. Membership fees aren’t refundable if you change your mind or stop using the Services part-way through a Term, except under clause 10.3 or as required by law. Nothing in these Membership Terms limits your rights under the Australian Consumer Law or any other law that can’t be excluded.

3. Business and Vendor memberships

3.1 Business and Vendor memberships include a main membership account (main account) and a set number of Individual Memberships for employees or other nominated people (allocated memberships), as set out in the Schedule.

3.2 Only the main account can:

• (a) upgrade, downgrade or cancel the membership;
• (b) allocate, transfer or withdraw allocated memberships, reasonably and in good faith;
• (c) buy ACXPA AI Credits; and
• (d) manage the organisation’s settings, such as Coach Settings and the Escalation Policy.

3.3 Each allocated membership is for one named person. Logins can’t be shared.

3.4 The main account can see how each allocated membership is used, including logins, the tools and pages used, and AI Credits used. The main account must tell the people it allocates memberships to that it can see this. It must also have their permission, or another lawful basis, to give us their name and email address.

3.5 These Membership Terms apply to every allocated member. The organisation is responsible for its allocated members’ use of the Services.

3.6 If a Business or Vendor membership ends or is downgraded, its allocated memberships end or are reduced too. Related services, such as Supplier Directory listings, AI Credits and organisation settings, end or are reduced to match.

3.7 Vendor event listings. Vendor members can submit their own events for the ACXPA events calendar (Event Listings). For each Event Listing:

(a) you must have the right to promote the event, and its details, links and logo must be accurate and not misleading;

(b) you give us a non-exclusive, royalty-free licence to show the event details and your logo on the ACXPA Sites while the listing is live;

(c) we review every Event Listing, and every change to one, before it’s published. We may decline, shorten or remove a listing at our discretion, including if it isn’t relevant to customer service, CX or contact centre professionals, or it breaches these Membership Terms;

(d) you’re the organiser. ACXPA doesn’t sell tickets, take bookings or handle payments, refunds or attendee details for your event, and isn’t responsible for it. Your event, its registration page and your terms with attendees are your responsibility; and

(e) your Event Listings end when your Vendor membership ends.

4. AI Tools and ACXPA AI Credits

4.1 AI Tools. Some Services are AI-assisted, including the Customer Response Coach, Complaints Coach, Team Leader Coach, the Escalation Policy Builder review and the Roundtable AI Assistant (AI Tools). Your use of AI Tools is also governed by clause 8 (AI Tools) of the Website Terms of Use.

4.2 Allowances. Each membership includes the AI allowance set out in the Schedule. Individual Memberships and Vendor allocated memberships include a monthly allowance of coached replies. Business memberships include a monthly allowance of ACXPA AI Credits (AI Credits) for the organisation.

4.3 Included AI Credits. A Business membership’s monthly allowance is shared by the main account and all its allocated memberships. It resets on the first day of each calendar month (Melbourne time). Unused included AI Credits don’t carry over.

4.4 Credit rates. AI Credits are used at the rates shown in each AI Tool and on the ACXPA Sites at the time of use. At the date of these Membership Terms:

• a coached reply or coaching plan uses 1 AI Credit;
• a chat practice session uses 5 AI Credits; and
• a live practice call (up to 8 minutes) uses 50 AI Credits.

Feedback on a practice session is included in its rate. We may change rates for future use on at least 30 days’ notice.

4.5 Purchased Credits. The main account can buy extra AI Credits in packs at the prices shown at the time of purchase (Purchased Credits). Purchased Credits are used only after the month’s included AI Credits are used up. Any allocated membership in the organisation can use them.

4.6 Expiry. Purchased Credits expire on the expiry date of the Business membership that was current when they were bought, which we show you before you pay. If that membership has no expiry date, they expire 12 months after purchase. Purchased Credits not used by their expiry date lapse and don’t carry into a renewed or new Term.

4.7 Changes to your membership. If you upgrade, your Purchased Credits keep their expiry date. If you downgrade, your included allowance changes from the next calendar month. If your membership ends, unused AI Credits lapse when it ends, except under clause 4.9 or 10.3.

