Availability of payment services to individuals and businesses provided by Bendigo Bank*
Selected services
Quarter 4 - 2023 (Oct, Nov & Dec)
| Payment service | |||||||
| Withdraw/deposit cash at an ATM | Transact over-the-counter in a branch | Make card payments (cardholders) | Accept card payments (businesses) | Access accounts using online banking (web browser or mobile device app) | Make/receive account transfers - fast payments | Make/receive account transfers - next business day | |
| Service availability % | 100% | 100% | 100% | 100% | 99.96% | 100% | 100% |
| Significant outage due to problems at Bendigo Bank (in hours) | 0 | 0 | 0 | 0 | 0:58 | 0 | 0 |
| Significant outages due to problems at system-wide infrastructure or natural disasters (in hours) | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
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 Bendigo Bank’s operating or data centres. |
| Withdraw/deposit cash at ATM | Ability to withdraw or deposit cash, and check account balance, at a Bendigo Bank-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 Bendigo Bank-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 Bendigo Bank 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 Bendigo Bank. |
| Access accounts using online banking (web browser or mobile device app) | Ability to log in, transfer between own accounts at Bendigo Bank, 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 Bendigo Bank 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 Bendigo Bank 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. |
Things you should know
* For detailed information on the compilation of the disclosure data, refer to the RBA reliability disclosures document.
