How do I get access to these services?

If your account doesn’t have access to these services, a Request for access screen will show when you attempt to use a service. Simply complete this form.

You’ll receive an email from our Customer Service Centre once access has been enabled.

I’m getting an error message when I try to access a service

If you’re receiving an error message, please contact us on 1800 773 773 or at confirm@citec.com.au.

What services are available via national settlement services?

From the National settlement services menu, you can:

• create settlement bookings
• search and view your existing settlement bookings
• lodge priority notices (QLD)
• retrieve any search results stored in intelli-Doc
• access the PEXA platform.

You must be a registered subscriber with PEXA before you can access the PEXA platform.

For detailed instructions on how to use the system, read the Settlement services user guide.

Why do I need to create a user profile?

If you log in to the CITEC Confirm website using an account code, user ID and password, you’ll need to create a user profile. Providing your details ensures that you can be contacted about your settlement, and that any documents go to the correct postal address.

Your user profile details will be stored against a profile ID which includes the prefix ‘CNF’ and your CITEC Confirm user ID. Once your user profile is set-up, you’ll progress to the settlement service that you’ve selected.

How do I update my profile details?

To update your user profile details, contact our Customer Service Centre on confirm@citec.com.au or 1800 773 773.

Once the update has been made, you’ll need to go back to the National settlement services menu. This will ensure your updated details apply as you pass through to the selected settlement service.

How do I create a settlement booking for a manual settlement?

To book a settlement:

1. Click ‘Create a settlement booking’ from the National settlement services menu.
2. Enter the required details and submit.

How do I provide my settlement instructions?

The ‘Instructions’ 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, you can continue to use it. Simply attach your settlement instructions to the documents for settlement and send via post or Document eXchange.

The postal address for our settlements partner is on the settlement instructions coversheet. You can print your instructions on the bookings screen.

How do I amend my settlement instructions?

To amend your settlement instructions, email an updated copy of your instructions to our Customer Service Centre on confirm@citec.com.au and ensure you:

• include the subject line ‘Updated Settlement Instructions attached’
• note your Confirm account code, settlement booking order number (if known) and settlement date and time.

If you update the details using the Instructions tab, email the updated ‘Instructions’ coversheet to our Customer Service Centre.

How do I amend or update my settlement booking?

You can amend or update your settlement booking online up to the day before settlement. Follow these steps to update your settlement booking:

1. Access existing settlement bookings via ‘Search your settlement bookings’ or ‘Bookings calendar’ on the National settlement services menu.
2. Once you locate the settlement booking, the details will display on the ‘View/Edit booking’ screen.
3. Update the details and submit.

How do I search for an existing settlement booking?

To search for a settlement booking:

1. Select ‘Search your settlement bookings’ from the National settlement services menu.
2. Enter your search criteria and search.
3. Any settlement bookings found will display onscreen. Simply click to view the details.

To view your settlement bookings in calendar view:

1. 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.
2. To view a settlement booking, click on the entry in the calendar.

How do I book an electronic settlement?

To book an electronic settlement:

1. Click ‘Create a settlement booking’ from the National settlement services menu.
2. Tick the checkbox to Book an Electronic Settlement.
3. Enter the required details and submit.

Dye & Durham Legal (D&DL) will contact you via email advising the documentation you will need to provide to engage their services, including Client Authorisation and Verification of Identity.

When are settlement services billed to my account?

Settlement services are billed when settlement completes. The transactions will be available in the Confirm usage reports once the items are billed. Refer to account payments and reports for more information.

You can also view the billing details for completed settlements through the ‘Billing’ tab on your settlement booking. Simply look up the booking through ‘Bookings calendar’ or via ‘Search your settlement bookings’ from the National settlement services menu.

How do I lodge a priority notice for a Qld property?

You can submit a form online to have a priority notice lodged on your behalf through ‘QLD priority notice lodgement’.

To lodge a Qld priority notice:

1. Complete a Priority Notice Form (unsigned) – the template is available via the Property Information screen (see step 2).
2. On the Property Information screen, select Settlement Priority Notice and upload the unsigned Form.

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

Go to ‘View my results (intelli-Doc)’ on the National settlement services menu. Search for documents using the date range, keyword and file reference search fields.

You can also email and save documents.

Our Customer Service Centre is here to help you between 8:00 am – 5:00 pm, Monday to Friday.