An “inadvertent human error” during system maintenance was the reason Nets suffered an hour-long service outage on Feb 2.

In a media release on Tuesday (Feb 13), the electronic payment company said it has completed investigations into the incident and reiterated that the incident was not due to any systemic risk or security issues.

“We have completed investigations into the cause of the incident and concluded that the incident resulted from an inadvertent human error during system maintenance which disrupted Nets EFTOPS connection to our participating banks,” the statement read.

“Nonetheless such an error should not have occurred.”

When asked about details of the incident or whether any staff is involved, Nets declined to comment. 

Nets said it has submitted an investigation report to the Monetary Authority of Singapore (MAS) and engaged an independent consultant to validate and further enhance its process to prevent the recurrence of similar incidents. 

Responding to TODAY's queries about whether Nets will be facing any penalties or in breach of any standards, a MAS spokesperson said it is "reviewing the investigation report submitted by Nets".

"We will closely monitor the follow-up actions and rectification of processes by Nets and assess if further supervisory actions are necessary," added the spokesperson. 

On Feb 2, all cashless services provided by Nets were unavailable from 2pm to 3pm. This affected thousands of customers who had to turn to cash payments at food and beverage outlets, supermarkets, and hawker centres.

Following the incident, the MAS said that it took a “serious” view of some 100,000 affected Nets payment points, including major retailers, food courts and supermarkets.

Source:
courtesy of TODAY

by Today

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