4.8 No refunds or transfers. Purchased Credits aren’t refundable, can’t be transferred to another organisation or person, and have no cash value, except as required by law (including the Australian Consumer Law) or under clause 4.9 or 10.3.

4.9 Changes to AI Tools. We may suspend, change or withdraw an AI Tool where the law or a third-party provider requires it, or to protect the Services or their users. If this stops you using Purchased Credits for more than 30 days in a row, we’ll either extend their expiry or refund their unused value, at our choice.

4.10 Fair use. AI allowances are for your own people’s use in their own work. We may limit or pause AI use that we reasonably believe is automated, shared outside your organisation, or otherwise breaches these Membership Terms or the Website Terms of Use.

5. Your use of the Services

5.1 By using the Services, you confirm that you:

• (a) are at least 18, and aren’t registering for anyone under 18;
• (b) will give us accurate and complete information, including your real name and location, and keep it up to date;
• (c) will use a strong password and keep your login confidential;
• (d) will use the Services professionally and in line with these Membership Terms, the Content Standards in clause 7 and our reasonable directions;
• (e) are responsible for everything that happens through your account;
• (f) will comply with all laws that apply to you; and
• (g) will tell us promptly, at members@acxpa.com.au or through the ‘Report User’ function on member profiles, about any misuse of the Services or unauthorised use of your account.

5.2 You acknowledge that:

• (a) you use information in the Services at your own risk, subject to clause 12;
• (b) anything you want published on the Services, such as an article, must be sent to us for review first; and
• (c) we don’t review or endorse everything other members or third parties post, and aren’t responsible for it.

6. Limitations on use

6.1 You must not:

• (a) use the Services for anything unlawful, misleading or deceptive;
• (b) use, or try to use, the Services after we’ve restricted your access;
• (c) transfer or share your account or login;
• (d) copy, distribute, license, modify, reverse engineer, decompile or disassemble any part of the Services or their content, except as these Membership Terms allow or with our written consent;
• (e) use bots, scrapers, crawlers, browser extensions or other automated means to access the Services or copy their content;
• (f) use content from the Services, including transcripts, recordings, templates, standards, benchmarks and AI output, to train, fine-tune or build an AI model, or to build a competing product or dataset;
• (g) remove or change any copyright, trade mark or other notice;
• (h) introduce viruses or harmful code, hack, or interfere with the Services;
• (i) get around security features, access controls or usage limits, including AI allowances;
• (j) post or upload anything that infringes anyone’s intellectual property, privacy or other rights;
• (k) claim or imply that ACXPA endorses or is affiliated with you without our written consent, except that Vendor members may use the ACXPA member logo as we permit;
• (l) frame or mirror the Services; or
• (m) breach any other part of these Membership Terms.

6.2 If you breach clause 5 or 6, we may suspend or restrict your access under clause 10.

7. Content Standards

7.1 These standards apply to anything you contribute to the Services, such as articles, posts, messages, comments, profile content, images, feedback and questions for live sessions (Contribution).

7.2 You keep ownership of your Contributions. You grant us a worldwide, royalty-free, non-exclusive licence to host, use, reproduce, edit, adapt and publish them to operate, improve and promote the Services. The licence continues after your membership ends for Contributions already published, so we don’t have to remove them from past newsletters, recordings or archives. We may sublicense it to our service providers only to operate the Services.

7.3 You consent to us editing, formatting or presenting your Contributions for those purposes in ways that might otherwise infringe your moral rights under the Copyright Act 1968 (Cth) or equivalent laws elsewhere.

7.4 You confirm each Contribution is accurate where it states facts, genuinely held where it states opinions, and lawful. Other members and visitors may see it.

7.5 Contributions must not:

• (a) defame anyone;
• (b) be obscene, offensive, harassing, discriminatory, hateful or inflammatory;
• (c) promote illegal activity, violence or sexually explicit material;
• (d) discriminate on the basis of race, sex, religion, nationality, disability, sexual orientation, gender identity or age;
• (e) infringe anyone’s intellectual property, privacy or other rights;
• (f) be likely to mislead or deceive;
• (g) breach a duty owed to someone else, such as confidentiality;
• (h) appear to come from us when they don’t;
• (i) include another person’s personal information without their permission; or
• (j) advertise or promote a product or service, or link to such material, unless we’ve agreed.

