General FAQs

What is NAB Escrow?

The NAB Escrow service is designed to provide a secure, transparent service for sellers. It allows a seller to invite a buyer to deposit payment(s) for provision of services into an Escrow account managed by NAB, on the basis that any payment is kept separate from the general funds of the seller.

The funds are held in an Escrow account until both the seller and the buyer agree to a release of payment, or another event occurs that requires NAB to deal with the funds. Upon receipt of valid instructions, NAB will release the payment from the Escrow account in accordance with the applicable terms of the NAB Escrow service.

How does NAB Escrow work?

  1. After successfully registering with the NAB Escrow service, the seller (barrister) receives login details for the NAB Escrow portal.
  2. A buyer (client) contacts the seller and requests representation or advice over the ensuing months. The seller provides a cost agreement and fee estimate to the buyer, and obtains consent to use their contact details to invite them to participate in the service.
  3. The seller logs into the NAB Escrow portal, creates a new matter and adds the buyer’s contact details.
  4. The buyer receives an invitation email with the NAB Escrow service terms and conditions.
  5. Once the buyer is successfully registered, the seller sends a deposit request to the buyer using the portal.
  6. The buyer receives a deposit request email containing the requested deposit amount and due date, plus a unique Escrow deposit reference number.
  7. The buyer deposits funds into the Escrow account. Both the seller and buyer are notified.
  8. The seller regularly invoices for work and uses the portal to request payment from the Escrow account.
  9. The buyer receives a payment release request email and has the opportunity to raise a dispute. If no dispute is raised within the specified timeframe, the funds are released to the seller's nominated bank account.
  10. When the matter is completed, you can close the matter via the NAB Escrow portal and its corresponding Escrow account will be closed.

Who operates the Escrow account and how is it governed?

Funds are held securely by an Escrow agent in a basic deposit account. Only the Escrow agent is authorised to operate the account.

Does the Escrow account earn interest?

The Escrow account doesn’t earn interest.

Is there a minimum account balance?

There’s no minimum account balance.

Are there any fees for using the NAB Escrow service?

There are currently no fees for using the NAB Escrow service. Note: NAB is not responsible for any transaction fees the buyer may incur when making a deposit into the Escrow account.

Will I receive statements on the Escrow account?

As the Escrow agent is the account holder, NAB will not provide account statements to sellers and buyers.

However, sellers and authorised users can view and download a transaction history for each matter using the portal. A buyer can request a copy from their seller. Alternatively, NAB will provide a buyer with a copy upon reasonable request (not made more than once a month).

How do I apply for NAB Escrow?

It’s important that you read and understand the Terms and Conditions before you apply to the NAB Escrow service.

You’ll find the seller and authorised user application forms on the NAB Escrow service - Seller page.

Download the buyer application forms from the NAB Escrow service - Buyer page.

Please submit your completed application via email to the NAB Escrow team.

If you have any queries regarding your eligibility for NAB Escrow, email your NAB banker or the NAB Private Direct team or call 02 9466 7198 (Monday to Friday, 8:30am-6pm AEST/AEDT).

How do I request a refund?

You can request a refund from the Escrow account at any time by notifying the NAB Escrow team, provided there is no dispute raised on the account. If a refund is raised by:

  • the buyer, then the seller will be notified and given five business days to raise a dispute. If no dispute is raised within the specified timeframe, the refund will be processed to the buyer.
  • the seller or authorised user, then we don’t require approval by the buyer.

To request a refund, please call 1800 312 791 (Mon-Fri, 9am-5:30pm AEST/AEDT) or email the NAB Escrow team.

Please see the email templates section for the refund request email template.

How do I raise a dispute?

A seller, authorised user or buyer can raise a dispute on a release of funds from the Escrow account at any time. Call the NAB Escrow team on 1800 312 791 (Mon-Fri, 9am-5:30pm AEST/AEDT) or email nab.escrow@nab.com.au.

Please see the email templates section for the dispute request email template.

How do I resolve a dispute?

The buyer and the seller must resolve any Escrow disputes regarding the seller’s delivery or non-delivery of services between them.

If you can’t negotiate a solution, the matter will need to be taken through the appropriate dispute resolution process. For more information, please refer to the NSW Bar Association website.

How do I notify NAB that a dispute has been resolved?

You can resolve a dispute on an Escrow matter by notifying the NAB Escrow team.

Both parties (the seller and the buyer) need to provide written confirmation to the NAB Escrow team to resolve a dispute.

