This is a new experience for many of us and we’re here to assist wherever we can. We’ve collated a suite of helpful information below, as you keep your businesses moving during COVID-19.
Verification of Identity (VOI) & Client Authorisation Form (CAF)
ARNECC has released a statement for completing VOIs and CAFs at this time, 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”. Read ARNECC’s full statement.
Please also note that VOI appointments remain available via Australia Post, ZipID and ID Secure.
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 firstname.lastname@example.org.
- Face-to-[virtual]Face Support: Our face-to-face team can now assist you virtually. Using Skype, WebEx and Team Viewer, our PEXA Direct Specialists and PEXA Partners remain available for appointments to help your business. Contact us at email@example.com if you have any queries or to book an appointment.
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 device 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 these instructions.
Remember to always keep your Digital Certificate stored safely when not in use.
NSW: COVID-19 Residual Lodgement
The COVID-19 outbreak presents a number of logistical challenges to industry, particularly for members regarding the lodgement of presently out-of-scope paper documents.
With this in mind and to support business continuity, the NSW Office of the Registrar General (ORG), NSW Land and Registry Services (LRS) and PEXA have worked together to facilitate a temporary solution to deliver out-of-scope paper documents through the PEXA platform. A single price will apply to this document, referred to as the COVID-19 Residual Lodgement.
While we hope this measure is a useful resource for members at this time, it is important to note that the COVID-19 Residual Lodgement process functions as an electronic delivery of paper documents to the LRS for registration. Once documents have been received by LRS, they will follow the current process for registration of paper dealings.
This temporary COVID-19 Residual Lodgement functionality for paper dealings will be replaced by fully electronic dealings in the future. The PEXA fees will then reflect the specific instrument being electronically lodged.