Landchecker offers both document searches (titles, plans) and certificates (land tax, water, council). Most orders are delivered on time, but occasionally delays occur. This article explains when and how to follow up on overdue orders.
Note: This article explains what to do when orders are overdue. For general order tracking and understanding order statuses, see Track Certificate Orders in Landchecker.
Follow Up Overdue Documents or Certificates
If your document or certificate order is past the estimated delivery date:
Check status in Order Manager - Is it "With Authority"?
Contact support with:
Product type and property address
Order reference number
Email address used for the order
Estimated delivery date has passed
How long past the estimate (e.g., "3 hours past" or "2 business days past")
💬 In-app chat: Click chat icon (recommended for faster response)
📧 Email: documents@landchecker.com.au
Finding your order information
Before following up on a delayed order, you'll need to access Order Manager to confirm your order's current status and estimated delivery date. This section shows you where to find these critical details.
Click your Profile icon (top right corner)
Select Business Account or My Account
Navigate to Order Manager
Look for these key details in Order Manager:
Est. Delivery date: When order should be ready
Status: Current processing stage (see Track Certificate Order Status for status meanings)
Order reference: Unique identifier for support queries (looks like "ORD-12345" - found in the first column)
Product type: What you ordered (e.g., "NSW Title Search" or "VIC Land Tax Certificate")
Can't find your order? Check you're logged into the correct account. If you used a different email address to place the order, log in with that email. Contact support if you still can't locate it.
Expected Delivery Times Reference
Understanding typical delivery timeframes helps you know when to follow up. The tables below show standard processing times for different document types and certificates across Australian states.
Quick reference by state:
VIC: Title (instant-5min) | Plan (instant-5min) | Historical (30min-2hrs)
NSW: Title (instant-5min) | Plan (5-30min) | Historical (1-24hrs) | 88B (30min-2hrs)
QLD: Title (5-30min) | Plan (5-30min) | Historical (1-24hrs)
SA: Title (5-30min) | Plan (5-30min) | Historical (1-24hrs)
Detailed breakdown:
Document Type | Victoria | NSW | Queensland | South Australia |
Title Search | Instant - 5 min | Instant - 5 min | 5-30 min | 5-30 min |
Copy of Plan | Instant - 5 min | 5-30 min | 5-30 min | 5-30 min |
Historical Title | 30 min - 2 hrs | 1-24 hrs | 1-24 hrs | 1-24 hrs |
88B Document | N/A | 30 min - 2 hrs | N/A | N/A |
Certificates - typical timeframes
Certificate Type | Typical Time | Issued By |
Title Search | Instant - 24 hours | State Land Registry |
Land Tax Clearance | 3-5 business days | State Revenue Office |
Water Certificate | 3-7 business days | Local Water Authority |
Council Certificate | 5-10 business days | Local Council |
Land Information Certificate (VIC) | 3-5 business days | Landata |
Contaminated Land Search | 1-2 business days | State EPA |
Understanding business days vs calendar days
⏰ Important: All timeframes are in BUSINESS DAYS
Business days = Monday to Friday (excluding public holidays)
Weekends and public holidays DO NOT count toward processing time
Example: Order placed Friday 5pm → processing starts Monday 9am
Factors affecting delivery times
For documents:
File size too large - authority must forward document manually to Landchecker (adds 1-2 business days)
Plan not imaged - plan requires manual scanning/retrieval by authority (adds several days)
Recently lodged documents still being processed into the system
For certificates:
Missing or incorrect details provided - wrong vendor names, missing lot numbers, incomplete property information
Property ownership unclear - requires authority to verify correct parties
Multiple rate assessments - property has complex rating history
Peak periods (end of financial year, month-end)
Cross-department verification needed
When to Follow Up: Decision Guide
For Document Searches
Follow up when:
✓ Status shows "With Authority"
✓ Est. delivery date has passed
✓ At least 2-4 hours beyond estimate for standard documents
✓ At least 1 business day beyond estimate for historical documents
✓ Ordered during business hours on a business day
Don't follow up yet if:
✗ Status is still "Processing"
✗ Within the estimated timeframe
✗ Ordered outside business hours (wait until next business day)
✗ Public holiday in the relevant state
For Certificates
Follow up when:
✓ Status shows "With Authority"
✓ Est. delivery date has passed
✓ At least 1-2 business days beyond estimate
✓ Settlement or urgent deadline approaching
Don't follow up yet if:
✗ Status is "Processing" or "Requires Attention" (check your email first)
✗ Still within estimated timeframe
✗ Ordered recently (authorities need processing time)
✗ Weekend or public holiday (business days only)
What to expect after follow-up
Initial response (within 1 business day)
Acknowledgment of your query
Confirmation of order details
Status check initiated
For documents:
Support contacts state land registry
Typical resolution: Within 4-24 hours
May discover: system delay, manual processing required, file size issue, plan not imaged, or data issue
For certificates:
Support contacts issuing authority (council, water authority, etc.)
Typical resolution: 1-3 business days
May discover: additional checks required, authority delays, missing information, incorrect vendor details provided
Possible outcomes:
Order delivered shortly after follow-up
Updated timeframe provided with reason for delay
Additional information requested from you (e.g., correct vendor name, missing lot number)