We know that the successful completion of a property transaction requires everyone to play their part, and we’re committed to supporting our members in every transaction they complete.

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 members to treat their fellow members, and our team, with dignity and respect.  

This Member 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 members’ regulatory bodies.

Key Principles 

We expect that our members 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 members 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 member 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 Member Code of Conduct may result in a member’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 members, has a role to play in ensuring the smooth completion of property transactions.  

*To ensure transfers proceed smoothly, we encourage all of our members 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.

At PEXA, we are always looking for ways to improve your digital settlement experience and your feedback helps focus our priorities on what matters to you. We strive to provide you with the best possible service and aim to respond to your enquiries as quickly as possible. 

How can I provide feedback? 

Please provide your feedback by contacting the PEXA Support Centre via email or phone. You may also provide your feedback to any of PEXA’s employees and they will communicate it within the relevant channels in the business.  

By giving us as much information as possible, you’ll be helping us provide you with a quicker response. We recommend that your feedback have the following information:  

• Your contact information 
• Issue/s raised 
• Time and date of occurrence 
• Desired outcome  
• Any other information required to properly respond to the matter (for example, Workspace ID) 
• Any support requirements of the complainant 

In order for you to track your feedback or complaint, you will be given a unique reference number within one business day.

Feedback regarding a possible breach of PEXA's privacy obligations should be made via the channels described in our Privacy Policy.

What happens when a complaint is made? 

All members of PEXA’s staff are empowered to manage and resolve complaints on the spot, where appropriate.  

Where this is not possible, we will aim to resolve a complaint within 15 business days. Complainants will also be advised in the unlikely event that more time is required. 

PEXA will investigate the circumstances of each complaint and provide a response which will outline:  

• The actions taken by PEXA in response to the complaint 
• The outcome of the complaint (for example, an improvement to a product por service) 
• The reasons for any decision/s made 
• Any remedy PEXA is prepared to offer 

Definition of complaint 

PEXA defines a complaint as an expression of dissatisfaction made to or about PEXA (where the root cause of an issue is within the control of PEXA), and which may be related to PEXA’s platform, processes, services (which include onboarding and training programs), staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.  

Who can be a complainant? 

• A PEXA member; 
• A customer of a PEXA member, provided the complaint is made via the member who represented them in their transaction; and 
• A direct user of PEXA’s products or services  

What if I am dissatisfied with PEXA’s response? 

Should complainants be dissatisfied with PEXA’s response, they may request an internal review by providing us with written notice within five business days of receiving our response.  

When it comes to security, keeping personal details and sensitive banking information safe is our number one priority.

We’re always working behind the scenes to equip our systems with the latest world class security measures.

To help stay safe online, visit our Security Hub for best practice advice and ways to report suspicious activity.

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We’re here to help

The PEXA Support Centre acts as your one-stop-shop whenever you require assistance. Whether it’s logging, updating or escalating a request or incident, our Support Centre will respond to your request in a timely manner and provide you with the assistance required to get your job done.

One of our friendly support staff is available to assist you from Monday to Friday, 8.30am – 8.00pm AEST/DT. Please note, the Support Centre is closed on national public holidays and weekends.

E: support@pexa.com.au
T: 1300 084 515
F: 03 9621 2182

In order to assist you, the Support Centre may use Team Viewer to remotely access your desktop and support you in resolving your queries. Team Viewer will automatically generate a user ID and password which you will need to provide to the Support Centre. Click on the button below to get started.

Launch Team Viewer

Further information

Our Service Charter describes the services provided to you when transacting in PEXA, and our service commitments once registered as a PEXA Subscriber.