Important update on information statement requests

This page is regularly updated.

We’ve now cleared 92 per cent of information statement requests received since we launched our new billing system. We’ve received more than 32,000 applications in that time.

In the past week, 82 per cent of applications were processed within ten days. 

Information statement delays

We’re currently experiencing delays with processing information statement requests.  These delays are due to technical issues with our new billing system.

We understand the frustration this is causing and apologise for the impact this is having on conveyancers and customers. We're doing all we can to resolve the issue as quickly as possible. 

We’re prioritising requests by settlement date, to help minimise the impact on our customers.

We've assigned a dedicated team to handle the remaining statements and brought in extra call centre staff. This added support is helping us get back to our usual service levels.

Geographic Information System (GIS) plots

To help restore our standard turnaround times, we’ve temporarily removed Geographic Information System (GIS) plots from simple information statements. 

This change is designed to speed up processing. Encumbrances remain on information statements and we’ll continue to manually process complex requests.

If you need GIS information, please refer to the following resources:  

• For asset location plots, visit Before You Dig Australia (BYDA) at byda.com.au  
• For property, parcel, and survey information, visit maps.land.vic.gov.au/lassi or contact your local council. 

If you have any questions about GIS plots, email info_statement@gww.com.au and include the reference number found on the statement in the subject line. 

Priority service on hold

We’ve paused our priority (one-day) service while we work through outstanding statements and resolve the underlying issues. Standard applications can still be lodged but please be aware that they may take longer than usual to process.

How to get in touch

If you would like an update on the status of your information statement, please only follow up on statements that are due within the next day.   

Our specially-trained consultants are ready to help you. Please have your customer details ready and use the following phone prompts:

• Call 13 44 99 (Mon-Fri 8.30am-5pm)
• 3 – question about your account 
• 1 – residential 
• 4 – moving in or moving out 
• 2 – solicitor.

If your enquiry is urgent and you’d prefer to email, please include the settlement date in the subject line and send to   info_statement@gww.com.au