July to September 2021 availability

This table shows the overall availability for each payment service we offer you, our personal or business customers. It provides details for each service for the period July and September 2021 (Quarter 3).

Payment service type Service availability (percentage) Significant outages due to problems at NAB (total hours: minutes) Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
Withdraw/deposit cash at an ATM
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Transact over-the-counter in a branch
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Make card payments (cardholders)
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Accept card payments (businesses)
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Access accounts using online banking (web browser or mobile device app)
Service availability (percentage)
99.93%
Significant outages due to problems at NAB (total hours: minutes)
1:32
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Make/receive account transfers – fast payments
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00
Make/receive account transfers – next business day
Service availability (percentage)
100%
Significant outages due to problems at NAB (total hours: minutes)
0:00
Significant outages due to
system-wide infrastructure problems or natural
 disasters (total hours: minutes)
0:00

Description of services and metrics

This table provides useful descriptions of the terms we use for our payment services and the metrics used to measure the service availability.

View detailed information on the compilation of the disclosure data., opens in new window

Service or metric Description
Service availability % (percentage)
Description
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
Description
Unplanned unavailability of a service that meets minimum thresholds for duration and the proportion of customers affected.
System-wide infrastructures
Description
Includes payment systems provided by the RBA, card schemes and other central payment system infrastructure; electricity network; and provider of telecommunications network links to NAB’s operating or data centres.
Withdrawal/deposit cash at ATM
Description
Ability to withdraw or deposit cash, and check account balance, at a NAB-branded ATM. Excludes issues relating to the cardholder’s card.
Transact over-the-counter at a branch
Description
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)
Description
Ability to use a NAB-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.
Make card payments (businesses)
Description
Ability of businesses using the payment services of NAB 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 NAB.
Access accounts using online banking (web browser or mobile device app)
Description
Ability to log in, transfer between own accounts at NAB, 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
Description
Ability of NAB 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
Description
Ability of NAB 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.

Important information