Australians almost fully moved to digital banking. The volume of transactions made via mobile wallets exceeded 160 billion Australian dollars, while cash withdrawals from ATMs totaled 353 million Australian dollars.
In 2024, 99.3% of all customer interactions with banks occurred through digital channels — web banking, mobile apps, and chatbots. Over the past five years, online logins via mobile apps increased by 87%, while branch visits dropped by 46% in cities and 63% in regional areas. These figures come from a report by the Australian Banking Association, prepared in partnership with Accenture.
Notably, the frequency of banking interactions grew by 68% between 2019 and 2024, and chatbot inquiries rose by 1,778% during the same period. At the same time, cash withdrawals from ATMs are decreasing annually by 9% since 2019.
Meanwhile, mobile wallet usage increased 23-fold compared to 2019. In 2024, Australians made payments totaling 160 billion Australian dollars through mobile wallets — 28% more than the previous year. The number of transactions via mobile wallets reached 4.03 billion.
Despite widespread digitalization, banks continue to invest in offline infrastructure. Australia maintains a network of over 3,400 banking service points operating within postal branches, providing offline services in remote regions where about 27% of the population lives. At the same time, the number of ATMs steadily declined, from 32,600 in 2016 to fewer than 25,000 in 2024.
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