Frequently asked questions – how can we help you?

Find answers to common questions here using the search bar or view quick answers below. Can’t find what you need? Contact our customer service team who are ready to assist.

General FAQs

Our clients range from small businesses including sole traders through to large enterprises including multinational corporations. We provide call answering and appointment scheduling services for a variety of industries, including real estate agents, lawyers, accountants and healthcare (such as psychologists, physiotherapists, chiropractors and dentists). We support many businesses with mobile workforces, such as those in trades, building and construction or travel and tourism operators. We also assist a variety of start-up businesses, contractors, franchises, retailers and service providers including IT companies and website design or marketing agencies.

OfficeHQ was established in 2003 with our head office in Sydney. We opened a training and operations centre on Queensland’s Sunshine Coast in 2006 and launched our operations internationally in the US in 2007, the UK in 2011 and New Zealand in 2018. We now consider our Sunshine Coast office to be our head office, with about 90% of our Australian team based in the region. Our telecommunications network extends to 66 telephone exchanges, giving us the largest range of local numbers of any Australian virtual reception services provider.

Yes, we have operations in Australia, New Zealand, the United States and United Kingdom.  We also service Canada and some parts of Europe.  Please contact us for more information on our international services.

Virtual Reception Service FAQs

Yes, our receptionist will take any calls you are missing. You may be on another call or simply unable to answer the call because you are busy at the time. Our receptionists will take a detailed message and send to you instantly by email or SMS. Every call diverted to OfficeHQ will be answered – no matter what your circumstances are at the time of the call.

Yes. This is referred to as “call overflow”. A lot of companies require their phone calls to be answered only when they are unable to take the call themselves. This could be if you step out of the office for an hour, you are busy on another call, go to lunch or simply because you have multiple calls coming in at the one time. Simply divert your existing phone number (to the unique local phone number we allocate your business during the Free Trial setup process) on busy, no answer (e.g. after say 5 rings) or permanently. That way you are always in control and can relax knowing you will never miss another call.

With the MyReceptionist service a live receptionist answers and routs your calls exactly as you require such that callers will think our receptionist is sitting in your office. So a typical greeting might be: “Good morning/afternoon [your company name], Jenny speaking, how may I help you?”

Calls can be introduced and transferred to the relevant staff member or a message taken which is instantly sent via email and / or SMS to the relevant staff member.

The receptionists are also able to provide callers with information about your company such as your address, web site address, what your business does, your fax number etc.

The Message Express Message Service still has a live receptionist answering the phone in your business name but the greeting must be: “Good morning/afternoon [your company name]. May I have your message please?”

This gives callers the impression we are an answering service. The receptionist cannot answer any questions but merely takes a message which can be emailed and / or SMS’d to you. Calls cannot be introduced and transferred to you or staff with the Message Express Service.

You can upgrade to the MyReceptionist service at any time from the Message Express Message Service and vice versa.

Yes. This is referred to as call overflow. Many businesses only want the calls answered when they are unable to, for example if you step out of the office for an hour or so, if you’re on another call, at lunch, or simply because you have too many calls at one time. You can set up your diversion to us when the phone rings for more than a specified period, or if it is busy/engaged, and we will answer the phone as if we were in your office. Never miss that important call again!

Yes. A lot of our 2,500+ clients use the service as an overflow for when they are unable to take calls or when their own in-house receptionist is at lunch, sick or on annual leave. Our Live Answering Service is like an “on tap” receptionist that you can use for an hour, a day, a week or whenever you need to. You only pay for what you use so it is also very economical.

Immediately. It only takes a few minutes to set up the Free Trial. We can be answering and handling your telephone calls in three or four minutes from now. Literally, it is that quick.

Our billing system is fully automated. You can choose to pay by direct debit or credit card, using MasterCard, Visa or AMEX. All invoices are viewable in real time on our client portal. We will email your tax invoice each month.

Any business that requires a professional receptionist to answer and route their telephone calls. Our 2,500+ clients include accountants, lawyers, printers, franchisors, franchisees, recruitment firms, mortgage brokers, insurance brokers, IT software, IT consultants, IT hardware engineers, cleaners, marketing agencies, public relations agencies, home businesses, commercial property, real estate agents, web based businesses, business consultants, training companies, shuttle (car / bus) services, restaurants as well as medium size companies with hundreds of staff.

Yes you are able to take advantage of our Free 7 Day Trial offer for our Message Express Service. Message Express can be set up in minutes and instantly we can be answering your calls and sending you messages. Everything is FREE in the Free Trial. There is absolutely no charge for anything, whether you have 1 or 101 staff.

Call Routing & Business Phone Numbers FAQs

Your call will be managed by the call answering you have operating on the number the call is diverted to. For example, if your call divert service diverts calls to your mobile phone, then your mobile phone ‘unanswered calls’ or ‘phone busy’ call settings will determine what happens ie. A voicemail gets left on your mobile.

We can sent your faxes to you via email in either PDF or TIFF format.

You can instantly change the number your calls are being diverted to by logging into the client portal and changing your ‘landing number’. The change is made instantly. Our customer service team can also do this for you.

Yes, simply forward your existing fax number to your Virtual Headquarters Fax to Email number to instantly get your faxes sent to you via email.