7.6 We may, but don’t have to, review, delay, edit, refuse or remove any Contribution we reasonably believe breaches these Membership Terms or could harm anyone. We may also monitor use of the Services, keep records, and disclose information where the law requires it or to investigate a breach.

7.7 You’re responsible for your Contributions. We don’t endorse the opinions, advice or statements in them.

8. Live sessions and recordings

8.1 We record the Roundtables and any other live session we tell you is being recorded. We may publish the recordings, transcripts and summaries to members, and use them in our AI Tools, such as the Roundtable AI Assistant.

8.2 If you speak, appear on camera, or post in a session’s chat or Q&A, your name, image, voice and comments may appear in them. If you’d rather not appear, keep your camera and microphone off, or send us your question beforehand.

9. Technical information and availability

9.1 The internet isn’t completely secure. We take reasonable steps to secure the Services, but we aren’t responsible for interference with, or loss or damage to, your devices that arises outside our reasonable control.

9.2 You’re responsible for your own devices, software and virus protection.

9.3 We aim to keep the Services available, but they may be unavailable for maintenance, updates or upgrades, or for reasons outside our control, such as network outages or a provider’s failure. We don’t promise they’ll be uninterrupted or error free.

10. Suspension, termination and refunds

10.1 We may suspend or end your access to the Services if:

• (a) you breach these Membership Terms and, where the breach can be fixed, don’t fix it within 14 days of our notice;
• (b) you seriously breach them, or your conduct brings ACXPA or another member into disrepute, in which case we may act immediately; or
• (c) we stop offering the Services, or a material part of them.

10.2 You may end these Membership Terms at any time by cancelling your membership or closing your account.

10.3 If we end your access under clause 10.1(c), or you end your membership because we’ve seriously breached these Membership Terms, we’ll refund the unused part of your membership fee (pro rata) and the unused value of any Purchased Credits. Otherwise no refund is payable, except as required by law.

10.4 When your membership ends, your access to member content, tools and saved work ends. We may keep or delete your information in line with our Privacy Policy. We don’t have to give you a copy of your content except as the law requires, so download anything you want to keep before your membership ends.

10.5 Clauses that by their nature should continue after these Membership Terms end, including clauses 7, 11, 12, 13 and 16, continue.

11. Intellectual property

11.1 The Services and ACXPA Sites contain intellectual property owned by or licensed to us, including the ACXPA name and logo, the Contact Centre CX Standards, the Australian Call Centre Rankings, tools, templates, courses, recordings and transcripts.

11.2 During your membership, you may use the Services’ tools, templates and resources for your own work and your organisation’s internal purposes, including adapting templates for your organisation. You must not otherwise reproduce, distribute, publish, sell or commercialise them, or create products for others from them, without our written consent.

11.3 You may use the output the AI Tools give you in your work. The templates, methods and content it’s based on remain ours.

11.4 You have no other rights in the Services, the ACXPA Sites or their software.

12. Exclusion of warranties

12.1 Information, templates (such as policy templates), tools and AI output in the Services are general information only. They aren’t legal, HR, financial or other professional advice and may contain errors. You use them at your own risk, and should get professional advice before relying on them.

12.2 To the extent the law allows, we make no warranties about the Services, including about accuracy, fitness for a particular purpose or non-infringement.

12.3 Nothing in these Membership Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that can’t be excluded.

13. Limitation of liability

13.1 To the extent the law allows, we and our related entities, employees, contractors and service providers aren’t liable for any indirect or consequential loss, or for any loss of profits, revenue, opportunity, data or goodwill, arising from:

• (a) your use of, or reliance on, the Services, the ACXPA Sites or any information or material in or omitted from them;
• (b) third-party websites, products or services;
• (c) unauthorised use of your login; or
• (d) any suspension, termination or interruption of the Services.

13.2 To the extent the law allows, our total liability to you for all claims connected with these Membership Terms, the ACXPA Sites or the Services is limited to the fees paid or payable by you to us for the relevant Service, or A$100 if nothing was paid or payable.

13.3 Where the Australian Consumer Law lets us limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the services again or paying the cost of having them supplied again. For goods, it’s limited to replacing or repairing them, or paying the cost of doing so.

