NSW Digital Minister Urges PEXA to Improve Outage Reporting

Brief Overview

• The NSW Digital Minister is calling for PEXA to enhance reporting on outages and resolve issues more swiftly.
• PEXA documented 92 outages in 2024; 10 from internal sources, with the rest stemming from outside network problems.
• In 2025, 35 notable disruptions occurred; 15 were internal, while 20 were external.
• Reforms in interoperability are intended to boost competition in electronic conveyancing.
• These reforms were on hold in 2024 due to banking apprehensions, but resumed in February 2025.

Enhancements in PEXA’s Outage Reporting

The NSW Minister for Customer Service and Digital Government, Jihad Dib, has requested that electronic conveyancing provider PEXA Group improve their incident reporting and hasten the resolution process for service outages. Dib recently convened with the ASX-listed company to discuss the transparency issues related to service interruptions over the past 19 months.

Causes of Service Interruptions

PEXA reported 92 outage events in 2024, with 10 attributed to internal matters, while the remaining were associated with external networks such as banks and land registries. For 2025, there were 35 major service interruptions noted, with 15 from internal concerns and 20 related to third-party networks.

Enhancing Communication and Reaction

During a NSW budget estimates hearing, Dib highlighted the critical need for improved communication and faster response times, pointing to regular updates from the Registrar General regarding outages. He underscored the necessity of differentiating PEXA’s obligations from issues stemming from third parties, a point recognized by PEXA.

Reform in Interoperability and Market Dynamics

Dib’s remarks align with the ongoing initiatives aimed at boosting competition in electronic conveyancing through the interoperability program. This initiative, spearheaded by the Australian Registrars National Electronic Conveyancing Council (ARNECC), is designed to establish links between electronic lodgement network operators (ELNOs) such as PEXA and Sympli, and banks involved in real estate transactions.

Obstacles and Future Outlook

The reform was halted in June 2024 due to concerns from the banking sector, but it resumed in February 2025, with expected findings due next month. Dib acknowledged the market challenges and expressed interest in a cross-functional ministerial forum on e-conveyancing, advocating for increased federal participation.

Conclusion

PEXA is being urged by the NSW government to better manage its service outages and increase transparency in its reporting practices. As the reforms in the e-conveyancing domain continue to develop, the emphasis remains on enhancing competition and ensuring reliable service.

Q: What is the primary issue regarding PEXA’s service?

A: PEXA has encountered a number of service outages, primarily caused by both internal and external network issues.

Q: How many outages did PEXA experience in 2024 and 2025?

A: For 2024, PEXA reported 92 outages, while there have been 35 significant disruptions recorded in 2025 to date.

Q: What does the interoperability program entail?

A: The interoperability program is designed to forge connections between electronic lodgement network operators and banks to enhance competition within the e-conveyancing sector.

Q: What led to the pause in the reform in 2024?

A: The reform was put on hold due to concerns raised by the banking sector, but it resumed in February 2025.

Q: What are the expectations for the upcoming review results?

A: The review results are anticipated to clarify the current condition of the e-conveyancing market and guide future actions.

Q: How is PEXA addressing the concerns of the government?

A: PEXA is engaging in inquiries and regulatory reviews to showcase the value of its offerings and tackle the concerns raised by the government.