Greater Western Water – 15/07/2024
Our immediate priority
We have declared an organisation-wide incident with a dedicated team working on resolving the backlog and returning to BAU service levels. This team is drawing on resources from across the organisation.
Our immediate priorities are increasing the success rate for issuing of Information Statements via our system (either through improved automatic processing or manual intervention within the system) and working through the backlog of statements.
Improving the success rate will have a two-fold impact in that it will:
- Reduce the number of applications being added to the backlog each day.
- Allow us to re-process old statements creating large reductions in the backlog.
Progress update
In the interim, we have added more resources providing a significant increase in manual intervention and in some cases, entirely manual creation of statements from scratch.
This week, we have seen a significant improvement in our automated success rate and have also brought on board additional people to support manual processing.
As a result of these efforts, this week we have:
- Successfully processed over 1,900 statements.
- Reduced the number of applications aged more than 10 days (the current advertised turnaround time) by 25%.
How we’re prioritising requests
We understand and appreciate the importance of information statements for your members, both in listing a property for sale and at the time of settlement.
We remain focused on ensuring accurate information is appearing on all statements that are produced. The accuracy and legality of our statements is not something we can defer.
Increasing the success rate for issuing statements will also increase the number of new requests being processed. This should result in improved turnaround times for requests relating to listing properties as well as settlements.
To ensure the highest priority applications are not being missed, the statements being created outside of the system are targeted at applications where we have received an urgent request.
How to reach out
If you’re calling us about an existing request regarding information statements, please have your customer number ready and use the following phone prompts:
- Call us on 13 44 99
- Select option 3 – question about your account
- Select option 1 – residential
- Select option 4 – moving in or moving out
- Select option 2 – solicitor
If you have a new request, please email following the existing process by emailing us with the settlement date in the subject line at info_statement@gww.com.au