Pursuant to 15.5 of the ELNO Conditions of Approval, the Registrar General may waive compliance with any condition of approval if the Registrar General considers it appropriate and following good faith consultation with any affected party.
Current Waivers
PEXA's/Sympli's obligations are partially waived as follows:
Partial waiver of clause 6.2(a)
Pursuant to clause 15.5 of the Approval Conditions, on and from 29 June 2026, PEXA’s/Sympli’s obligation to report against the service level metrics under clause 6.2(a) and Schedule 3 are waived as specified in the “NSW Approval Condition Requirement” column below, provided that PEXA/Sympli satisfies its obligation to report its performance against the metric for the equivalent performance level under the Operating Requirements, noted in the “OR requirement” column below, and provided it has otherwise complied with all other obligations under the Operating Requirements and Approval Conditions.
| Operating Requirement | Service Description | OR Requirement | NSW Approval Condition | NSW Approval Condition Requirement |
|---|---|---|---|---|
| Sch 2 clause 5.1.1 | Verbal Enquiry wait times / Call Waiting | 75% Verbal Enquiry answered within 2 minutes | Sch 3 “Metrics” row, first row | Call Waiting: 75% calls answered within 1 minute |
| Sch 2 clause 5.2.3 | Verbal Enquiry escalated | <10% of all Verbal Enquiries | Sch 3 “Metrics” row, third row | Call Escalated at Task: <35% |
| Sch 2 clause 5.2.4 | Written Enquiries Actioned – not requiring escalation | 90% of Written Enquiries Actioned within 3 Business Days | Sch 3 “Metrics” row, fourth row | Email answered: 100% within 3 Business Days |
| Sch 2 clause 5.2.5 | Written Enquiries Actioned – requiring escalation | 85% of Written Enquiries Actioned within 5 Business Days | Sch 3 “Metrics” row, fifth row | Email Answer Requiring Escalation: 100% within 5 Business Days |