Availability of payment services

Availability of payment services to individuals and businesses provided by BOQ Specialist

Selected services: Q4, 2023


Payment Service Service availability % Significant outages due to problems at BOQ Specialist
(in hours:minutes)
Significant outages due to problems at system-wide infrastructure or natural disasters
(in hours:minutes)
Withdraw/deposit cash at an ATM N/A N/A N/A
Transact over the counter in a branch N/A N/A N/A
Make card payments (cardholders) 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) 99:55 10:00 0:00
Make/receive account transfers – fast payments N/A N/A N/A
Make/receive account transfers – next business day 99:41 5:10 0.00


Historical availability of Payment Services information is available by clicking the button below.

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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 BOQ Specialist’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 BOQ Specialist 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 BOQ Specialist, 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 NOT APPLICABLE 
Make/receive account transfers – next business day Ability of BOQ Specialist 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, click the button below.

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  • Important Information

      The issuer of these products and services is BOQ Specialist. Terms and conditions, fees and charges and lending and eligibility criteria apply. You should obtain and consider the product terms and conditions before making any decision about whether to acquire the products. We reserve the right to cease offering these products at any time without notice.

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      Any information is of a general nature only. We have not taken into account your objectives, financial situation, or needs when preparing it. Before acting on this information you should consider if it is appropriate for your situation. BOQ Specialist is not offering financial, tax or legal advice. You should obtain independent financial, tax and legal advice as appropriate.