The vision for account-to-account payments in Australia

A2A vision > End-user objectives 

3 End-user objectives  

The A2A payments vision contains an aspiration for the A2A payments system to be trusted and meet the evolving needs of Australian consumers, businesses (of all sizes and sectors) and government agencies. It must therefore be designed around the outcomes that end-users expect when sending or receiving A2A payments, as articulated in a set of end-user objectives.  

Meeting these objectives will drive end-user trust and participation in the A2A payments system, ultimately resulting in better end-user experiences. The following ‘end-user objectives’ are central to the A2A payments vision: 

3.1 Safe  

A2A payments must inspire confidence: end-users can trust that protections are in place to keep their money and information safe. 

This involves end-users having the confidence that: 

• Funds are secure from the moment a payment is initiated to the time it reaches the intended recipient.
• Their personal and transaction data stays private and protected, with only intended parties able to see or use it.
• They are protected by a consistent, baseline set of safeguards against fraud and scams, regardless of provider. These safeguards should encompass preventative controls implemented before the transaction, as well as customer education measures. There is flexibility for providers to apply enhanced controls for higher‑risk payments.  
• They have access to clear, low-effort processes to report issues and dispute transactions, including appropriate escalation pathways, with transparent timeframes, clear accountability across the parties involved, and timely remediation or reimbursement when appropriate. 
  

3.2 Reliable   

A2A payments must be dependable: end-users can trust that payments will be processed correctly, at the expected time and to the intended recipient.  

Specifically:  

• If an end-user initiates or authorises a payment, they can trust it will be processed consistently and correctly, on time and to the intended recipient, regardless of the payment type, channel, system, or service providers involved. This includes at the scale required by high-volume users such as government agencies and large businesses.
• When service disruptions do occur, end-users' funds remain secure and they are provided with timely and clear information regarding what is happening and what the disruption means for their payments. This includes the provision of specific information about the impact of the disruption on high-volume and time-critical payments.
• Service disruptions are resolved in a timely manner by restoring the service, or otherwise by providing alternative means to send and receive payments.
• Appropriate measures are in place to ensure essential flows such as wages, superannuation, welfare, and bill payments will be processed reliably, including via alternative means, if required.
  
  

3.3 Affordable      

A2A payments must be affordable for end-users, with low-cost options for everyday and essential payments, and enhanced features providing clear value for money. Pricing for end-users must be competitively set, predictable and transparent.

Everyday payment services for consumers include transferring money or paying a bill. Costs for consumers largely depend on the transaction fees and charges for these types of services. Essential payments include high-volume flows such as wages, superannuation, welfare and supplier payments. Payment costs for businesses and government agencies making and receiving essential payments encompass transaction costs as well as various costs associated with processing a payment, including initiating, accepting and reconciling a payment, as well as onboarding and integration costs.   

Pricing for payment services offered to end-users must be: 

• Competitively set by individual providers in the market. A competitive A2A payments pricing environment puts pressure on providers to innovate, improve service quality and enhance benefits to end-users.  
• Predictable for a given payment type, including high-volume and time-critical payments.
• Transparent, with fees, charges (including for onboarding), service standards, terms and conditions clearly disclosed upfront, in plain language, so end-users can compare options and make informed choices.   
  
  

3.4 Easy to use   

A2A payments must be intuitive and efficient to use: end-users can pay or be paid, whenever they choose, with simple steps for consumers, smooth integration into business and government digital processes, and consistent, transparent outcomes across providers.  

An A2A payment system that is easy to use provides an end-user experience that is: 

• Simple: A2A payments are straightforward for end-users to initiate, authorise, complete and confirm quickly with minimal and clear steps.
• Convenient: End-users can make payments whenever they choose, including both during and outside business hours, at times like evenings, weekends, and public holidays, and at set intervals (e.g. monthly) through convenient tools and channels such as mobile apps, online banking, back-office systems and other emerging interfaces. Payments can be easily integrated into broader digital and business workflows.
• Consistent: End-users know what steps will be involved to send or receive payments and what outcomes will be delivered, irrespective of the payment providers involved.
• Traceable: End-users have suitable visibility over payment status, including timely notifications and confirmation of payment outcomes.  
  
  

3.5 Inclusive    

A2A payments must be widely available, with adequate support for all end-users who wish to use them, genuine choice of providers or services and the ability to switch between them with minimal friction.

An inclusive A2A payments system is one in which, subject to the relevant legal and regulatory obligations, end-users: 

• Have access to A2A payments, regardless of age, income, ability, location, language, or business size, through multiple service channel options offering tailored support. Consistent with this, standard consumer, business and government accounts for making and receiving payments must be reachable via major clearing infrastructure in the A2A payments system.
• Have freedom to choose the provider or payment service that best suits their needs and can easily change providers, without being locked in by complexity, cost, operational or technical barriers.  
• Can continue to transact, seek support and resolve challenges without disproportionate burden or risk, regardless of their personal circumstances or contexts. This includes vulnerable individuals (e.g. those with low digital skills, in remote communities, who are not confident English speakers, or those experiencing financial hardship, family violence, illness or natural disaster).  
• Have confidence that they will not be disadvantaged during any system upgrades, or product and infrastructure changes. Such transitions are implemented in ways that minimise disruption and provide adequate transition pathways for various groups, including vulnerable individuals and small businesses.