Currently, NSW Land Registry Services (LRS) is reporting against the same service levels the former Land and Property Information used in the past for its performance monitoring.
Availability
Target: LRS must ensure that 99% of the time1 | Result |
| Documents are capable of being lodged electronically | 99.76% |
| Plans are capable of being lodged electronically | 99.76% |
| Information such as title searches and plans are available electronically to information brokers | 99.92% |
| Lodgment support services such as lodgment verification is available to PEXA | 99.29% |
| Land, plan, deed and historical inquiries are available electronically | 99.76% |
1 excludes approved scheduled outages and outages caused by dependencies on third parties
Target: LRS must ensure that 99% of the time1 | Result |
| Documents are capable of being lodged electronically | 100% |
| Plans are capable of being lodged electronically | 100% |
| Information such as title searches and plans are available electronically to information brokers | 100% |
| Lodgment support services such as lodgment verification is available to PEXA | 100% |
| Land, plan, deed and historical inquiries are available electronically | 99.93% |
1 excludes approved scheduled outages and outages caused by dependencies on third parties
Target: LRS must ensure that 99% of the time1 | Result |
| Documents are capable of being lodged electronically | 100% |
| Plans are capable of being lodged electronically | 100% |
| Information such as title searches and plans are available electronically to information brokers | 100% |
| Lodgment support services such as lodgment verification is available to PEXA | 99.97% |
| Land, plan, deed and historical inquiries are available electronically | 99.96% |
1 excludes approved scheduled outages and outages caused by dependencies on third parties
Target: LRS must ensure that 99% of the time1 | Result |
| Documents are capable of being lodged electronically | 99.89% |
| Plans are capable of being lodged electronically | 99.89% |
| Information such as title searches and plans are available electronically to information brokers | 99.89% |
| Lodgment support services such as lodgment verification is available to PEXA | 99.89% |
| Land, plan, deed and historical inquiries are available electronically | 99.89% |
1 excludes approved scheduled outages and outages caused by dependencies on third parties
Timeliness
LRS must ensure that | Target | Result2 |
| Documents are registered, requisitioned, referred3 or rejected | 70% within 2 business days | 100% |
| 100% within 5 business days | 100% | |
| Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 85% within 12 business days | 100% |
| 100% within 15 business days | 100% | |
| Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 90% within 10 business days | 100% |
| 100% within 15 business days | 100% | |
| 75% of all telephone enquiries are answered within 1 minute4 | 84.72% | |
| 100% of all email enquiries answered within 3 business days | 100% | |
| An average of less than 15:00 minutes wait time for all in-person enquiries | Average of 7:06 minutes | |
2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue
LRS must ensure that | Target | Result2 |
| Documents are registered, requisitioned, referred3 or rejected | 70% within 2 business days | 100% |
| 100% within 5 business days | 100% | |
| Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 85% within 12 business days | 100% |
| 100% within 15 business days | 100% | |
| Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 90% within 10 business days | 100% |
| 100% within 15 business days | 100% | |
| 75% of all telephone enquiries are answered within 1 minute4 | 84.36% | |
| 100% of all email enquiries answered within 3 business days | 100% | |
| An average of less than 15:00 minutes wait time for all in-person enquiries | Average of 9:39 minutes | |
2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue
LRS must ensure that | Target | Result2 |
| Documents are registered, requisitioned, referred3 or rejected | 70% within 2 business days | 100% |
| 100% within 5 business days | 100% | |
| Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 85% within 12 business days | 100% |
| 100% within 15 business days | 100% | |
| Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 90% within 10 business days | 100% |
| 100% within 15 business days | 100% | |
| 75% of all telephone enquiries are answered within 1 minute4 | 90.80% | |
| 100% of all email enquiries answered within 3 business days | 100% | |
| An average of less than 15:00 minutes wait time for all in-person enquiries | Average of 9:28 minutes | |
2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue
LRS must ensure that | Target | Result2 |
| Documents are registered, requisitioned, referred3 or rejected | 70% within 2 business days | 100% |
| 100% within 5 business days | 100% | |
| Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 85% within 12 business days | 100% |
| 100% within 15 business days | 100% | |
| Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected | 90% within 10 business days | 100% |
| 100% within 15 business days | 100% | |
| 75% of all telephone enquiries are answered within 1 minute4 | 80.18% | |
| 100% of all email enquiries answered within 3 business days | 100% | |
| An average of less than 15:00 minutes wait time for all in-person enquiries | Average of 8:57 minutes | |
2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue
Protiviti have performed procedures to assess whether the Key Performance Indicators are being reported and calculated by Australian Registry Investments Pty Limited in accordance with the Concession Deed. The procedures performed by Protiviti were agreed to by the Office of the Registrar General and were based on information made available by NSW Land Registry Services.