Disclosures on Retail Payments Service Reliability

The Reserve Bank requires individual providers of payment services to households and businesses to publish statistics about the reliability of their services on their websites. These disclosures are intended to support transparency about retail payment service reliability.

The disclosures provide a standard set of quarterly statistics on significant outages and availability for individual services offered by the retail payments provider. The specified individual services are: ATMs, branches, cardholder payments, card acceptance for businesses, access to accounts using online banking, ‘fast’ account transfers and ‘next business day’ account transfers.

The list of providers and the links to their website disclosures is available below. Customers can also find the disclosures on their providers' website by searching for ‘payment service availability’.

Further information is available in the Quarterly Disclosures – Retail Payment Service Reliability, or in the media release issued on 15 November 2021.

Providers of retail payment services Website links
Adelaide Bank https://www.adelaidebank.com.au/availability-of-payment-services/
Adyen Australia https://www.adyen.com/platform/licenses
AMP https://www.amp.com.au/banking/bank-terms-and-conditions/incident-and-disclosure-reporting
ANZ https://www.anz.com.au/ways-to-bank/
Bank Australia https://www.bankaust.com.au/support/disclosures
Bankwest https://www.bankwest.com.au/help/payments/payments-services-availability
Bank of Queensland https://www.boq.com.au/important-information/availability-of-payment-services
Bank of Queensland Specialist https://www.boqspecialist.com.au/important-information/availability-of-payment-services
Bank of Melbourne, Bank of South Australia and St George* https://www.bankofmelbourne.com.au/help/disclosure-documents
https://www.banksa.com.au/help/disclosure-documents
https://www.stgeorge.com.au/help/disclosure-documents
Bendigo Bank https://www.bendigobank.com.au/availability-of-payment-services/
Beyond Bank https://www.beyondbank.com.au/about-us/disclosures/retail-payment-incident-report.html
Commonwealth Bank of Australia https://www.commbank.com.au/support/payments-services-availability.html
Citibank Australia https://www1.citibank.com.au/help-and-support/operational-incident-quarterly-reporting
Greater Bank https://www.greater.com.au/help/legal/regulatory-disclosures/
Great Southern Bank https://www.greatsouthernbank.com.au/about/corporate-governance/payment-availability
Heritage Bank https://www.heritage.com.au/about/our-company/payment-system-reliability
HSBC Bank Australia https://www.hsbc.com.au/help/payments-services-availability
IMB https://www.imb.com.au/about-members-availability-of-payments-services.html
ING Australia https://www.ing.com.au/about-us/service-availability.html
Macquarie Bank https://www.macquarie.com.au/important-information/payment-services-availability.html
ME https://www.mebank.com.au/about-us/governance/retail-incident-reporting/
MyState Bank https://mystate.com.au/legal/
National Australia Bank https://www.nab.com.au/about-us/payment-service-availability
Newcastle Permanent Building Society https://www.newcastlepermanent.com.au/about-us/regulatory-disclosures
People's Choice Credit Union https://www.peopleschoice.com.au/managing-my-money/accessing-my-money/payment-service-availability
Qudos Bank https://www.qudosbank.com.au/payment-service-availability
Rabobank Australia https://www.rabobank.com.au/corporate/legal/
Rural Bank https://www.ruralbank.com.au/availability-of-payment-services/
Suncorp-Metway https://www.suncorp.com.au/banking/help-support/payment-service-availability.html
Teachers Mutual Bank, Health Professionals Bank, UniBank, Firefighters Mutual Bank and Hiver Bank* https://www.tmbl.com.au/about/reports-and-credit-rating/payment-services-availability-disclosure
Tyro Payments https://www.tyro.com/availability-of-retail-payments-services/
UBank https://www.ubank.com.au/service-availability
Virgin Money https://virginmoney.com.au/about-us/availability-of-payment-services
Westpac https://www.westpac.com.au/disclosure-documents/

*These providers report on a consolidated basis