Service NSW systems fall over in refund rush

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Service NSW systems fall over in refund rush

CTP scheme "more popular than anticipated".

Service NSW's customer service channels have failed to cope with volumes of traffic from users keen to access their compulsory third-party insurance (CTP) green slip refund.

NSW citizens have been unable to transact with Service NSW for much of Monday as a result of the load issues.

Today was the first day 4 million vehicle owners in NSW could apply to receive a CTP green slip refund if they had registered their vehicle before November 30 last year.

The “technical issues” first emerged late on Sunday afternoon, causing some website transactions to slow or become unavailable.

But by 12.30 pm AEDT on Monday the problems had spread to all transactions across the central service delivery agency’s website and contact centres.

“Service NSW is currently experiencing technical issues across call centres, online and in service centres, meaning transactions may not be possible at this time,” the agency said.

“Our technicians are working to resolve the issue as soon as possible.”

Problems with over-the-counter transactions at physical Service NSW centres also emerged during the afternoon.

The agency has asked that customers “delay transactions” until further notice.

Service NSW has put the issue down to the popularity of the CTP refund scheme creating a high volume of transactions. It has been contacted for further detail.

Error messages received by customers point to a bandwidth problem with the agency's Salesforce CRM platform.

Update Tuesday 20 March 11:00am: Service NSW advised that its network is now back up and running, and transactions are available online and in service centres.

Update 1:40pm: Service NSW said it was "currently investigating the cause of yesterday's outage which appears to be related to the unexpected demand on our systems".

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