Important Member Notification – System Outage
7:30pm Friday 9 Feb 2018
We can now confirm that all of the following services are now operational:
• Internet Banking
• Mobile App
• Card Services
• Direct Credit and Debits
• ATM and EFTPOS transactions
Our Member Contact Centre is open till 8pm tonight to further assist any enquiries.
Thank you for your understanding and support throughout today.
7:00pm Friday 9 Feb 2018
We are pleased to advise that the following services are now online and available to members:
• Internet Banking
• Card Services (including ATM and EFTPOS Transactions)
Please note we are informed that our Mobile App is expected to online within 30 minutes.
The Member Contact Centre hours have been extended to 8pm tonight to continue to provide assistance.
The next update will be provided at 7:30pm.
6:15pm Friday 9 Feb 2018
We are currently verifying the integrity of the services being activated.
The next update at 7pm will outline which services are available to members.
Our first priority to be brought online is Card Services
5:45pm Friday 9 Feb 2018
We apologise for this continued outage. The rollout of systems coming back online is taking longer than originally anticipated.
All Branches, including our Member Contact Centre, will be open until 7pm tonight to assist members.
A further update will be posted at 6:15pm.
5:00pm Friday 9 Feb 2018
Key services will shortly be in a progressive rollout to bring back online.
The decision has been made to keep all branches open until 6pm tonight to assist members.
Our Member Contact Centre is open until 7pm tonight and is available on 1300 365 7 24.
The next update is planned for 5:45pm
4:00pm Friday 9 Feb 2018
We can confirm our Member Contact Centre will be staying online until 7pm tonight to further assist with any enquiries. Please call 1300 365 7 24.
Our systems are currently being brought back online with our target still being 5:30pm for full system functionality.
We again express our sincere thanks to all our members for your continued patience and understanding today.
3:00pm Friday 9 Feb 2018
The process of restoring key member services is on track for the stated operational time of 5:30pm today.
We sincerely thank you for your understanding and patience throughout this extended system outage.
Our next update at 4pm will confirm details regarding extended opening hours for today to assist our members.
Our Member Contact Centre is available on 1300 365 7 24 for any enquiries or assistance you may need.
2:15pm Friday 9 Feb 2018
We apologise for the slight delay in this update, but we have just been provided some good news.
Our technical teams have advised that the initial testing process has now concluded.
The technicians are now in the process of restoring key member services and we expect to have all services back online and operational by 5:30pm today.
We can also confirm that this outage was due to an internal server error, and that no customer data has been compromised.
1:00pm Friday 9 Feb 2018
As per our most recent communication, the testing phase is ongoing to ensure system integrity.
We have made arrangements for our Member Contact Centre and Branches to extend opening hours today to help facilitate member transactions and enquiries
Further information will be provided at 2pm.
12:00pm Friday 9 Feb 2018
The identified solutions are currently being tested to ensure system integrity prior to implementation in our live system.
We anticipate that we will be in a position to restore services shortly, subject to successful testing.
Further information will be provided at 1pm.
Our Member Contact Centre and Branch Network continue to provide assistance for individual member needs.
We sincerely apologise for the inconvenience this has caused our members, and advise that at this time all of our support teams are working to correct the issues as quickly as possible.
11:00am Friday 9 Feb 2018
Thank you for your continued understanding and patience with the current system outage.
We have identified a resolution and are currently in the process of applying the solution, which is in the hands of our Technical Service Providers.
As a reminder, our Member Contact Centre and Branch Network are providing assistance for individual member needs.
Please call 1300 365 7 24 for urgent assistance.
10:00am Friday 9 Feb 2018
We are currently awaiting information to allow us to apply a rapid solution and get all systems operational.
For urgent assistance please call 1300 365 7 24 or visit your local branch.
9:00am Friday 9 Feb 2018
Our technical team are currently working to resolve the known issues.
At present all our services are impacted and we will continue to update on the hour until resolved.
Our Member Contact Centre team are available on the phones and our branch teams can also assist you at this time with any specific service requirements.
Please call 1300 365 7 24 for immediate support.
I again apologise for this service interuption.
The next scheduled update will be provided at 10am
Neville Parsons CEO
8:00am Friday 9 Feb 2018
I advise that the system maintenance deployed overnight to correct the issues that arose on Wednesday encountered further technical issues.
Our technical team have identified the issue impacting the services and are currently working on a resolution. At present all services are impacted and we will continue to update on the hour until resolved.
Our Member Contact Centre team are on the phones and will assist you at this time with any specific service requirements. Please call 1300 365 7 24 or email email@example.com for support.
At this time our Technology Services Provider is working to have all services to resume as normal.
I also advise that all further updates re this current situation will be posted on our Website front page (www.hccu.com.au) and on our Facebook Page. ( https://www.facebook.com/holidaycoastcreditunion) on the hour until resolution and all services working.
The following services remain affected at this time:
· Internet Banking
· Mobile Banking
· Phone Banking
· Card services – ATM & EFTPOS transactions
I again sincerely apologise for the delay in our maintenance and remediation and for the inconvenience caused and advise that at this time all of our support teams are working to correct the issues and get us fully operational as soon as possible.