Financial Services Guide 11.12 potx

Financial Services Guide
11.12
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Introduction
T
his Financial Services Guide is designed to assist you
in deciding whether to use any of the financial
services offered by Australia and New Zealand
Banking Group Limited (ANZ). It provides you with an
understanding of what to expect from your
interactions with ANZ.
T
he ANZ Group includes a number of companies that
provide financial services, insurance, superannuation
and investment services

.
You should refer to the section headed “ANZ’s
business interests and associations” on page 14 for
m
o
r
e
inf
o
rm
at
i
o
n
.
AF
S
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Financial Services Guide (FSG)
T
his guide contains information about
:
t
S
ervices and products provided by ANZ – it
o
utlines the kinds of services and products ANZ is
authorised to provide under its Australian Financial
S
ervices Licence as well as other services and
products ANZ offers
;
t
Remuneration received by ANZ and related persons
– it outlines the remuneration ANZ, its staff and
o
ther related persons receive in connection with
the financial services ANZ provides; and
t
A
NZ’s Complaints Process – this describes how

A
NZ deals with an
y
complaints
y
ou ma
y
have
about its services or products as well as providing
ke
y
contact details to communicate a complaint
.
You will t
y
picall
y
receive an FSG when ANZ provides
you with
f
inancial product advice or sells you a
financial
p
roduct.
Some
p
arts of the ANZ Grou
p
have their own FSG.
You will t

y
picall
y
receive their FSG when the
y
provide
you with
f
inancial product advice or sell you a
f
inancial product.
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Other documents you may
also receive
You may also receive other documents when ANZ
provides services or products to you

.
t Statement of Advice (SoA
)
– This is a record o
f

personal advice you receive as well as the
inf
o
rm
at
i
o
n
t
h
at

ad
vi
ce
w
as

based

o
n
.

You will receive an SoA when ANZ provides
personal advice to you. You will not receive an SoA
where the advice was provided during a telephone
instruction given by you to ANZ to deal in a
p
roduct listed on a market or where the
p
roduct in
question is a basic deposit product, a non-cash
pa
y
ment
f
acilit
y
, a travellers’ cheque, or a general
insurance
p
roduct
.
t
Product Disclosure Statement
(
PDS
)
–
T
his contains general information about the
product including
:

t
T
he terms and conditions
f
or the product;
t

An
y
significant risks associated with holding
the
p
roduct
;
t
In
f
ormation about the cost o
f
the product; and
t
Details of fees and charges the product provider
receives
f
or issuing the product
.
You ma
y
receive a PDS when ANZ issues
y

ou with a
product, offers to issue a product to
y
ou, or
recommends a product to
y
ou as part of personal
ad
vi
ce.
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Contacting Us
You can contact and find out more about ANZ in the
following wa

y
s:
B
y Mail
:
Australia and New Zealand Banking Group Limite
d
ABN 11 005 357 522
PO Box 537
E
M
ELBOURNE VIC 300
1
Telephone:
1
3
1
3
14
TTY:
1300

366

255
I
nternet
:
anz.com
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Products and services ANZ is
licensed to provide
ANZ holds an Australian Financial Services Licence
(AFSL). Under this licence, ANZ deals in and provides
advice and services in relation to the following
products
:
Banking
t
Basic deposit product
s
t
T
erm deposit
s
t

Electronic Bankin
g
facilities such as Automated
T
eller Machines
(
ATMs
)
Phone and Internet Banking
t
Non-cash pa
y
ment facilities such as direct debits
and che
q
ue facilitie
s
Insurance
t
Life and general insurance product
s
International
t
Foreign currenc
y
accounts and foreign exchange
co
n
t
r

acts
t
T
ravellers’ cheque
s
Investments
t
C
a
p
ital markets investment
p
roducts
t
C
ustodial arrangement
s
t
D
ebe
n
tu
r
es
t
Derivative
s
t
M
anaged fund

s
t
M
arket makin
g
for debt securities, derivatives and
foreign exchang
e
t
M
arg
i
n Loan
s
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t
Un

d
erwriting securities an
d
interests in manage
d
investment sc
h
emes
Investment schemes
t
M
iscellaneous
f
inancial investment product
s
Superannuation
t
E
mp
l
oyer-sponsore
d
t
P
ersona
l
superannuatio
n
t
Self-mana