We charge a monthly subscription fee of just $15 per month, which includes a local number. Call fees are charged monthly based upon call durations. Additional local numbers, 1300 numbers or 1800 numbers can be added to your service at any time for an additional monthly fee starting from just $5.00.

All your inbound faxes are sent straight to your email inbox. This is much more secure than having faxes printed on your fax machine.

No there are no set up fees for a call divert service.

No, all major email clients including Gmail, Hotmail, Outlook, iCloud and many more can receive your fax to email messages.

Yes, you can add additional local numbers, state-based numbers or a national 1300 number or 1800 number to your service at any time for an additional monthly fee starting at just $5.00 per month (ex. GST).

Virtual Address FAQs

No, we do not offer a free trial for our virtual address service. We do offer a free trial for our Virtual Receptionist service – you can try that for free for 7 days.

Simply tick the box ‘Yes, I would like a call answering service’ on the enquiry form or let our customer service team member know when you speak to them. Alternatively, to instantly get an answering service, sign up for our virtual receptionist 7-day free trial. There is no lock in contract, no credit card required, and you can cancel any time. We can add local, regional or a national 1300 numbers or 1800 numbers to your answering service when you upgrade from a free trial to one of the subscription plans.

Your national account manager will provide you the details you need to be able to book meeting rooms and support services as and when you need them, wherever you need them.

A virtual address is a business address which is either a mailbox located at a business centre or a receptionist mail handling service located at a virtual office. Both offer mail management services including mail notification, mail pick up and mail forwarding services. A virtual address can be used on your website and other marketing collateral to provide your business with professional physical presence.

A virtual address allows your business to have a ‘virtual’ presence in any geographic market, without the cost of leasing your own premises. Many customers want to deal with a business that they feel is ‘local’ to where they are. A virtual address gives customers a sense that you are closer and ‘like-minded’.

You can get a virtual address service, which is a mailing address and mail management services. When you add a call answering service, this is normally what can be defined as having a virtual office. In addition, we offer virtual office locations that have additional facilities which include co-working and private office space, meeting rooms and other services. Some of our virtual office locations are generally located in major cities and include prestigious CBD addresses.

Once you have signed up and paid for the service, you can be receiving your mail within 24 hours.

Chose the location(s) you would like to have as your virtual address. You can easily ‘Save Location’ on each location page and this will be added to your virtual address enquiry form and Saved Locations which you can review and edit at any time. Complete the enquiry form, attach or send a copy of your ID (Drivers Licence, Passport or Identity Card), or call us on 1300 885 830 to process your enquiry. Our team will call you to finalise which subscription plan you want, process your payment and set up your account with your instructions for mail management. If the location has 24-hour secure access, you will be sent an access key.

We accept payment by credit card (AMEX, Visa and Mastercard) or by EFT to the Virtual Headquarters bank account. Secure payment is made with our service agent over the phone as part of your account set up.

Support FAQs

We are able to answer your call and explain that you are in a meeting or with a client, take a message and forward this message to you by email or SMS instantly.

You are able to start using the service immediately after it has been set up which usually takes just a few minutes. As soon as it is set up we immediately start answering and handling your telephone calls.

We can instantly add a 1300 toll free number to your account. We can also obtain 1800 numbers (generally around 4 hours to set a 1800 number up) if you prefer either of those over a local phone number (e.g. 02 for Sydney, 03 for Melbourne etc). For the 1300 numbers we simply answer and handle your calls / receive your faxes. For a 1800 number, once it is setup you simply ask us / your provider to “point” that number to the unique local phone number we allocate your business during the Free Trial setup process and instantly we are answering and handling your 1800 number telephone calls. It’s very straight forward.

A WAV file is a raw audio format file that stores audio data. It is the standard PC audio file format used to store audio recordings.

Our billing system is fully automated. We accept credit card payment only including AMEX, Mastercard and Visa. All invoices are available to be viewed online and printed / reprinted at any time by you via the web. Invoices are also emailed to you each month to save paper. We do have account customers if you don’t have a credit card but because this process is not automated we require at least 3 months of subscriptions in advance EFT’d to our bank account for account customers.

You can get a virtual address service, which is a mailing address and mail management services. When you add a call answering service, this is normally what can be defined as having a virtual office. In addition, we offer virtual office locations that have additional facilities which include co-working and private office space, meeting rooms and other services. Some of our virtual office locations are generally located in major cities and include prestigious CBD addresses.

Yes, you are able to use our service for an hour, a day, a week, whenever you need our assistance.

Yes we do allocate an exclusive phone number to each client. That is the number that we know your business by. Hence we know how to answer the phone and handle your calls exactly as you require. This telephone number can be your main business number that you use on your business cards, letterhead, web site, advertising promotions etc. If you have an existing phone number, like most of our 2,500+ MyReceptionist clients, you simply call forward this on busy, no answer or permanently to the number we allocate you whereupon our receptionists will be answering your calls.

We are able to add additional staff instantly so new staff can be receiving calls and messages. Whether you have 1, 2 or 202 staff our Live Answering Service is able to cater for your Live Answering needs.

More FAQs will be added soon. Please check back again or, in the meantime, contact us if you have any queries.