Availability of Payment Services to Individuals and Businesses Provided by Bank of Queensland Ltd*
Selected services; Quarter 3 2023
| 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 |
100.00 |
0:00 | 0:00 |
| Transact over-the-counter in a branch |
100.00 |
0:00 | 0:00 |
Make card payments |
100.00 |
0:00 | 0:00 |
| Accept card payments (businesses) | N/A | N/A | N/A |
| Access accounts using online banking (web browser or mobile device app) |
99.92 | 1:43 | 0:00 |
| Make/receive account transfers - fast payments |
99.62 | 8:20 | 0:00 |
| Make/receive account transfers - next business day |
100.00 | 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 | Ability of Bank of Queensland 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 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. |