g
e
d
As well as
p
roducts and services
p
rovided under this
l
icence, ANZ is a
l
so aut
h
orise
d
to provi
d
e t
h
e
followin
g
:
Consumer lending
t
C
r
ed
i
t

ca
r
ds
t
Home
l
oans, resi
d
entia
l
investment
l
oans an
d
equity
l
oans
t
P
e
r
so
n
al

loa
n
s
t

P
e
r
so
n
a
l
o
v
e
r
d
r
a
f
ts
Business lending and Services
t
B
us
in
ess
l
oa
n
s
t
B
us
in

ess

o
v
e
r
d
r
afts
t
C
ash management services
t
Leasin
g
and asset based finance
t
T
r
ade

se
rvi
ces
Investment lending
t
Co
mm
e
r

c
i
a
l
b
ill
f
in
a
n
ce
t
Protecte
d
equity pro
d
ucts
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Miscellaneous financial risk products
Bank drafts and bank cheques
Domestic and international telegraphic transfers.
ANZ may offer products
of other issuers
Not all products offered by ANZ are issued by ANZ
.
ANZ often acts on behalf of other product issuers
including other ANZ Group members. ANZ acts on
behalf of other issuers when it sells the following
products
:
t
Life and General Insurance
;
t
Investment and su
p
erannuation
p
roducts;
t
T
ravellers’ cheques; an
d

t
Miscellaneous
f
inancial risk products
.
I
f

y
ou need to know the name o
f
the issuer o
f
a
product that ANZ offers
y
ou, and therefore who
ANZ acts for when it offers
y
ou that product, please
r
efe
r
to

t
h
e
Pr
oduct

Di
sc
l
osu
r
e

State
m
e
n
t

o
r
Statement of Advice (if
y
ou receive either of these)
or ask
y
our adviser
.
ANZ
p
rovides all other services and
p
roducts on its
o
wn
be

h
a
lf
.
Arrangements with external
service providers
ANZ may from time to time engage a third party to
provide financial services on its behalf. Where that
third party does not hold its own AFSL, it will
provide the financial services as ANZ’s ‘authorised
re
p
resentative’
.
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Aut
h

orise
d
re
p
resentatives can
b
e eit
h
er in
d
ivi
d
ua
l
s
or
b
o
d
ies corporate.
ANZ may aut
h
orise a company or an in
d
ivi
d
ua
l
to
act as ANZ’s authorised representative

f
or sales and
mar
k
eting activities. For examp
l
e, ANZ may aut
h
orise
an external call centre and its staff to sell ANZ
products or authorise external contractors to wor
k

in ANZ branches or call centres on a temporary basis.
ANZ is responsible for the conduct of these
authorised representatives when they act on
behal
f
o
f
ANZ
.
Benefits ANZ may receive
Fees and charges
You ma
y
be charged fees for financial services or
products that
y
ou receive

f
rom ANZ or other ANZ
Group Mem
b
ers
.
Details o
f

f
ees and charges that any ANZ Group
member receives for issuin
g
products will be
co
n
ta
in
ed
in
t
h
e
Pr
oduct
Di
sc
l
osu
r

e

State
m
e
n
t
f
o
r
t
hose products.
Other benefits
In general, ANZ may receive benefits (including from
other ANZ Group members) related to the
f
ollowing:
t
Insurance policies or re
f
errals
ANZ may receive commissions or other bene
f
its
f
rom
insurers
f
or selling their insurance policies or
successfull

y
referring a customer to the insurer.
T
hese pa
y
ments ma
y
take various forms including
:
- a bulk payment per policy opened; o
r
-
a proportion of the first and/or subsequent years’
premium pa
y
ments.
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Commission pa
y
ments
f
rom insurers are generall
y

receive
d

b
y ANZ on a mont
hl
y, quarter
l
y or
h
alf-yearly basis
.
t
Investment an
d
superannuation pro
d
ucts
ANZ may also receive commission payments for
se
ll
in

g
investment an
d
superannuation pro
d
ucts,
which can be made up o
f:
- a percentage of the amount initially invested; o
r
-

a
percenta
g
e of the on
g
oin
g
value of the
i
nvestment
.
Commission payments ma
d
e
b
y superannuation or
investment companies are genera
ll

