Travel & rewards credit cards
Balance transfer credit cards
Low rate credit cards
No annual fee credit card
Citi Ready Credit
Help with loansOperational Incidents & Quarterly Reporting Revision - Archive
Availability of payments services to individuals and businesses provided by Citi
Selected services – April – June 2024
| 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- | 100.00% | -NA- | 100.00% |
| Significant outages due to problems at Citibank (in hours: minutes) | -NA- | -NA- | 00:00 | -NA- | 00:00 | -NA- | 00:00 |
| Significant outages due to problems at system-wide infrastructure or natural disaster (in hours:minutes) | -NA- | -NA- | 00:00 | -NA- | 00:00 | -NA- | 00:00 |
Selected services – January – March 2024
| 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 | 99.95% | 100.00% | 100.00% |
| Significant outages due to problems at Citibank (in hours: minutes) | NA | NA | 00:00 | NA | 01:10 | 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 |
Selected services – October – December 2023
| 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 | 99.79% | NA | 99.85% | 99.51% | 100.00% |
| Significant outages due to problems at Citibank (in hours: minutes) | NA | NA | 04:41 | NA | 03:22 | 10:45 | 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 |
Selected services – July – September 2023
| 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 | 99.88% | NA | 99.79% | 100.00% | 100.00% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 02:41 | NA | 04:35 | 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 |
Selected services – April – June 2023
| 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 | 99.73% | 99.55% | 100.00% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 05:51 | 09:05 | 00:00 |
| Significant outages due to problems at system-wide infrastructure or natural disaster (in hours:minutes) | NA | NA | 00:00 | NA | 00:00 | 00:33 | 00:00 |
Selected services – January – March 2023
| 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 | 100.00% | 100.00% | 100.00% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 00:00 | 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 |
Selected services – October - December, 2022
| 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 | 100.00% | 99.41% | 100% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 00:00 | 07:03 | 00:00 |
| Significant outages due to problems at system-wide infrastructure or natural disaster (in hours:minutes) | NA | NA | 00:00 | NA | 00:00 | 05:49 | 00:00 |
Selected services – July – September, 2022
| 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 | 99.80% | 99.66% | 100% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 04:30 | 07:19 | 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 |
Selected services – April – June, 2022
| 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 | 100.00% | 100.00% | 100% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 00:00 | 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 |
Selected services – January – March, 2022
| 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 | 99.83% | NA | 99.87% | 99.97% | 100% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 03:36 | NA | 02:45 | 00:34 | 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 |
Selected services – October – December, 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 | 99.84% | 99.90% | 100.00% |
| Significant outages due to problems at Citi (in hours:minutes) | NA | NA | 00:00 | NA | 03:31 | 02:14 | 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 |
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 Citi (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 Citi 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 Citi-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 Citi, 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 Citi 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 Citi 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).