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Settlement Bookings and Services FAQNational Settlement Services

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Download the Settlement Services Client Reference Guide here (PDF 1.5MB)


Table of contents


How do I get access to National Settlement Services?

Access to National Settlement Services must be enabled for your CITEC Confirm account.

The Request for Access is available from the National Settlement Services menu on the Confirm website.

The following details will be required in order to enable access for your account:

  • CITEC Confirm Account code
  • Company Name
  • Contact Name
  • Email address for the account
  • Phone Number
  • Postal Address

An Invoiced account with CITEC Confirm is a requirement to be granted access to these services. If you are unsure whether your CITEC Confirm account is Invoiced or Pre-Pay, or you would like to set up an invoiced account, please contact the Confirm Service Centre on 1800 773 773 or confirm@citec.com.au.


What services are available via National Settlements Services?

From the National Settlements Services Menu you can create settlement bookings, search and view your existing settlement bookings, lodge settlement notices (QLD), retrieve any search results stored in intelli-Doc, and access the PEXA platform (you must be registered as a subscriber with PEXA before you can access the PEXA platform - see How do I access PEXA through National Settlement Services above for more information).

For detailed instructions on how to use the system, see the Settlement Services Client Reference Guide (PDF 1MB).


What should I do if I'm getting an error message when I try to access a service from the National Settlements Menu?

If your account has not been enabled for National Settlement Services, a Restricted Access page will display with the wording “Sorry you do not have access to this application...”

Refer to How do I get access to National Settlement Services above for details on how to request access to these services.

If you are receiving any other error messages when trying to access these services, please contact the Confirm Service Centre on 1800 773 773 or at confirm@citec.com.au.


Why do I need to create a User Profile?

If you login to the CITEC Confirm website with a 3 tier log in using an account code, userid and password, then you will need to create a User Profile.

Providing your details ensures that our Settlements team can contact you regarding your settlement, and that any documents are returned to the correct postal address.

Your User Profile details will be stored against a Profile ID which will be a combination of the prefix ‘CNF’ and your CITEC Confirm User ID.

Once your User Profile has been set-up you will progress to the settlement service that you selected.


How do I update my User Profile details?

If you login to the CITEC Confirm website with a 3 tier log in, when you select a service under the National Settlement Services Menu the Confirm User Details screen will display once for the session. This allows you to verify that your Profile details are still current.

To update your User Profile details, contact the Confirm Service Centre directly on 1800 773 773 so that the details can be updated immediately. Once the update has been made, you will need to close this window and go back to the Settlement Services menu to ensure that your updated details are applied as you pass through to the selected settlement service.


How do I create a settlement booking?

To book a settlement, click Create a Settlement Booking from the National Settlement Services Menu. The Create Booking input screen will open in a new window. Enter the details required; all mandatory fields are marked with an asterisk.

Once you have entered all the information required to book your settlement, click the Submit button located towards the top left of the screen.


How do I provide my settlement instructions?

The Instruction tab allows you to enter your instructions for the settlement and then generate a coversheet to attach with your documents.

If you have your own instructions template/letterhead then you can continue to use it. Simply attach your settlement instructions to the documents being provided for settlement and send via post or DX.

The postal address for our settlements partner is provided on the settlement instructions coversheet. Click the Print button above the Instructions tab to print a copy of the coversheet.


How do I amend my settlement instructions?

Please email an updated copy of your instructions to the Confirm Service Centre at confirm@citec.com.au.

Please ensure that you include the subject line ‘Updated Settlement Instructions attached’, and within the email, please note:

  1. your Confirm account code
  2. your settlement booking Order Number (if known), and
  3. your settlement date and time.

If you update the details using the Instructions tab, email a copy of the updated Instructions coversheet to the Confirm Service Centre at confirm@citec.com.au.

For any changes on the day of settlement please call the Confirm Service Centre on 1800 773 773. Our Service Centre will transfer you through to the settlements team to enable any last minute changes to be communicated to the assigned settlement clerk.


How do I amend or update my settlement booking?

You can amend or update your settlement booking online up to the day before settlement. Your existing settlement bookings can be accessed via Search your Settlement Bookings and the Bookings Calendar menu links on the National Settlement Services menu.

Once you have located the settlement booking to be updated, the settlement booking details will display on the View/Edit Booking screen.

Update the details required then click the Submit on the top left of the screen.

For any changes on the day of settlement, please call the Confirm Service Centre on 1800 773 773. The Service Centre will transfer you through to the settlements team to enable any last minute changes to be communicated to the assigned settlement clerk.


How do I search for an existing settlement booking?

