Ms Susan Russell:

Clearly in the midst of an incident, the priority is to ensure that we can provide support for our customers. What is important, as Mr. O'Grady outlined, is that we can continue to provide cash through ATMs and continue to provide card services for people who just need to do their day-to-day banking while we may be experiencing an incident. In this case, as Mr. O'Grady outlined, people were not able to check their balances. That was why some found themselves in unauthorised overdraft. We immediately set up a dedicated phone line for customers who may have been impacted. They could reach out and speak to us on the phone or through our branch network to ensure they had access to our services. In addition, we put in a 90-day fee-free overdraft to ensure that customers could regularise their accounts. We are now looking to put in a 90-day free loan for customers so they have the ability to put that in. We have contacted every customer by letter and are asking that they reach out to us so we can speak to them on a case-by-case basis.