Please see the email templates section for the dispute resolution confirmation email template.

Seller and authorised user FAQs

As a seller, what am I able to do with the Escrow service?

Using the online Escrow portal, sellers can:

  • set up matters and invite your clients to deposit funds into the Escrow account
  • send deposit requests and reminders for deposit requests to clients
  • send payment release requests (after invoicing for work)
  • access a dashboard to see how much your client has paid into the Escrow account, and how much is still outstanding.

You can also contact the NAB Escrow team to:

  • request a refund to your buyer (client)
  • raise a dispute on a buyer’s refund request
  • update your contact details
  • amend your nominated fund release bank account
  • amend your authorised users or group (Chambers) access
  • terminate the Escrow service.

As an authorised user, what am I able to do?

Authorised users can access the NAB Escrow portal to manage the service on behalf of sellers who have authorised your access. You can perform all the self-service functions a seller can perform.

You can also contact the NAB Escrow team to provide instructions on behalf of the seller to:

  • request a refund to your buyer (client)
  • raise a dispute on a buyer’s refund request
  • update your contact details.

The only actions you can’t do on behalf of the seller are:

  • amend authorised users or group (Chambers) access
  • amend the seller’s nominated fund release bank account
  • terminate the Escrow service.

How do I access the NAB Escrow portal?

After you have submitted the NAB Escrow service - Seller Application Form , we’ll notify you of successful registration by sending you a welcome email. This email will include login credentials to the NAB Escrow portal.

If you have nominated authorised users, they must also submit a NAB Escrow service - Authorised User Application Form. After they’ve successfully registered, they’ll receive a welcome email with their own login credentials to the NAB Escrow portal.

Access the service at any time on your computer or tablet from the NAB Escrow service - Seller page. Select sign-in and enter your NAB Escrow portal user ID (email address) and password. Visit the How-to page for more information on how to log in for the first time.

How do I create Escrow matters and add buyers?

You can use the NAB Escrow portal to create an Escrow matter and invite a buyer (client) to the NAB Escrow service. Visit the How-to page to learn how.

How do I lodge a deposit request?

Use the NAB Escrow portal to send deposit requests to your clients, requesting them to deposit funds into the Escrow account for the specified matter. Visit the How-to page to learn how.

How do I lodge a payment release request?

Use the NAB Escrow portal to send payment release requests to your clients, requesting them for a release of funds held in the Escrow account. Visit the How-to page to learn how.

How do I close an Escrow matter?

You can use the NAB Escrow portal to close an Escrow matter after it has been completed, provided:

  • the account has a zero balance
  • there are no payment release requests in progress or on hold
  • there are no pending refunds
  • there are no disputes.

You can still view past transactions on the portal after a matter has been closed.

How do I cancel my Escrow service?

As a Seller, you can cancel your NAB Escrow service at any time by notifying the NAB Escrow team. Please call 1800 312 791 (Monday to Friday, 9am-5:30pm AEST/AEDT) or send us an email.

Your access to the NAB Escrow portal will be revoked upon cancellation of your NAB Escrow service.

Which browsers am I able to use to access the NAB Escrow portal?

The NAB Escrow portal works on the latest two major versions of the following browsers:

  • Chrome
  • Edge
  • Firefox
  • Opera
  • Safari

If you cannot access the NAB Escrow portal login page, your browser may not be compatible and you may need to obtain access via one of the above browsers.

Why do I receive an error message when I enter the correct password to the portal?

You may receive the error message, ‘Your username or password is incorrect. Please try again’ even though you’ve entered the correct password. This is a security measure that temporarily blocks your logins after multiple failed login attempts. For assistance, please call the NAB Escrow team on 1800 312 791 (Mon-Fri, 9am-5:30pm AEST/AEDT) or email Nab.Escrow@nab.com.au.

Why does the portal log me out automatically?

For security reasons, the system will automatically log you out after a period of inactivity. You’ll need to return to the login page and re-enter your user ID (email address) and password.

How do I add or remove authorised users?

Sellers can add authorised users when you submit your Seller Application Form for the NAB Escrow service.

If you want to subsequently add/remove authorised users or group (Chambers) access, you can submit an Amendment to Authorised User(s) Form to the NAB Escrow team. The form can be found on the NAB Escrow service - Seller page.

For further assistance, please call the NAB Escrow team on 1800 312 791 (Mon-Fri, 9am-5:30pm AEST/AEDT) or email nab.Escrow@nab.com.au.