y receive
d

b
y ANZ
on a monthly, quarterly or hal
f
-yearly basis.
t
Securities, derivatives,
f
oreign exchange products
and warrants over mana
g
ed investment scheme
s
ANZ may
:
-
buy and sell
secu
r
ities

a
n
d
w
a
rr

a
n
ts

o
v
e
r
mana
g
ed investment schemes
;
-
issue
derivatives,
f
oreign exchange product
s

o
r
warrants over interests in manage
d
investment
sc
h
emes
;

a

n
d

-
u
n
de
rwri
te

t
h
e
i
ssue

o
f
secu
ri
t
i
es

o
r in
te
r
ests
in

managed investment schemes
.
When ANZ provides
f
inancial services in respect o
f

the above products, ANZ may bene
f
it by receiving
either of the followin
g:
-
a
margin representing the amount above which
ANZ sourced or funded the
p
roduct; o
r
-
a
percenta
g
e of the value of the first instalment
of the product plus an annual percentage of the
value of the final instalment of the product
.
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T
his ma
y
be paid quarterl
y
, or on the issue and sale o
f

various pro
d
ucts.
t
T
rave
ll

ers’ c
h
eque
s
ANZ may receive a commission of the face value o
f

any travellers’ cheque it sells to you. This percentage
w
ill depend on the currency o
f
the
t
rave
ll
ers’ c
h
equ
e
and the
f
oreign currency amount issued. This
commission is receive
d

b
y ANZ on a quarter
l
y
b

asis
.
ANZ may also receive a lump sum payment at the end
of a year. The amount of the payment and whether
ANZ receives the payment depends on the total face
value of travellers’ cheques sold b
y
ANZ in that
y
ear.
t
Miscellaneous financial risk product
s
ANZ ma
y
receive a commission for selling
miscellaneous financial risk products. Commission
payments are generally received by ANZ on a
monthl
y
, quarterl
y
or half
y
earl
y
basis
.
You may request particulars o
f

any remuneration,
commission or benefits pa
y
able to ANZ in respect
o
f
a particular product or service.
T
he amount paid to ANZ from third part
y
product
issuers will vary
f
rom time to time.
All bene
f
its to ANZ
f
orm part o
f
ANZ’s overall
earnings.
I
f
you receive personal advice, more detailed
information about fees, commissions or other
benefits pa
y
able to ANZ or
y

our adviser will be
contained in/or with
y
our Statement o
f
Advice
.
If any fees, commissions or other benefits payable
to ANZ or your adviser a
ff
ect the return payable to
you under a product, further details will also be
contained in the Product Disclosure Statement
for the relevant product.
t
Divi
de
n
ds
ANZ may also receive dividends
f
rom its ownership o
f

OnePath Australia Limited ABN 60 000 000 779.
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Remuneration or other benefits
received by ANZ Group staff
All ANZ Group staff receive a salary. Staff may also
receive commissions or benefits depending on the
product they are selling or providing advice on and
the area of the ANZ Group they work in
.
Staff may receive these commissions or other benefits
in one or more of the following ways
:
t
Payments for reaching sales and revenue targets
generated either by their own sales or for referring
customers to other areas of the ANZ Group
;
t

Bonuses based on the total value o
f
products sold
and the number of sales achieved b
y
the staf
f

member
;
t
B
o
n
uses

based

o
n
a

co
m
b
in
at
i
o
n

o
f
t
h
e
performance of the staff member’s team or
bus
in
ess

u
ni
t

a
n
d

t
h
e

staff
m
e
m
be
r’
s

o
wn
p
erformance
.
Benefits can be either monetar
y
or non-monetar
y
.
M
onetar
y
benefits are generall
y
paid directl
y
to
eli
g
ible sta
ff
into the same account into which their
salar
y
is paid, or in some circumstances, into another
account specified b
y
the staff member
.

