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Operational Incidents & Quarterly Reporting Revision

Availability of payments services to individuals and businesses provided by Citibank

Selected services – July-September’2021

  Payment service
  Withdraw/deposit cash at ATM Transact over the counter through a branch Make card payments (cardholders) Accept card payments (businesses) Access accounts using online banking (web browser or mobile device app) Make/receive account transfers – fast payments Make/receive account transfers – next business day
Service availability % NA NA 100.00% NA 99.97% 100.00% 100.00%
Significant outages due to problems at Citibank (in hours:minutes) NA NA 00:00 NA 00:40 00:00 00:00
Significant outages due to problems at system-wide infrastructure or natural disaster (in hours:minutes) NA NA 00:00 NA 00:00 00:00 00:00

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 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 Citibank's operating or data centres.
Withdraw/deposit cash at ATM NA
Transact over the counter through a branch NA
Make card payments (cardholders) Ability to use a Citibank-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 devices.
Accept card payments (businesses) NA
Access accounts using online banking (web browser or mobile device app) Ability to log in, transfer between own accounts at Citibank, 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 Citibank 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 customer to initiate transfers due to unavailability of web or app banking channels, or a branch.
Make/receive account transfers - next business day Ability of Citibank 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.

*For detailed information on the compilation of the disclosure data, see RBA Reliability Disclosures (PDF).