At Westpac we are clearly supportive of a safe, simple and efficient experience for all our customers, practitioners and employees and we are driven to help improve the property transfer industry overall. Our collective goal is to make settlement a smooth transaction for all involved. We have embraced this pilot to help identify opportunities to streamline the process and provide a seamless experience in the lead up to settlement for all involved.
To further support this move to a better experience for all involved in the process, we are committing to several additional initiatives to improve our digital settlement experience with automation, regular reviews of PEXA transfer guideline reporting, and improving communication with our lenders. This will enable an earlier return of critical loan documentation to provide an optimal settlement service for our customers.
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Hi Courtney, I'm so sorry to hear you've had this experience, particularly with our phone lines within Westpac. Since late January this year we've added a dedicated option to our Settlement Booking Hotline which is directly answered by our operational team here in Adelaide, with people skilled in using PEXA answering the calls. The phone line has been very popular, we've received several thousand calls since implementation, and as such we will absolutely keep this going and continue to invest as the demand for this phone line grows. If you have any more feedback you'd like to share with me please don't hesitate to send me a direct message - with feedback we can make improvements and ensure this service is meeting the requirements of everyone involved. Sarah
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