ATMs – Our 99% Commitment

We know that the performance of our ATMs is a significant issue for some of our members. Our performance standard is for our ATMs to be available to our members 99% of the time. When we fail to meet that standard we take further action. This year we have replaced ATMs and changed service suppliers.

Fee Refunds!

When one of our ATMs is down due to an unscheduled service interruption we know you are inconvenienced. On government paydays we have zero tolerance for downtime. A sign will be posted at each ATM directing members to an alternate ATM. Fees incurred using the alternate ATM will be reimbursed the next business day. On non-government paydays an ATM may be down for up to two hours. Again a sign will be posted to each ATM directing members to an alternate ATM. After two hours, fees incurred using the alternate ATM will be reimbursed the next business day.

We will also work to ensure that maintenance is scheduled at a time which limits inconvenience. Once it is scheduled we will post a sign at the ATM 48 hours prior to the time the machine will be unavailable. ATM fees will not be reimbursed during scheduled maintenance downtimes.

While we cannot control service interruptions we can limit the impact on our members.