Your settlement bookings can be accessed via the Search your Settlement Bookings and the Bookings Calendar menu links on the National Settlement Services menu.

To search for a settlement booking, select Search your Settlement Bookings from the National Settlement Services Menu. On the Settlement Bookings search screen enter your search criteria and click Apply Filter to conduct the search. Any settlement bookings found will display onscreen. Simply click the Order No. link in the results table to view the details.

To view your settlement bookings in calendar view, select Bookings Calendar from the National Settlement Services Menu. You can view the calendar by month, week or day using the button on the top right of the screen. To view a settlement booking, click on the entry in the calendar.

Refer to the Legend underneath the calendar for definitions of the status colours on the booking entries.


When are settlement services billed to my account?

Settlement services are billed on completion of the settlement. The transactions will be available in the Confirm usage reports once the items have been billed.

To view a usage report for your Confirm Account, go to the Reports link on the Confirm menu at the top right of the Confirm screen. Select either Daily or Monthly usage report, depending on your requirements.

You will also be able to view the billing details for completed settlements through the Billing tab on your settlement booking. Simply look-up the settlement booking through the Bookings Calendar or via Search your Settlement Bookings from the National Settlements menu, and then go to the Billing tab.


How do I access PEXA through National Settlement Services?

You can access PEXA through CITEC Confirm by selecting Create a Settlement Booking from the National Settlements Services menu. The Create Booking screen will display. There are PEXA buttons for Register and Log In located onscreen.

In order to access PEXA through CITEC Confirm you will need to register as a Subscriber with PEXA, and nominate our PEXA partner, GlobalX as your PEXA sponsor.


How do I register for PEXA?

If you need to register with PEXA then click the Register button to begin your online registration via the PEXA website. There are 2 parts of the registration process:

  1. the online registration process, and
  2. the face-to-face verification of identity (VOI).

During the online registration you are required to select how you will access PEXA. In order to access the PEXA Platform through CITEC Confirm, you will need to select our PEXA partner, GlobalX as your PEXA sponsor.

For more information on the Registration process, see our eConveyancing hub or go to the PEXA website.


How do I log in to PEXA?

If you are already registered with PEXA, and have nominated our PEXA partner, GlobalX as your PEXA sponsor, then you can access PEXA through Create a Settlement Booking. Click the PEXA Log in button loacted at the top right of the Create Booking screen.

The first time you log in, a pop-up window will display on top of the PEXA login screen to request permission for our PEXA partner, GlobalX to link your PEXA account. Linking the account will mean that you will not have to enter your PEXA subscriber login details every time you login to PEXA through the settlements screens. Next, select Confirm to link the accounts.

The PEXA platform currently requires that your password is reset every 30 days. The PEXA login screen will display whenever your password has been reset so that these details can be updated.


I have already registered with PEXA. How do I change my PEXA sponsor, in order to access PEXA through CITEC Confirm?

If you are registered as a subscriber to access PEXA via another Sponsor, you can change your method of access by completing a Change PEXA Sponsor Form (DOCX 39kb) which is available from the eConveyancing hub on the Confirm website.

You can also contact the Confirm Service Centre on 1800 773 773 or at confirm@citec.com.au to be emailed a copy of the form.

You will need to nominate our PEXA partner, GlobalX as your Incoming Sponsor on the form.

Once you have completed the details required, please email or post the form to CITEC Confirm and we will submit the request to PEXA on your behalf. PEXA will advise all parties when the change has been completed.


How do I lodge a settlement notice for a Queensland property?

You can submit a Form 23 online to have a settlement notice lodged on your behalf through QLD Settlement Notice Lodgement. An authority letter is required for the Form 23 to be signed and electronically lodged on your organisation's behalf. A template for the details required to be provided on the letter of authority is available from the QLD Settlement Notices input screen.

Post the original letter of authority signed by the appropriate person in your organisation to our settlements partner, GlobalX. The postal and DX details are available on the letter of authority template and QLD Settlement Notices input screen. GlobalX will retain the letter of authority for future use for any further settlement notices lodged by your organisation.

You will need to complete a Form 23 Settlement Notice (unsigned) which you will upload to your order when you complete the details on the QLD Settlement Notices input screen. The Form 23 template is also available from the input screen.


How do I retrieve any results stored online (including Settlement Notice Lodgement Advice and Final Searches)?

Go to View My Results (intelli-Doc) on the National Settlement Services menu. The intelli-Doc screen will display. You can search for documents using the date range, Keyword and File Reference search fields.

Documents in intelli-Doc can be emailed or saved to another location using the Email and Save buttons.