FAQ

Our offices are open 8.30am – 5pm local time weekdays.

If you’re looking for us over the Christmas season, we’ll still be here (but Santa will be closing the office on the public holidays).

General Enquiries

You can contact us here.

Mortgage Processing

• If we haven’t told you that the file is ready to book: resolutions@galilee.com.au
• If we have told you that the file is ready to book: funding@galilee.com.au

Urgent Matters

If your matter is urgent, or has a serious issue that our friendly contact centre team has been unable to rectify, our Team Leaders are here to help.

• If you haven’t received your loan documents yet, please contact Candy NG on (02) 9030 8016
• If you have sent your loan documents back, but the settlment is not yet boooked, please contact Daniel Saad on (02) 9030 8034
• If your settlement is booked, please contact Ellen Farrelly on 03 6128 3702

Live Chat / Iris

You can use our Live Chat feature 8.30am – 5.30pm AEDST weekdays to discuss anything that you normally would over the phone.

If you’d like a status update on a file or need help resetting your Galilee Portal, Iris our Chatbot located in a tab on the right hand side of our homepage is ready to assist you 24/7.

We aim to respond within 48 hours of an email, within 24 hours of a voicemail and within 1 business hour to an offline message.

Documents will be despatched normally within 48 hours of Galilee receiving complete Instructions. However, we can escalate the file but there’s usually an urgency fee applicable (depending on the Lender).

Where the urgency fee is payable, we’ll endeavour to have documents prepared asap (minimum 4 hours).

Certainly! Documents can be collected by Brokers with Lender or Mortgage Manager approval, and by borrowers. Written approval for collection can be sent to us at despatch@galilee.com.au. NOTE: it’s important that ID is brought along, so we can ensure documents are being given to the right person.

Documents can usually be emailed to the Borrower or Broker, but only with Lender / Mortgage Manager approval. Written approval for emailing can be sent to us at despatch@galilee.com.au. NOTE: Some lenders don’t allow emailing of documents.

When executed documents have been returned, a Resolutions Officer will review them within 48 hours (but we are pretty awesome and will review them same day in most cases). If there are any issues, we’ll let you know what these are.

A Resolutions Officer will reach out to you within 48 hours of receiving loan documents if there are any issues. If the loan documents are all in order, the matter will progress straight through to our Funding team and they’ll start organising settlement.

We’re sorry, no – it would be a conflict of interest if we witnessed your documents for you. You’ll unfortunately need to organise your own witness.

We’re sorry, no – we are unable to arrange for a team member to go through your loan documents with you at our office. If you require assistance with these, we recommend you contact your Broker or Mortgage Manager.

Mortgage witnessing requirements depend on the location of the security and where the mortgage is being signed.