13.4 You indemnify us against loss, damage and reasonable costs we incur because of your breach of clause 5, 6, 7 or 11, or your unlawful use of the Services, except to the extent we caused or contributed to the loss.

14. Third-party websites, products and services

14.1 The Services may link to, or offer discounts on, third-party websites, products and services. We don’t control them and aren’t responsible for them, including their quality, security or content. A link or discount isn’t an endorsement.

14.2 Third parties have their own terms and privacy policies, which we recommend you read.

15. Privacy and notices

15.1 We handle your personal information in line with our Privacy Policy. For privacy questions or to update your details, contact privacy@acxpa.com.au.

15.2 We may give you notices through the Services or by email or other contact details you’ve given us. You can contact us at members@acxpa.com.au or through our Contact page.

16. General

16.1 Entire agreement. These Membership Terms, the documents in clause 1.5, and any extra terms we show you when you sign up for or use a feature, are the entire agreement between us about the Services. They replace any earlier agreement or representation.

16.2 Changes. We may change these Membership Terms. For changes that materially affect you, we’ll give you at least 30 days’ notice by email or through the Services before they take effect. If a change materially disadvantages you and you don’t accept it, you may cancel before it takes effect and we’ll refund the unused part of your membership fee pro rata. Changes the law requires, or that don’t disadvantage you, may take effect sooner. If you keep using the Services after a change takes effect, you accept it.

16.3 Severance. If any part of these Membership Terms is invalid or unenforceable, it’s severed and the rest continues.

16.4 Waiver. Not enforcing a breach isn’t a waiver of that or any other breach.

16.5 Assignment. You may not assign your rights under these Membership Terms without our written consent. We may assign ours by notice to you, for example if the ACXPA business is sold or restructured. There are no third-party beneficiaries.

16.6 Governing law. These Membership Terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction. If you’re a consumer living outside Australia, this doesn’t take away any protection you have under the mandatory laws of your country.

16.7 Contact. For anything about these Membership Terms, email members@acxpa.com.au.

ACXPA Membership Schedule

Benefits change as we add tools and services. The current list for each membership is on the membership pages at acxpa.com/membership/. If we remove a benefit in a way that materially reduces the value of your membership during your Term, we’ll tell you, and you may cancel and receive a pro-rata refund.

Every paid membership includes, for each person:

• The member hubs and 60+ tools, calculators, templates and resources, as listed on the Resources page
• Live sessions: the fortnightly Open Mic and the monthly CX and Contact Centre Roundtables, with the searchable archive and the Roundtable AI Assistant
• Self-paced courses with quizzes and certificates, Member Bytes and One-Minute Refreshers
• The Members Directory and private peer groups
• Australian Call Centre Rankings benchmarking data
• 50% off ACXPA events and 25% off CX Skills public courses

Individual Membership: one person, with the benefits above and 10 coached replies a month across the Customer Response Coach and Complaints Coach.

Business Membership (Business 5, 10, 25, 50 and 100, and Customised Business):

• The number of Individual Memberships in the level’s name, to allocate to your people
• For each allocated membership, the Business tools (80+ tools in all), including facilitator training packs, the Team Leader Coach, the Employee Goal Tracker, the Escalation Policy Builder, every situation in the Customer Response Coach and Complaints Coach, and the Agent Performance Matrix (Simple tier; the Certified tier needs a separate licence)
• A monthly allowance of ACXPA AI Credits for the organisation (clause 4): Business 5, 150 a month; Business 10, 250; Business 25, 500; Business 50, 750; Business 100, 1,000. Customised Business: as agreed in writing, otherwise the allowance of the tier at or below its number of memberships
• The Business Dashboard and AI Dashboard to manage memberships and see usage
• A listing in the ACXPA Business Members Directory
• 10% off ACXPA benchmarking services, including A$200 off a benchmarking trial

Vendor Membership:

• Two Accelerator listings in the ACXPA Supplier Directory (one business, two categories)
• Two Individual Memberships to allocate to your people, including selected Business tools (65+ tools in all) and 10 coached replies a month each
• Article publishing and event promotion, subject to our review
• Use of the ACXPA member logo, as we permit