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Service Level Commitments

Service Level Commitments

PEXA is an approved Electronic Lodgment Network Operator (ELNO) in the Active Jurisdictions. PEXA provides services to facilitate the Lodgment of Lodgment Cases, and where applicable Financial Settlement, or Conveyancing Transactions electronically. PEXA does this by providing a shared Electronic Workspace for Subscribers 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 the times specified in this table, an error is logged in PEXA for investigation and continuous improvement. PEXA expects to operate well within these outer parameters and notes its MOR obligations for System Responsiveness. 
If there is a critical issue in an Electronic Workspace, Subscribers should expect to receive notification sooner than the outer timeframes specified in this table.

Service Level Commitments
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
2.8.2 Title Activity Check - Lodgment with Financial Settlement Send scheduled Title Activity Check request to the Land Registry Not more than 90 seconds from the time the PEXA System processes the scheduled request to the time the request for Title Activity Check is initiated to the Land Registry Technical
2.8.2 Title Activity Check - Lodgment with Financial Settlement Notification to the Subscriber of activity on the Land Title Not more than 60 minutes from the time the PEXA System receives a response from the Land Registry to the time the notification is available for request and viewing within the workspace Technical
2.8.2 Title Activity Check - Lodgment with Financial Settlement Notification that the Land Registry could not complete the Title Activity Check Not more than 60 minutes from the time the PEXA System receives the response/or no response within the expected timeframes from the relevant Land Registry to the initiation of the notification to the relevant Subscriber Technical
2.9 Lodgment Verification Send Lodgment Verification request to the Land Registry Not more than 90 seconds from the time the PEXA System processes the automated request for Lodgment Verification to the time the request for Lodgment Verification is initiated to the Land Registry Technical
2.9 (5) Lodgment Verification Send Lodgment Verification request to the Land Registry (Simultaneous transactions) Not more than 8 hours from the time PEXA System receives a reservation confirmation response from the RBA to the time the request to complete Lodgment Verification on simultaneous transactions is initiated** Technical
2.9 Lodgment verification Notification that Registry Instruments are not accepted for Lodgment Not more than 60 minutes from the time PEXA System receives a response from the Land Registry that Registry Instruments are not accepted for lodgment to the time the notification to the relevant Subscriber is initiated Technical
2.10 Digital Signing validation Request Digital Certificate validatation Not more than 120 seconds from the time PEXA System processes a request to digitally sign a document to the time the request to obtain the status of the digital certificate is initiated to the Certification Authority Technical
2.10 Digital Signing validation Digital Signing Not more than 120 seconds from the time PEXA System receives the response from the relevant Certification Authority to the time the Digital Signature is affixed to the document Technical
2.11 Lodgment - Non Financial Settlement Send the Lodgment Case where lodgment only Not more than 120 seconds from the time the PEXA System processes the request for Lodgment of the Lodgment Case to the time the Lodgment request is initiated Technical
2.12 Duty Verification Send Duty Verification request to the Duty Authority Not more than 120 seconds from the time the PEXA System processes the request for Duty Verification to be completed to the time the request to complete Duty Verification is initiated Technical
2.12 Duty Verification Notification that Duty Verification was not successful Not more than 60 minutes from the PEXA System receives a response from the Duty Authority that Duty Verification request was not successful to the time for request and viewing within the workspace of this failure Technical
2.12 Duty Verification Notification that the Duty Authority could not complete the Duty Verification Not more than 60 minutes from the time the PEXA System receives a response from the Duty Authority or no response was received within the expected timeframes to the time for request and viewing within the workspace Technical
2.13 Unsigning by PEXA Notification that Registry Instrument or a Settlement Schedule has been Unsigned Not more than 60 minutes from the time PEXA System Unsigns Registry Instruments or a Settlement Schedule to the time for request and viewing within the workspace of this unsigning Technical
2.15.1 PEXA will send Payment Integrated Financial Institution(s) Payment Instruction File(s) for Source transactions Send source Payment Instruction File to Payment Integrated Financial Institution(s) Not more than 30 minutes from the time the PEXA System generates the payment instructions to the time the request to send the file is initiated. Technical
2.15.2 PEXA will send the RBA a Funds Reservation Request Send funds reservation request to the RBA Not more than 8 hours from the time the PEXA System has processed all the relevant source Financial Institutions confirmation that source payment instructions have been processed successfully to the time the PEXA System initiates the funds reservation request to the RBA** Technical
2.15.2 PEXA will send the RBA a Funds Reservation Request Notification that funds reservation has failed Not more than 30 minutes from the time PEXA System receives a failure to reserve funds response from the RBA to the time for request and viewing within the workspace of this failure Technical
2.15.3 PEXA will provide the Lodgment Case to the Land Registry Send Lodgment request to the Land Registry (excluding Victoria and settlement without lodgment scenarios) Not more than 8 hours from the time the PEXA System receives a reservation confirmation response from the RBA that reservation of funds has been completed to the time the request to send the Lodgment Case to the Land Registry is initiated** Technical
