Property transactions can be stressful, and we know it’s frustrating when you feel let down by us or others, or that you’re not being listened to. While we understand your need to express this, we do expect our customers to treat their fellow members, and our team, with dignity and respect.
This Customer Code of Conduct outlines what we consider unacceptable, and provides guidance on how we may respond to instances of unsatisfactory behaviour. It is intended to complement the professional and ethical obligations prescribed by our customer’s regulatory bodies.
Key Principles
We expect that our customers will treat each other and members of our team respectfully at all times. We won’t tolerate behaviour or language that may cause anyone to feel intimidated, offended, threatened, or abused. This includes (but is not limited to) –
- Communication that is unreasonably demanding or persistent in frequency or nature
- Making inflammatory or derogatory statements
- Using expletive or otherwise inappropriate language
- Behaving in a way that may cause a person to be concerned for their safety
- Insisting on actions or outcomes that are not possible or appropriate
Possible Outcomes
We understand the pressure associated with property transactions – they’re time sensitive, can involve multiple coordination points, and there are clients to consider. While we’re empathetic to this, our team will respectfully ask that customers cease any type of behaviour outlined above. If the behaviour continues, our team may remove themselves from the situation, and we may also limit how a customer may interact with us by restricting –
- Who they may contact
- What they can raise with us
- When they may contact us
- How they may contact us
- Their use of conversations within PEXA Workspaces
Serious or repeated breaches of the Customer Code of Conduct may result in a customer’s suspension or termination from use of the PEXA Platform, in accordance with clause 4.6 of the Participation Agreement.
Such measures would not be taken lightly by PEXA, and we’d prefer not to take them at all. We’re all in this together – everyone here at PEXA, along with our customers, has a role to play in ensuring the smooth completion of property transactions.
*To ensure transfers proceed smoothly, we encourage all of our customer’s to familiarise themselves with the Transfer Guidelines, which set out a suggested order of tasks, and timeframes for their completion. Other useful resources are our Bank Transfer Checklists, which provide bank-specific guidance on settlement preparation.
