We have always promised to “Put you first” and understand that your money really matters. It’s important to you and the lives you live. From 7pm, 1 February to 11am, 3 February many of our services didn’t work at times due to a system outage and you couldn’t access your money the way you needed to.
We know we didn’t deliver the experience you deserve, and we’re committed to making every interaction with you what you expect.
We’re sorry for the inconvenience and frustration this caused.
Working with you to make it right
Our mobile and online banking services are back up and running and we’re continuing to closely monitor the situation. Delayed payments are going into Member accounts and they should now all be processed.
We’re committed to making this right and will work with our Members. If you have been financially impacted, please email us and we will respond to you within 48 hours.
Email us at [email protected]
What went wrong?
The issues commenced from a systems failure, which impacted a number of services in our network. Our team worked around the clock to determine the root cause of the issue and implemented a solution to resume services for Members. We’re now working hard to ensure this doesn’t happen again. There is no indication that there was any risk to the security of your accounts or to your personal data.
Why did it take so long to fix?
Outages like this are rare and it took our team several hours to recover our systems once power was restored. Our teams worked 24/7 to restore systems quickly, and continue to work hard to monitor the situation to ensure no further disruptions.
What happened next?
On Saturday, 12 February our Mobile App, Internet Banking and Phone Banking services were offline for planned maintenance to restore full performance to our systems following last week's outage.
To minimise the impact to our Members, these services were offline between 11:00pm AEDT Saturday, 12 February through to 7:00am AEDT Sunday.
Access to our ATM network, EFTPOS and Credit transactions was not affected by this planned maintenance.
We’ve now completed our planned maintenance and all systems are back online. This means you can access your accounts as normal through our Mobile App, Internet Banking and Phone Banking services.
Thanks for your patience while we completed this important maintenance.