Settle Easy service charter

This charter outlines what you can expect from us and how you, our customers, can help us to deliver a professional, reliable and consistent service.

Our commitment to you:

We recognise that the service we provide you is integral to your needs.

We are committed to delivering an online conveyancing service that is:

● expert
● simple
● transparent
● cost-effective.

We’ll strive to:

● keep you updated, in real time, every step of the way
● explain anything you are unsure about
● really listen to your concerns and respond promptly and professionally
● recommend additional services and products that we think might help you
● help you complete all online forms faster and easier than ever before
● do more than you expect.

Our customer service principles:

Accessibility
Our customers will receive accurate, up-to-date information through reminders, notifications and telephone calls.

We will be personable and accessible and meet our customer’s special needs wherever possible.

We will be proactive in keeping our customers informed about their specific conveyancing issues or conveyancing in general.

Responsiveness
We pride ourselves on responding to our customers in a timely and efficient manner and we are committed to enhancing and improving our services and welcome any feedback you may have.

Privacy
Your privacy is paramount.

We have systems and policies in place to ensure that we protect our customer’s confidential information. We do not disclose the information you give us to other parties (unless you explicitly authorise us to do so), other than as required by law to complete the conveyancing process.

Transparency
We will keep our customers updated every step of the way so informed decisions can be made based on:

● potential challenges and risks
● your rights
● costs involved
● other relevant information.

Communication
We will communicate with our customers using respectful, simple and easy-to-understand language.

Most of our communication will be via email and telephone. Our customers may also choose to receive sms notifications from us throughout the conveyancing process.

We welcome your feedback and encourage you to let us know if we could be doing
better.

Excellence
We strive for excellence in everything that we do. We are committed to applying our knowledge, professionalism, innovation and intelligence to redefine the conveyancing industry and to make online conveyancing as simple and streamlined as possible.

Quality
Our people understand your issues because of their extensive experience within the conveyancing industry. We take the time to listen to our customers and understand their needs. We strive to deliver our services to our customers in a timely, accurate and caring manner. We will address customers’ concerns as soon as possible and ensure that identified issues are resolved. We will accept responsibility for following through on commitments given to our customers. We will take responsibility for making prompt and effective decisions. We will work with each other to continuously review the way things are done and seek better ways of doing things.

Your feedback

We value your compliments, complaints and suggestions. Your feedback is used as an indicator of our performance against our service standards and helps us to provide you with a better service. You can provide feedback by completing this online form. You can also send us an email at feedback@settleeasy.com.au or contact us on 1800 88 66 88.