Availability of Payment Services to Individuals and Businesses Provided by Bank of Queensland Ltd*

Selected services;  Quarter 3 2021

 

 
Payment Service

Service Availability
%

Significant outages
due to problems at BOQ
(in hours:minutes)
Significant outages
due to problems at
system-wide infrastructure or natural disasters
(in hours:minutes)

Withdraw/deposit
cash at an ATM

100

0:00 0:00
Transact over-the-counter
in a branch

100

0:00 0:00

Make card payments
(Cardholders)

99.90

2:10 0:00
Accept card payments (businesses) N/A N/A N/A
Access accounts using
online banking
(web browser
or mobile device app)
98.43 34:15 0:00
Make/receive account
transfers - fast payments
N/A N/A N/A
Make/receive account
transfers - next business day
100 0:00 0:00

 

Historical Availability of Payment Services information is available here.

 

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 infrastructure 

Includes payment systems provided by the RBA, card schemes and other central payment system infrastructure; electricity network; and provider of telecommunications network links to Bank of Queensland’s operating or data centres.

 
  Withdraw/deposit cash at an ATM

Ability to withdraw or deposit cash, and check account balance, at a Bank of Queensland-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 Bank of Queensland 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 acceptance device or payments provider, or a customer’s mobile device.

 
  Accept card payments (businesses)

Not applicable.

 
  Access account using online banking (web browser or mobile device app)

Ability to log in, transfer between own accounts at Bank of Queensland, 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 - next business day’.

 
  Make/receive account transfers - fast payments

Not applicable.

 
  Make/receive account transfers - next business day

Ability of Bank of Queensland 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, see https://www.rba.gov.au/payments-and-infrastructure/resources/pdf/reliability-disclosures.pdf