Service availability data
2023 service availability
View the service availability data for the calendar year 2023, sorted by quarter.
Quarter 4 2023 availability
This table provides details for each type of payment service for the period October to December 2023 (Quarter 4).
| 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) 99.95% |
Significant outages due to problems at NAB (total hours:minutes) 1:08 |
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) 99.97% |
Significant outages due to problems at NAB (total hours:minutes) 0:35 |
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 |
Quarter 3 2023 availability
This table provides details for each type of payment service for the period July to September 2023 (Quarter 3).
| 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) 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 – fast payments | Service availability (percentage) 99.81% |
Significant outages due to problems at NAB (total hours:minutes) 4:11 |
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 |
Quarter 2 2023 availability
This table provides details for each type of payment service for the period April to June 2023 (Quarter 2).
| 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) 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 – fast payments | Service availability (percentage) 99.63% |
Significant outages due to problems at NAB (total hours:minutes) 7:13 |
Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) 0:49 |
| 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 |
Quarter 1 2023 availability
This table provides details for each type of payment service for the period January to March 2023 (Quarter 1).
| 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) 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 – 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 |
| 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) 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 – fast payments | Service availability (percentage) 99.79% |
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) 4:32 |
| 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 |
Quarter 3 2022 availability
This table provides details for each type of payment service for the period July to September 2022 (Quarter 3).
| 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) 99.75% |
Significant outages due to problems at NAB (total hours:minutes) 5:37 |
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 |
Quarter 2 2022 availability
This table provides details for each type of payment service for the period April to June 2022 (Quarter 2).
| 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) 99.79% |
Significant outages due to problems at NAB (total hours:minutes) 4:35 |
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) 99.84% |
Significant outages due to problems at NAB (total hours:minutes) 2:40 |
Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) 0:55 |
| 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 |
Quarter 1 2022 availability
This table provides details for each type of payment service for the period January to March 2022 (Quarter 1).
| 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) 99.77% |
Significant outages due to problems at NAB (total hours:minutes) 4:52 |
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) 1:34 |
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 |
| 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) 99.90% |
Significant outages due to problems at NAB (total hours:minutes) 2:17 |
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) 99.72% |
Significant outages due to problems at NAB (total hours:minutes) 6:15 |
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) 99.77% |
Significant outages due to problems at NAB (total hours:minutes) 5:00 |
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) 99.97% |
Significant outages due to problems at NAB (total hours:minutes) 0:41 |
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 |
Quarter 3 2021 availability
This table provides details for each type of payment service for the period July to September 2021 (Quarter 3).
| 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 (PDF, 5MB), 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. |
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