Important update on information statement requests

This page is regularly updated.

We’re currently experiencing delays with processing information statement requests. 

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

We recently launched a new billing and payment system. While the system is up and running, unfortunately the changeover has led to a small number of issues including delays to the processing of information statement requests.

What we’re doing

Our top priority now is increasing the output of information statements.

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

We've assigned a dedicated team to address the outstanding statements, aiming to restore our business-as-usual service levels.

Geographic Information System (GIS) plots

We’re introducing a temporary approach to help restore our standard turnaround times.

You may notice that some simple information statements don't include Geographic Information System (GIS) plots. This change is designed to speed up processing. Encumbrances will 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. 

Turnaround times

We’ve temporarily paused our priority (one-day) service while we focus on resolving the underlying issue. Standard applications can still be lodged but please be aware that they may take longer than usual to process.

How to get in touch

To help us assist you faster, we appreciate you only following up on information 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