As a seller, how do I change my nominated fund release bank account details?

To change your nominated fund release bank account for payment releases from the Escrow account, call the NAB Escrow team on 1800 312 791 (Monday to Friday, 9am-5:30pm AEST/AEDT) or email nab.Escrow@nab.com.au.

As a seller, how do I change the buyer for an existing Escrow matter?

You can’t change the buyer for an Escrow matter, however you can invite a new buyer or you can create a new matter and invite a new client.

The new buyer will be required to complete the applicable Buyer Application Form to apply for the NAB Escrow service.

For further assistance, call the NAB Escrow team on 1800 312 791 (Mon-Fri, 9am-5:30pm AEST/AEDT) or email nab.Escrow@nab.com.au.

Buyer FAQs

As a buyer participating in the NAB Escrow service, why do I need to submit an application form?

NAB is required to collect information on the buyer to comply with our legal and regulatory obligations, including in relation to Anti-Money Laundering and Counter Terrorism Funding laws.

As a buyer, what can I do with the NAB Escrow service?

Buyers can use the NAB Escrow service to:

  • deposit funds into the NAB Escrow account
  • request a refund of funds from the NAB Escrow account
  • dispute a payment release request raised by the seller.

If you don’t dispute a payment release request raised by the seller within the specified timeframe, you’ll be deemed to have consented to the payment release.

How do I deposit funds into the Escrow account?

Buyers can transfer funds from an Australian bank account to the Escrow account, when requested by a seller.

In the deposit request email, you’ll be provided with a unique Escrow deposit reference number to make the deposit.

You’ll need to make the transfer using the following details:

  • name: NTSL
  • BSB: First six digits of the Escrow deposit reference number
  • account number: Last nine digits of the Escrow deposit reference number.

Funds will be held in the account until a payment release request is raised by the seller. We’ll email you when the seller raises a request.

Can I make partial or full deposits?

You can make partial or full deposits in relation to any amount invoiced by the seller. There’s no minimum or maximum limit for each deposit amount.

How do I raise a dispute?

Buyers can raise a dispute against an Escrow matter and payments are only released to the seller following resolution of the dispute, after consent is provided by both parties.

Sellers can raise a dispute against an Escrow matter and refunds are only released to the buyer following resolution of the dispute, after consent is provided by both parties.

To raise a dispute, call the NAB Escrow team on 1800 312 791 (Monday to Friday, 9am-5:30pm AEST/AEDT) or email nab.Escrow@nab.com.au.

Please use the Dispute request email template if you’re raising a dispute via email.

How do I request a refund?

To request a refund, please call 1800 312 791 (Monday to Friday, 9am-5:30pm AEST/AEDT) or email nab.Escrow@nab.com.au.

Please use the Refund request email template to request a refund.

Email Templates

Refund request email template

Subject: Escrow service – refund request

Dear NAB Escrow team,

I am a [seller/authorised user/buyer] of the NAB Escrow service and am writing to request a refund from the Escrow account.

Details of the refund request:

  • Matter name:
  • Buyer’s Escrow deposit reference number:
  • Refund amount:

Kind regards,

[Your Full Name]

Dispute request email template

Subject: Escrow service – dispute request

Dear NAB Escrow team,

I am a [seller/authorised user/buyer] of the NAB Escrow service and am writing to raise a dispute on the Escrow account.

Details of the dispute raised:

  • Matter name:
  • Seller name:
  • Buyer name:

Kind regards,

[Your Full Name]

Dispute resolution email template

Subject: Escrow service – dispute resolution confirmation

Dear NAB Escrow team,

I am a [seller/buyer] of the NAB Escrow service and am writing to confirm that the dispute raised on the below Escrow matter has been resolved. I consent NAB to take the appropriate actions to unfreeze the funds held in the Escrow account.

Details of the resolved dispute:

  • Matter name:
  • Seller name:
  • Buyer name:
  • Dispute outcome: [No change to existing refund or payment release request or New agreement]

Kind regards,

[Your Full Name]

We're ready to help you

Speak to your NAB banker or contact the NAB Private Direct team:

nabprivatedirect@nab.com.au
02 9466 7198 (Mon-Fri 8:30am-6pm AEST/AEDT)

For customer service queries:

nab.escrow@nab.com.au
1800 312 791 (Mon-Fri 9am-5:30pm AEST/AEDT)