Computer issues continue to plague the admin team at Great Western Water (GWW) following its decision to combine two data centres following the merger of City West Water and Western Water in 2022 to create GWW.
Last month Sunbury Life reported the firm’s water bills were running late due to computer problems.
Those moving home within the area serviced by GWW are facing delays in obtaining statement requests from the company. The firm has paused its one-day service while staff focus on resolving the underlying issue. While standard applications can still be lodged, they may take longer than usual to process, says the company.
“We understand the frustration this is causing and apologise for the impact to our customers,” states the firm in a press release. “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.”
The firm says it’s prioritising requests by settlement date, to help minimise the impact on customers.
“We’ve assigned a dedicated team to address the outstanding statements, aiming to restore our business-as-usual service levels,” states the firm.
“We’re introducing a temporary approach to help restore our standard turnaround times.”
GWW states that some 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.”
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