Westpac has experienced its first major systems outage since launching its new online and mobile banking platform late last year, with services unavailable to customers for around nine hours into Wednesday evening.
Customers were unable to access Westpac's online banking services from the early afternoon on Wednesday, with most complaints coming in from 3pm AEDT.
The bank declined to detail the cause of the outage but said it was investigating “with a matter of urgency” and would provide further updates “in due course”.
The issue affected online banking and the bank's mobile banking apps.
We are currently still having issues with online & mobile banking. Westpac customers can continue to call on 132032& access ATMs&EFTPOS— Westpac Bank (@Westpac) January 29, 2014
Westpac quietly launched its new online banking platform — based on Fiserv technology — in early November 2013, with 4500 Westpac staff brought on to test out the platform.
The bank is progressively rolling out the platform and plans for it to be complete by the end of 2014.
The system allows customers to access real-time account balances and displays of credit-card purchases, search history for up to three years, and provides mobile access to a range of new information services.
UPDATE: Westpac has advised customers that online banking returned to full service shortly after 12:30am.
The bank advised that "Westpac customers will not incur any additional fees as result of this delay. We encourage all customers including business customers who have any queries to contact their local bank manager or a customer service representative on 132 032."
UPDATE: Our Online and Mobile Banking are now returning to full service. Once again please accept our apologies.— Westpac Bank (@Westpac) January 29, 2014