Service Level Commitments
PEXA is an approved Electronic Lodgment Network Operator (ELNO) in the Active Jurisdictions. PEXA provides services to enable the Lodgment of Lodgment Cases, digital Financial Settlement or Conveyancing Transactions. We do this by providing a shared Workspace for Subscribers from conveyancing/legal firms and financial institutions to work collaboratively in a secure and trusted online environment. PEXA agrees to provide the Services in the Service Charter. The Service Charter can be found here.
The estimated timeframes in this table are the outer timeframes for each of the below listed Services. If technical Services are not completed within these times, an error is logged in PEXA. We endeavour to operate well within these and notes its MOR obligations for System Responsiveness.
If there is a critical issue in Workspace, we aim for Subscribers to receive a notification sooner than these outer timeframes.
Service Charter Reference # | Service Charter - Service Description | Detailed Service Description | Service Level Commitment (maximum value) | Technical or Operational |
|---|---|---|---|---|
| 2.1 | PEXA Set up | Establish Subscriber Profile and activate Subscriber Manager | Not more than 2 Business Days from receipt of a correctly executed Participation Agreement and all relevant supporting documentation to time of establishing the Subscriber Profile and activating the Subscriber | Operational |
| 2.2 | Customer account maintenance | Notify the relevant Land Registry(s) | Not more than 120 seconds from profile completion and Subscriber Manager activation to the time the advice to the relevant Land Registry is initiated | Technical |
| 2.3.1 | PEXA Registered Accounts - Representative Subscriber's Trust Account(s) | Send Trust Account Form to Payment Integrated Financial Institution | Not more than 2 Business Days from receipt of completed Trust Account Form from the Subscriber to the time the Form is sentPayment Integrated Financial Institution | Operational |
| 2.3.1 | PEXA Registered Accounts - Representative Subscriber's Trust Account(s) | Input Account details in your PEXA Profile | Not more than 2 Business Days from receipt of account details and authorised signatory status from the Payment Integrated Financial Institution | Operational |
| 2.3.1 | PEXA Registered Accounts - Representative Subscriber's Trust Account(s) | Verify linked Users against approved Trust Account Form and activate authorised signatories | Not more than 1 Business Day from receipt of PEXA System notification that signatories have been linked | Operational |
| 2.3.2 and 2.3.3 | Register of Financial Accounts for Financial Institutions | Register account(s) to the profile | Not more than 4 Business Days from receipt of the completed form(s) from the relevant Subscriber (and where applicable approval from the ESA provider) to the time the account(s) are available for verification in PEXA by the Subscriber | Operational |
| 2.6 | Land Title Reference Verification | Send request to Land Registry for Land Title Reference Verification | Not more than 120 seconds from the time the PEXA System processes the Land Title Reference Verification request to the time the request for Land Title Reference Verification is initiated | Technical |
| 2.6 | Land Title Reference Verification | Notification that title cannot be transacted upon within PEXA | Not more than 120 seconds from the time the PEXA System receives the notification from the relevant Land Registry to the time the error message is initiated to the user | Technical |
| 2.6 | Land Title Reference Verification | Notification that Land Registry could not complete the Land Title Reference Verification | Not more than 120 seconds from the time the PEXA System receives the response/or no response within the expected timeframes from the relevant Land Registry to the time the error message is initiated to the user | Technical |
| 2.7 | Registry Information Supply | Send request for Registry Information Supply | Not more than 120 seconds from the time the PEXA System processes the Registry Information Supply request to the time the request for Registry Information Supply is initiated to the Land Registry | Technical |
| 2.7 | Registry Information Supply | Notification that the Land Registry could not complete the Registry Information Supply | Not more than 120 seconds from the time the PEXA System receives the response/or no response within the expected timeframes from the relevant Land Registry to the error message is initiated to the user | Technical |
| 2.8.1 | Title Activity Check - Lodgment Only | Send manual Title Activity Check request to Land Registry | Not more than 120 seconds from the time the PEXA System processes the Title Activity Check request to the time the request for Title Activity Check is initiated to the Land Registry | Technical |
** If not initially successful, the PEXA System will continue to retry this step until end of day cut off. If the issue persists at end of day, the settlement will need to rescheduled to a subsequent Business Day.
