Galilee Logo

Frequently Asked Questions

GENERAL QUERIES

What are your hours?

We're open 8.30am - 5pm AEDST 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).

What are your contact details?

Email

  • 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

Escalation points

If your matter is beyond urgent has a serious issue, our Team Leaders are here to help.

  • If we haven’t told you that the file is ready to book:
         Resolutions Team Leader – Dan Ashworth-Preece
         E: dan.ashworth-preece@galilee.com.au
         P: (07) 3227 9823
  • If we have told you that the file is ready to book:
         Funding Team Leader – Corey Amos
         E: corey.amos@galilee.com.au
         P: (07) 3227 9808

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 on the top-right corner of our Homepage can help you out with this 24/7!

Office contact details

Queensland

P: (07) 3227 9800
F: (07) 3012 9846
Level 6, 444 Queen Street, Brisbane
Mail: GPO Box 585, Brisbane QLD 4001

New South Wales

P: (02) 9324 8000
F: (02) 9324 8080
Level 11, 60 Carrington Street, Sydney
Mail: PO Box Q147, QVB Post Shop, NSW 1230.

Victoria

P: 03) 9604 9700
F: 03) 9604 9754
Level 15, 356 Collins Street, Melbourne
Mail: GPO Box 4721, Melbourne VIC 3001

South Australia

P: (08) 8415 2500
F: 08) 8410 1196
Level 4, 45 Grenfell Street, Adelaide
Mail: GPO Box 585, Brisbane QLD 4001

Tasmania

P: 03) 6220 8700
F: 03) 6223 8309
Level 2, 119 Macquarie Street, Hobart
Mail: GPO Box 585, Brisbane QLD 4001

Western Australia

P: (08) 9278 6100
F: (08) 9278 6110
S15, Level 3, 189 St Georges Terrace, Perth
Mail: GPO Box 585, Brisbane QLD 4001

Why hasn’t someone replied to my email / offline message?

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

Why has no one called me back?

We aim to respond within 24 hours of a voicemail / message left and within 1 business hour to an offline message.

MORTGAGE MATTERS

Can you escalate the preparation or issuance of documents?

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).

Can loan documents be collected?

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.

Can you email the documents?

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 will documents be sent?

Documents will normally be despatched within 48 hours of Galilee receiving complete and correct instructions.

When will you check the loan 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.

When will I hear from a Resolutions Officer?

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.

Can you witness my documents for me?

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.

Can you go through the documents with me if I come in to your office?

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.

Who can we use to be a witness for the mortgage?

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.

Do I have to get independent legal advice?

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.

Do I have to get independent financial advice?

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.

Can I email the loan documents back to you?

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.

The documents I have received have a copy stamp and the pack looks incomplete. Why?

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

I have sent the Discharge form to my bank - do you need a copy?

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.

How can I provide you with outstanding items?

You're able to upload these documents directly into our system by using the URL link noted in the Documents sent, Documents returned with outstanding issues, or Outstanding Document follow-up notification.

This is a much quicker way to progress your file than sending an email!

Why won’t you call the bank to book settlement?

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

How will I know if settlement is ready to book?

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

How much notice do you need to book in settlement?

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

I keep getting failed Refinance Booking attempt notifications. When will you call the OFI?

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

When will I know what the funds available are?

We will notify the relevant parties of funds available as soon as we are ready to book settlement.

Why do you need to ask for POF's again?

It is very important that we ensure that the account has the balance paid out. We need to make sure that the payout figure is as up to date as much as possible so that there isn’t a balance left outstanding after

Can I leave surplus funds in the loan for redraw?

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.

Where will surplus funds be sent?

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.

When will I get surplus funds in my bank account?

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.

What will the PEXA fee amount be?

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

At what point can I reschedule settlement without a recertification fee being charged?

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

Where do I send cheque directions to?

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.

How will you confirm settlement has been completed?

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.

Why haven’t you signed off in the PEXA workspace?

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.

Why hasn’t the loan settled on PEXA– this was due hours ago?

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.

Why can’t you take a same day booking?

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.

The Contract of Sale says there will be penalty interest - why do I need to show evidence?

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.

KWIL - BORROWER PORTAL

I have signed my documents in Kwil, but I’m not happy with what my signature looks like. Can I get my signature reset?

For documents signed electronically, the appearance of your signature is not extremely important as the true “signature” is your digital imprint i.e. your IP address and your personal login credentials. If you would still like this reset, our IT Support team can help you - please reach out to them using our Live Chat feature.

Why can’t I see the documents to sign?

Documents that need to be signed are located in the SIGN section and are viewable once you have completed your signature on the signing pad. Don’t worry – this doesn’t mean that you have signed the documents without reading them…we’re just storing your signature for when you are ready to sign them with a click of a button.

I haven’t received the login details (email / SMS)

This means that we’ve likely been instructed with an incorrect mobile number. Please reach out to our Live Chat team, and they’ll assist you with what will need to happen next.

I can’t sign my loan documents – they appear as “locked”

Documents will appear as locked when it is being read / signed by another borrower. Once the other party has finished completing the document, refresh your browser – this will now let you open and complete.

I can’t upload documents because the file is more than 10MB – what can I do?

If you are unable to resize the document, you can email them to us at resolutions@galilee.com.au – you’ll then just need to tick the box “another party to provide this on my behalf” so you can progress to finalising and submitting your documents.

I can’t see the FINALISE option

You are only able to finalise the documents once all steps have been completed.

  • Check the READ / SIGN sections to ensure all documents have a big green tick
  • Check the UPLOAD section to ensure all documents have been uploaded OR Another party will provide this on my behalf has been ticked

I’m getting an “Oops, please try again” error message

Some people encounter issues when using Internet Explorer – please try using Chrome as the browser to see if the error still occurs.

DISCHARGE MATTERS

When will the payout figure be provided?

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

When is the earliest date for a settlement booking?

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

I have paid out my loan. Where will the title be sent?

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.

IT SUPPORT

I have locked myself out of the portal. How can I unlock it?

Where the username is an email address:

  • Iris, the Galilee Chatbot at the top right corner of our webpage 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 Live Chat team will be able to assist you further. If they’re offline, leave a message and they’ll come back to you when the login is unlocked.

If your username is not an email address:

  • our Live Chat team will be able to assist you further. If they’re offline, leave a message and they’ll come back to you when the account is unlocked.

I can’t remember my password – how can I reset it?

Where the username is an email address:

  • Iris, the Galilee Chatbot at the top right corner of our webpage 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 Live Chat team will be able to assist you further.

If your username is not an email address:

  • our Live Chat team will be able to assist you further. If they’re offline, leave a message and they’ll come back to you when the login is unlocked.

How do I obtain a login to be able to use the portal?

Our Live Chat team will be able to assist you further. If they’re offline, leave a message and they’ll come back to you when the login has been created.