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Support and guidance for PEXA members settling remotely

Support and guidance for PEXA members settling remotely

Tips, tricks and advice for PEXA members settling digitally during the current COVID-19 situation.

As the global Coronavirus (COVID-19) outbreak continues to evolve, we wanted to reassure you that PEXA stands firmly with you, the broader community and our citizens in delivering a safe, efficient and reliable property settlement experience.
This cannot be underestimated as we face unprecedented global social and economic dislocation.
In support of our community, effective this week all PEXA teams began working remotely and face-to-face member meetings were replaced with a virtual solution, ensuring we assist in flattening the curve. I’m pleased to report that this has been a positive transition with no impact to members and the wider community in the property settlement process.
This is a new experience for many of us and we’re here to assist wherever we can, beginning with the following tips from industry, including our regulator, ARNECC:

Verification of Identity (VOI) & Client Authorisation Form (CAF)

ARNECC has released its statement for completing VOIs and CAFs during COVID-19, noting face-to-face verification is not mandatory with ARNECC stating “Subscribers might like to consider using video technology as part of the verification of identity process”. Click here to read ARNECC’s full statement.

Please also note that VOI appointments remain available via Australia PostZipID and ID Secure


While you’re working remotely and limiting face-to-face client meetings, bank and trust account details can be communicated safely via the free PEXA Key app, removing the need to use email, mitigating any risk of succumbing to email phishing attacks. 

It provides your business with an extra layer of security when communicating critical bank and trust details while also allowing homebuyers and sellers to track their settlement via their phone. We are no doubt all hearing and reading about the increasing prevalence of cyber phishing attacks worldwide and we encourage you to use tools like PEXA Key to keep client property transactions safe. 

Digital Certificates – are you using a different computer or laptop as a result of remote working? 

If you’re using a new or different laptop to sign in PEXA, you will need to download and install the digital signing software. Members using Mac computers, please note that the signing software is not yet compatible with their latest operating system, Catalina. For other Mac operating systems, please follow the instructions in this link.

Please remember to keep your Digital Certificate stored safely when not in use.

Support Services – we’re here to help 

While there is so much uncertainty at the moment, we’re committed to being that little bit of stability in your day. Here are some of the ways we can help:

  • Help Centre: Our online Help Centre is fully stocked with articles, help cards, webinars, videos, simulators and more that can help you transact online.
  • Support Centre: Our friendly support staff are available on national business days from 8.30am – 8.00pm AEST/DT. They can be contacted by phone on 1300 084 515 or email at support@pexa.com.au.
  • Face-to-[virtual]Face Support: Our face-to-face team can now assist you virtually. Using SkypeWebEx and Team Viewer, our PEXA Direct Specialists and PEXA Partners remain available for appointments to help your business. Contact us at practitioner@pexa.com.au if you have any queries or to book an appointment.

We look forward to working with you over the coming weeks, as together we continue delivering this important service to Australian businesses and citizens.  

Please feel free to reach out if you have any questions and stay safe.

Our friendly staff are on hand to assist you with registering for and learning to use PEXA. Complete the form below and we’ll be in touch with you shortly.