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A message from the CEO, Grant Strawbridge

20 Mar 2018

As many of you would be aware, Credit Union SA experienced a significant system disruption over the weekend and I offer my sincere apologies to members for any inconvenience suffered.

The outage occurred late on Saturday morning, preventing many members from using our website, Internet Banking, Mobile Banking apps and Phone Banking.  Some members were also unable to perform ATM, eftpos and Visa transactions throughout the day and early into Sunday morning, with services being fully restored by 4:30 am.

The outage was caused by a fault in the systems of a third party service provider and impacted other credit unions and mutual banks in South Australia and around the country. The fault was inconsistent in nature and affected members in different ways, making it very difficult for us to provide a clear solution to access your funds.   

This is not an excuse and we understand that we’ve let you down. The inability for some members to access their funds and transact during this time caused unnecessary stress and frustration, which I again unreservedly apologise for.

I want to assure members that having reliable access to your money is of paramount importance to us.  We will be working very closely with the service provider to ensure this doesn’t happen again. 

If you have any questions about the outage or need to resolve any outstanding issues, please do not hesitate to contact our Member Contact Centre on (08) 8202 7777.

I would like to thank members for your understanding and continued support.

Regards,

Grant Strawbridge
Chief Executive Officer

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