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PEXA Help Centre
Discover articles, help cards, how-to videos and webinars to help you use PEXA Products.
Register for PEXA
Learn how to register and use PEXA by completing our registration form.
Need support?
The PEXA Support Centre offers fast, expert assistance with the PEXA platform. Our customer support team have the technical expertise to help resolve your request promptly and ensure your settlement experience keeps moving forward.
PEXA customer support is available Monday to Friday, 8:30am – 6:30pm AEST/DT. Please note, the Support Centre is closed on national public holidays and weekends.
Contact us today via:
T: 1300 084 515
E: support@pexa.com.au
We recommend that you have the following information on hand:
- Your contact details
- Issue(s) to be raised
- Time and date of occurrence
- Desired outcome
- Any other information to help us properly respond to the matter (e.g. Workspace ID)
- Any support requirements of the complainant
Track your request with ease
Your support specialist will provide you with a unique reference number within minutes so you can track your query.
Want to give us some feedback?
We love hearing from our customers. It’s what enables us to continually improve your PEXA experience by focusing on what matters to you.
To share your feedback, contact the PEXA Support Centre on 1300 084 515. You can also share your thoughts and ideas with your PEXA Account Manager.
Please note: Feedback regarding a possible breach of PEXA’s privacy obligations should be made via the channels described in our Privacy Policy.
Our Award-Winning Customer Service Team
We’re thrilled to share our Customer Service team has been recognised as the Customer Service Team of the Year – Large Organisation, at the 2024 Australian Service Excellence Awards!
This achievement is a testament to the team’s unwavering efforts to put our valued customers at the forefront and our commitment to support and enhance the customer experience.
We thank our dedicated team for their outstanding support and our customers for their continued trust in us.
When a complaint is made
PEXA’s Customer Services 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 following the date of the complaint. Complainants will 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 or service)
- The reasons for any decision(s) made
- Any remedy or resolutions that 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 customer
- A customer of a PEXA customer, provided the complaint is made via the customer who represented them in their transaction
- A direct user of PEXA’s products or services
What if I am dissatisfied with PEXA’s response?
If you are dissatisfied with PEXA’s response, you may request an internal review by providing us with written notice within five business days of receiving our response.
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.
Stay smart, stay safe
When it comes to security, keeping personal details and sensitive banking information safe is our number one priority. We help keep you safe by offering regular security webinars and if you are a buyer or seller using PEXA Key, your settlement will be protected by our Residential Seller Guarantee.
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.
Customer code of conduct
We know that the successful completion of a property transaction requires everyone to play their part, and we’re committed to supporting our customers in every transaction they complete.
Get in touch
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