• New South Wales: As long as the person is over 18 years old, has known the mortgagor for 12 months (or has sighted appropriate identification) and isn’t another borrower, guarantor or mortgagor on the loan, they can be a witness.
• Victoria: Victorian mortgages do not require any witnessing
• Queensland:
  • Witnessed in Australia: As long as the person is over 18 years old, isn’t another borrower, guarantor or mortgagor on the loan, and is one of these, they can be a witness: Justice of the Peace, Commissioner for Declaration, Australian Lawyer, Notary Public, Licensed Conveyancer
  • Witnessed overseas: As long as the person is over 18 years old, isn’t another borrower, guarantor or mortgagor on the loan, and is one of these, they can be a witness: An Australian consular officer or authorised employee of the Australian Government, a Notary Public, an Australian Lawyer, a New Zealand Lawyer.
• South Australia: As long as the person is over 18 years old, has known the mortgagor for 12 months (or has sighted appropriate identification) and isn’t another borrower, guarantor or mortgagor on the loan, they can be a witness.
• Tasmania: As long as the person is over 18 years old and isn’t another borrower, guarantor or mortgagor on the loan, they can be a witness.
• Western Australia:
  • Witnessed in Australia: As long as the person is over 18 years old and isn’t another borrower, guarantor or mortgagor on the loan, they can be a witness.
  • Witnessed overseas: As long as the person is over 18 years old, isn’t another borrower, guarantor or mortgagor on the loan, and is one of these, they can be a witness:
    • Australian Consular Officer (a person who is appointed to hold or act in any of the following Commonwealth offices in a country or place outside the Commonwealth) such as
      • an ambassador
      • high commissioner
      • minister
      • head of mission
      • commissioner
      • consul or secretary at an embassy
      • high commissioner’s office
      • legation or other post
      • consular-general / consul / vice-consul / consular agent
      • a trade commissioner
• Northern Territory:
  • Witnessed in Australia: As long as the person is over 18 years old, isn’t another borrower, guarantor or mortgagor on the loan, and is one of these, they can be a witness:
    • Justice of the Peace
    • Commissioner for Oaths
    • Lawyer
    • Solicitor
    • Barrister
    • Legal Practitioner
    • Conveyancer
    • Notary Public
    • Member of the Police Force
  • Witnessed overseas As long as the person is over 18 years old, isn’t another borrower, guarantor or mortgagor on the loan, and is one of these, they can be a witness:
    • Commonwealth countries:
      • British / Australian diplomat
      • consular agent in that country
      • Notary Public
      • a person who has authority in that country to take an oath / declaration and whose authority is verified by an office of Judge of the Supreme Court
      • British or Australian diplomat
      • consular agent in that country.
    • Other countries:
      • A British or Australian diplomat or consular agent in that country
      • Notary Public.
• Australian Capital Territory: As long as the person is over 18 years old and isn’t another borrower, guarantor or mortgagor on the loan, they can be a witness.

Independent Legal Advice is required if it is a special condition of the loan. We recommend you seek legal advice if you do not understand the terms of the loan or mortgage, or if you have any questions.

Independent Financial Advice is required if it is a special condition of the loan. We recommend you seek financial advice if you do not understand the terms of the loan or mortgage, or if you have any questions.

Cheque Directions need to be emailed to funding@galilee.com.au – please ensure you add the matter reference number in the subject header so we can action quickly.

A rescheduling fee may apply once settlement has been certified for. Certification is normally undertaken 3 days prior to settlement.

We treat the PEXA fee as an unascertainable cost until the matter is booked in. We will then calculate this and include it in the list of fees being collected at settlement.

However to get a rough idea, refer to the fee schedule on PEXA’s website https://www.pexa.com.au/pricing

For funds being sent or retained in the redraw / offset account, please revert to the Lender or Mortgage Manager for accessibility timeframes. If funds were sent by Telegraphic Transfer, you should see funds in your account within 1 business day. Where funds were sent by Direct Credit, please allow 3-5 business days for receipt.

Surplus funds will be sent to the account details listed on the Authority provided to us. Where no account details were provided on the Authority, funds will be returned to the lender when the matter settles for allocation back to the loan account.

VARIABLE RATE LOANS: Yes, you can.

FIXED RATE LOANS: Yes, where all funds aren’t drawn on for settlement. If we need to request all funds for settlement, we are unable to have surplus returned back to your loan account – these must be sent to an alternative account.

Galilee will attempt two automatic refinance booking attempts through PEXA, with the third attempt being a call to the OFI. We allow 2 days between booking attempts to give the OFI a chance to accept a settlement date on PEXA as per industry guidelines.

If you require settlement to be escalated, the borrower contacting their outgoing financial institution to request an escalation is the best way to get settlement moving along

Galilee require a minimum of 3 clear business days for settlement bookings. If penalty interest is being incurred, please forward a copy of the Settlement Statement to Funding@galilee.com.au with the subject header “[Reference Number]- Escalation Request [settlement date]” and we will review as soon as possible

We will send an automated email to the parties on the matter as soon as the matter is ready to take a booking.

