Payments services availability and outages.
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View our current payments services availability and outages.
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Availability of payments services to individuals and businesses provided by Bankwest
Quarter 4, 2024
Service availability
| Payment service | Service availability % |
|---|---|
| Withdraw/deposit cash at an ATM | 100% |
| Transact over-the-counter in a branch | 100% |
| Make card payments (cardholders) | 100% |
| Accept card payments (businesses) | 100% |
| Access accounts using online banking (web browser or mobile device app) | 99.94% |
| Make/receive account transfers – fast payments | 99.83% |
| Make/receive account transfers – next business day | 100% |
Significant outages due to problems at Bankwest
| Payment service | Duration (in hours:minutes) |
|---|---|
| Withdraw/deposit cash at an ATM | 0:00 |
| Transact over-the-counter in a branch | 0:00 |
| Make card payments (cardholders) | 0:00 |
| Accept card payments (businesses) | 0:00 |
| Access accounts using online banking (web browser or mobile device app) | 1:21 |
| Make/receive account transfers – fast payments | 3:48 |
| Make/receive account transfers – next business day | 0:00 |
Significant outages due to problems at system-wide infrastructure or natural disasters
| Payment service | Duration (in hours:minutes) |
|---|---|
| Withdraw/deposit cash at an ATM | 0:00 |
| Transact over-the-counter in a branch | 0:00 |
| Make card payments (cardholders) | 0:00 |
| Accept card payments (businesses) | 0:00 |
| Access accounts using online banking (web browser or mobile device app) | 0:00 |
| Make/receive account transfers – fast payments | 0:00 |
| Make/receive account transfers – next business day | 0:00 |
View Historical payments services availability and outages (PDF).
Definitions
| Terminology | Description of services and metrics |
|---|---|
| Service availability % | The actual amount of time that the service is not experiencing a significant outage, as a proportion of the amount of time during which the service was planned to be available in the quarter. Planned available time excludes planned outages (e.g. for system maintenance). |
| Significant outage | Unplanned unavailability of a service that meets minimum thresholds for duration and the proportion of customers affected. |
| System-wide infrastructures | Includes payment systems provided by the RBA, card schemes and other central payment system infrastructure; electricity network; and provider of telecommunications network links to Bankwest’s operating or data centres. |
| Withdraw/deposit cash at ATM | Ability to withdraw or deposit cash, and check account balance, at a Bankwest branded ATM. Excludes issues relating to the cardholder’s card. |
| Transact over-the-counter at a branch | Ability to withdraw or deposit cash, or initiate account transfers or make bill payments over-the-counter in a branch. Excludes the ability to draw and deposit cheques. Excludes Bank@Post outlets. |
| Make card payments (cardholders) | Ability to use a Bankwest branded debit, prepaid or credit card to make a payment either in-store, on a mobile device (e.g. through an app) or online. Outages exclude problems with the business’ payments device or payments provider or a customer’s mobile device. |
| Accept card payments (businesses) | Ability of businesses using the payment services of Bankwest to accept card payments, either at point-of-sale or online/in-app. Outages exclude problems with the cardholder’s bank or payment acceptance devices that are not provided by Bankwest. |
| Access accounts using online banking (web browser or mobile device app) | Ability to log in, transfer between own accounts at Bankwest, initiate payments and/or view accurate and up to date account information. Excludes the ability to process payments, which is covered in ‘make/receive account transfers (fast payments)’ and ‘make/receive account transfers (the next business day)'. |
| Make/receive account transfers – fast payments | Ability of Bankwest to process fast bank account transfers. This includes account-to-account transfers (Pay Anyone) to a PayID, and other one-off or scheduled payments (for example, direct debits and payroll payments by businesses) made through NPP/Osko. Outages exclude the inability for customers to initiate transfers due to unavailability of web or app banking channels, or a branch. |
| Make/receive account transfers – next business day | Ability of Bankwest to process bank account transfers, with funds becoming available to the recipient on the next business day or later. Includes account-to-account transfers (Pay Anyone) and scheduled payments (for example, direct debits, and payroll payments by businesses) not made as fast payments through NPP/Osko, and BPAY payments. Outages exclude the inability to initiate payments due to unavailability of web or app banking channels, or a branch. |
For detailed information on the compilation of the disclosure data, refer to RBA website for Quarterly disclosures of Retail payment service reliability report (PDF).