PEXA Statement on eConveyancing Industry Misinformation
By PEXA - 28 July 2025
As Australia’s pioneering digital property settlement platform, PEXA has proudly revolutionised the conveyancing sector since 2013 through significant investment, technology innovation, and an unwavering commitment to security and service excellence. Our network connects over 10,000 legal practitioners and 160 financial, government and statutory bodies, representing a decade of development and hundreds of millions of dollars in capital investment into Australia.
PEXA has over 600 loyal and dedicated Australian employees who work hard on delivering an easier and better customer experience for all Australians buying or selling a house; this experience is a far cry from the paper-based model of the past, and from what is happening in other countries.
PEXA and Australia’s eConveyancing sector are now subject to a Federal Senate Inquiry and a NSW Upper House Inquiry. We expect these two very important forums will promote constructive dialogue on the structure of the eConveyancing industry. These public debates need to be based on fact and evidence to be effective. Unfortunately, PEXA has been the subject of a campaign of misinformation and false claims about our service delivery by our well-resourced competitor, Sympli (funded by ASX and ATI Group), and InfoTrack, a prominent provider of legal software and services, also owned by ATI Group.
This campaign has consistently misrepresented PEXA’s operational performance and pricing approach and has overstated customer impacts to pressure various Governments to endorse policies that would enable a regulatory framework allowing Sympli to leverage PEXA’s intellectual property and investment.
Given this misleading campaign, it is imperative for us to correct the record with facts and evidence to inform a constructive and fair public policy debate.
To set the record straight:
- While any service disruption is regrettable and not ideal, PEXA has not been responsible for 951 outages as has been implied by our competitor. Of the 92 service disruptions within the eConveyancing ecosystem in 2024, PEXA was responsible for 10, with external networks such as banks and land registries connecting into the PEXA platform responsible for the remainder. All causes of disruptions to PEXA and integrating networks are transparently available on our website here.
- As the orchestration engine for property settlement and lodgement, PEXA provides transparency across the national interconnected network to help platform users understand where a service disruption may be occurring, and details related to resolution so they can still work towards an on-time settlement. Attributing blame to PEXA for many of these service disruptions is like blaming a restaurant that can’t settle a bill because their bank’s payment system is down; it is outside of their control.
- While a service disruption may have an adverse impact on a very small number of people, there is no evidence of “dozens of people unable to get into their homes” as purported by media outlets and our competitor.
- Furthermore, PEXA is now one of the most heavily regulated parts of the property sales process with many consumer protections requirements, including price protections – price increases are linked to Consumer Price Index (CPI) – service levels and security requirements, and reporting requirements to our State and Federal regulatory bodies.
Healthy market competition must be based on innovation and investment, not misinformation and overstated claims to discredit your competitor.
Our focus remains unwavering: delivering secure, reliable property settlements for Australian homeowners, while maintaining the integrity of our financial system.
Specific claims made:
| Date (click to link to claim) | Misinformation claims on social media |
Facts – setting the record straight |
| “How can we rely on a single, mostly unregulated and private, entity to handle all settlements?” | PEXA is one of the most regulated parts of the property supply chain, with national price and service level requirements. | |
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“A concerning incident on Thursday with login issues on the PEXA system across Australia and trust accounts seemingly overdrawn.” |
There is no evidence that any accounts were overdrawn. | |
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“It is reported that PEXA’s platform continues to experience regular outages, with six more during April and May, including a ‘login issue’ that lasted more than two hours.” |
Of the 9 total significant service disruptions recorded in April and May 2025, only 3 were attributed to PEXA. |
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“This is not only a tech failure but will impact families who are waiting for their properties to settle so they can move into their homes.” |
Everyone who rescheduled settlement for later the same day was able to settle. |
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“Another PEXA outage today impacting financial settlement with a major bank.” |
This was not a PEXA outage. The root cause originated from a bank’s system and was out of PEXA’s control. PEXA worked with the bank to promptly resolve and keep customers updated. |
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“There is a PEXA monopoly single point of failure which experienced more than 95 outages in 2024.”
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Source of incidents recorded in 2024, attributed to: 52 – Financial Institutions |
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“Another PEXA outage” |
This was an issue on the side of a Land Registry and not a PEXA outage. When we alerted the Land Registry of the issue, it implemented a fix quickly. |
Clare Gill, GM Corporate Affairs, T: +61 0467 284 154, E: CorporateAffairs@pexa.com.au
Ange Lewis, PR Manager, T +61 0410 276 909, E: CorporateAffairs@pexa.com.au
1 For calendar year 2024 there were 92 service disruptions that effected the ecosystem. For the 12 months from Feb 24-Jan 25 there were 95.