Galilee are embracing PEXA! By keeping our comms within the PEXA workspace, we’re ensuring all information for settlement is easily accessible by all parties. Galilee will attempt two booking attempts through PEXA, with the third being a call. We’ll allow 2 days between attempts to give the OFI a chance to accept a settlement date on PEXA , as per industry guidelines.

If you require settlement to be escalated, the borrower contacting their outgoing financial institution to request an escalation is the best way to get settlement moving along

Yes please! Galilee reviews the form to ensure we’ve been listed as a party that can book settlement in on the borrowers’ behalf. We’ll also check that the security details and the loan number being discharged matches our instructions.

You may be reviewing the loan pack sent to the secondary borrower, which has documents that you get to keep for your reference.

Please DO NOT sign any of these documents. You will be asked to sign the original documents that have forwarded to one of the other Mortgagors

Yes, you can email us a copy of the signed documents to us. However, please note that we are unable to book settlement in without receiving the original documents – these will be made an outstanding item on the matter.

We require proof of penalties as the contract does not state that they will apply, just that they state they may apply. Written confirmation from the Vendors solicitor that they will be acting on their right to apply these penalties will help us prioritise your matter.

Galilee require 3 clear days for settlement to allow time to obtain funds from the Lender and to help ensure settlement day goes smoothly. Should there be penalty interest for settling within this time, please forward a copy of the Settlement Statement showing the penalties to Funding@galilee.com.au with the subject header “[Reference Number] – Escalation Request [settlement date]” and we will review as soon as possible.

There are may reasons why a PEXA settlement doesn’t occur at its scheduled time, and it doesn’t mean that settlement has been cancelled. If all parties in the workspace haven’t completed their tasks, the settlement time will automatically roll over for another 30 minutes. This can occur right up to 5pm AEST (4pm for QLD). For a paper settlement, a party may just be running late to get to the venue. Don’t worry, we’ll let you know if settlement gets cancelled.

There are multiple reasons why we haven’t signed off – these can include non-receipt of funds from the Lender, and outstanding information relating to unsecured accounts. Please be assured we will action this as soon as possible.

When the matter settles, the Broker / Mortgage Manager and Lender will receive an automated email confirming this. We endeavour to advise the settlement status within 30 minutes of settlement taking place and being finalised. Note: For PEXA settlements, it’s possible that settlement may not finalise until after 5pm AEST.

We are ISO 27001 Certified – the world’s highest level of information security certification. This means your data is protected by the most secure and robust systems, eliminating the risk of cyber-attacks.  

To learn more about ISO 27001, click here. 

We will usually provide you with a payout figure 24-48 hours prior to settlement.

Each Lender has different timeframes, however we usually need 2-4 days notice for settlement

This will depend on whether the title format is electronic or paper…

ELECTRONIC: When settlement and registration of the discharge of mortgage has been completed, we will send a Registration Confirmation Statement to the email address noted on our instructions. If we don’t hold an email address, this will be sent by mail.

PAPER: When settlement and registration of the discharge of mortgage has been completed, we will send the paper Certificate of Title to the address noted on our instructions by Registered Post. Alternatively, you can arrange for this to be collected from our office.

Where the username is an email address:

• Iris, the Galilee Chatbot at the bottom of the GOLD Login / Lender login page can assist you with this. We’ll ask you a couple of questions to validate the username, and then send an email to confirm when the login is unlocked.
• If we are unable to validate the details, our Chat team will be able to assist you further during business hours.

If your username is not an email address:

• our Chat team will be able to assist you during business hours.

Where the username is an email address:

• Iris, the Galilee Chatbot at the bottom of the GOLD Login / Lender login page can assist you with this. We’ll ask you a couple of questions to validate the username, and then send an email to confirm when the login is unlocked.
• If we are unable to validate the details, our Chat team will be able to assist you further during business hours.

If your username is not an email address:

• our Chat team will be able to assist you further during business hours.

Please contact galilee.support@galilee.com.au directly.