| 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 infrastructures |
Includes payment systems provided by the RBA, card schemes and other central payment system infrastructure; electricity network; and provider of telecommunications network links to ME’s operating or data centres. |
| Withdraw/deposit cash at ATM |
Not applicable |
| Transact over-the-counter at a branch |
Not applicable |
| Make card payments (cardholders) |
Ability to use a ME 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 accounts using online banking (web
browser or mobile device app) |
Ability to log in, transfer between own accounts at ME, 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 (the next business day)’. |
| Make/receive account transfers – fast payments |
Ability of ME 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 ME 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. |