2.15.3 PEXA will provide the Lodgment Case to the Land Registry Send Duty Verification request to Victorian Duty Authority (Victoria Only) Not more than 8 hours from the time the PEXA System receives confirmation from the RBA that reservation of funds has completed to the time the request to the Victorian Duty Authority is initiated** Technical
2.15.3 PEXA will provide the Lodgment Case to the Land Registry Send Lodgment request to the Land Registry (in Victoria only) once Duty Authority has responded with the required assessment ID Not more than 60 minutes from the time PEXA System receives a response from the Victorian Duty Authority that the duty assessment has been completed to the time the Lodgment request to the Land Registry is initiated Technical
2.15 Settlement Subscriber elects to stop Victorian settlement where the Duty Vertificaton during settlement cannot technically complete Not more than 120 seconds from the time the PEXA System receives a request to cancel settlement to the time the settlement is cancelled Technical
2.15.4 (a) PEXA will send the RBA a request to release the reservation of funds Send a request to the RBA to release the reservation of funds Not more than 8 hours from the time the PEXA System receives a response from the Land Registry that the Lodgment Case has not been accepted for lodgment to the time the request to release reservation of funds is initiated** Technical
2.15.4 PEXA will send the RBA a Financial Settlement Request Send settlement request to the RBA Not more than 8 hours from the time the PEXA System receives confirmation from the Land Registry that the Lodgment Case has been lodged to the time the settlement request is initiated** Technical
2.15.4 PEXA will send the RBA a Financial Settlement Request Notification of no response from the Land Registry - with Subscriber/s having selected to proceed with Financial Settlement in the case of a Land Registry being unavailable Not more than 8 hours from the time the PEXA System receives no response from the Land Registry within the expected timeframes to the time that the settlement request is initiated** Technical
2.15.5 Notification Notification that Financial Settlement at the RBA has completed Not more than 60 minutes from the time the PEXA System receives a response from the RBA that the Financial Settlement has been completed to the time for request and viewing within the workspace Technical
2.15.6 PEXA will send Payment Integrated Financial institution(s) Payment Instruction File(s) for disbursement processing Send disbursement Payment Instruction File to Payment Integrated Financial Institution(s) Not more than 30 minutes from the time the PEXA System generates the payment instructions to the time the request to send the file is initiated Technical
2.17 Unsuccessful settlement completion Send 'rollback' Payment Instruction File to Payment Integrated Financial Instituion(s) Not more than 30 minutes from the time the PEXA System generates the payment instructions to the time the request to send the file is initiated Technical
2.18.2 Simultaneous Settlement Send Lodgment Verification request to Land Registry (Victoria Only & Simultaneous) Not more than 8 hours from the time the PEXA System receives confirmation from Victorian Duty Authority that the duty assessment for simultaneous transactions has completed successfully to the time the request to the Land Registry for Lodgment Verification is initiated** Technical
2.19.2 Stamp duty commitment to pay request to be sent to the relevant jurisdiction once funds have been successfully settled at the RBA. Send stamp duty commitment to pay request to the Duty Authority for an assessed stamp duty commitment to pay, for Victorian transfer workspaces that are linked for simultaneous settlement or have triggered a stamp duty override. Not more than every 5 minutes during the hours of availability, based on the jurisdiction of the stamp duty commitment request. Technical
2.19.2 Lodgement request to be sent to the relevant jurisdiction once funds have been successfully settled at the RBA. Send lodgement request to the Land Registry, for workspaces that are linked for simultaneous settlement and require lodgement, or Victorian transfer workspaces that have triggered a stamp duty override and stamp duty commitment to pay has been successful. Not more than every 2 minutes during the hours of availability, based on the jurisdiction of the lodgement request. Technical
2.19.2 SDC to pay request timeout and lodgement request timeout notifications actioned where funds have been successfully settled at the RBA. Action notifications of stamp duty commitment to pay requests timeout and lodgement requests timeout for workspaces that are linked for simultaneous settlement or have triggered a stamp duty and lodgement override. All notification alerts to be acknowledged within 15 minutes of receipt. Operational
5 Reports Provide User Reports (excludes End of day extract) Not more than 120 seconds from the time the PEXA System processes the request for a User report to the time the report is generated in the PEXA System Technical
5 End of Day Extract Make End of day extract available Not more than 60 minutes from the time the PEXA System processes the end of day extract to the time the extract is made available. Technical
4.1 Dealing with unapplied funds Notify the Subscriber Line Item owner that Unapplied Funds have now been credited to the correct account as per Subscriber instructions Not more than 1 Business Day from receipt of notification from the Financial Institution that processing of the corrective instructions given have been completed Operational
4.1 Dealing with unapplied funds Provide instructions to Payment Integrated Financial Institution to assist with Unapplied Funds being credited correctly Not more than 1 Business Day from receipt of completed form from the Subscriber Line Item owner Operational
4.2 Dealing with misapplied funds Provide relevant details to the Financial Institution to assist them dealing with Misapplied Funds Not more than 1 Business Day from receipt of completed relevant details from the Subscriber Line Item owner Operational
4.2 misapplied funds Notify the Subscriber Line Item owner the status of the Misapplied Funds Not more than 1 Business Day from receipt of notification from the Financial Institution of the status of the Misapplied Funds by the relevant Financial Institution Operational

** 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.

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