Non-monetar
y
benefits can include shares, options,
prepaid holiday accommodation, airline tickets, gift
vouchers, discounts on
f
inancial services products
and stud
y
assistance.
You may request particulars o
f
any bene
f
its payable
to
y
our adviser in respect of a particular product or
se
rvi
ce.
If you receive personal advice, more detailed
information about fees
,
commissions or other
benefits pa
y
able to ANZ or
y
our adviser will be

contained in/or with, either your Statement of Advice
o
r
t
h
e
Pr
oduct
Di
sc
l
osu
r
e

State
m
e
n
t
f
o
r
t
h
e
r
e
l
e

v
a
n
t

product
.
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Benefits for those who refer
customers to ANZ
ANZ may pay parties including external parties and
other ANZ Group members who refer customers
to
ANZ
a

co
mmi
ss
i
o
n
o
r
ot
h
e
r
be
n
e
fi
t.
Thi
s

cou
l
d

be

made up of a single one-off payment or benefit or
calculated as a percentage of the total amount of
sales generated by their referrals
.

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ANZ’s business interests and
associations
ANZ’s subsidiaries include
:
t
ANZ Trustees Limited ABN 33 006 132 332;
t
ANZ Lenders Mortgage Insurance Pty Limited
ABN 77 008 680 055;
t
Esanda Finance Corporation Limited
ABN
6
4

00
4
3
4
6

0
4
3
;
t
ETRADE A
ust
r
a
li
a

Secu
ri
t
i
es
L
td
ABN 9
3

0
7

8
174 97
3
and its related bodies corporate an
d
t
OnePath Australia Limited ABN 60 000 000 779 and
its related bodies cor
p
orate
.
ANZ owns 16% o
f
BPAY Pt
y
Limited ABN 69 079 137 518.
indd 14
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A Record of Telephone Advice
W
here you instruct ANZ to order or transfer a product
w
hich is traded on a stock market on
y
our behalf over
t
he telephone, and ANZ provides you with advice
relating to that instruction, you may request a record
of that advice, unless ANZ has already provided you
w
i
t
h
o
n
e.
You may request a copy of the Record of Advice
relating to securities, derivatives or foreign exchange
kept by ANZ. The request must be made within seven
y
ears of the provision of such advice and should be
directed to your nominated representative.
Providing instructions to ANZ
You can contact ANZ by using the contact details set

out at the
f
ront o
f
this
g
uide. Some products and
services ma
y
have their own rules around how to
provide instructions or carr
y
out certain transactions.
Pl
ease
r
e
f
e
r
to

t
h
e
Pr
oduct
Di
sc
l

osu
r
e

State
m
e
n
t
f
o
r
y
our product
f
or these details.
Compensation Arrangements
ANZ has professional indemnity insurance
arrangements in place to meet its obligations
as

t
h
e
h
o
l
de
r
o

f
a
n AF
S
L
.
ANZ’s insurance arrangements cover claims relating to
t
he services and
p
roducts it offers and the conduct o
f

current and
f
ormer ANZ sta
ff

(
where ANZ is
responsible
f
or the conduct o
f
the sta
ff
member at
t
he time of the relevant conduct).
14 – 15

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Making a complaint
If you have a complaint about any of our products or
services, ANZ has established complaints resolution
procedures that aim to deal with and resolve your
complaint within 10 working days.
For the fastest possible resolution to
y
our complaint:
t
ca
ll ANZ
o
n 1
800

805
1
5
4
or
T
TY 1
300

366
2
55

o
r
t
T
alk to staff at your local ANZ branch or business
ce
n
t
r
e
or
t
T
alk to your Relationship Manager, Product
Specialist or Adviser
o
r

t
Send a letter to ANZ Customer Res
p
onse Centre vi
a
M
a
il
:

Locked Ba
g
4050, South Melbourne
,
VI
C
T
O
RIA
3
2
05
Em
a
il
:

m
F
a

x
:
1
800
2
6
9
030
For more in
f
ormation about ANZ’s complaints
resolution
p
rocedures,
p
lease ask for the brochure
entitled ‘Your Feedback’ at an
y
ANZ branch or
business centre, refer to
y
our Product Disclosure
Statement or go t
o
www.anz.com
/
australia
/
aboutanz
/

customercharter
/

reso
l
vecom
pl
aint.as
p
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Financial Services Dispute Resolution Schemes
If you are not satisfied with the steps taken by ANZ to
resolve the complaint, or with the result of ANZ’s
investigation, you may wish to contact the Financial
Ombudsman Service Ltd which is an amal
g

amation o
f

th
e Ban
k
ing an
d
Financia
l
Services Om
b
u
d
sman,
Financia
l
In
d
ustry Comp
l
aints Service Lt
d
an
d
t
h
e
Insurance Om
b

u
d
sman Services Limite
d
.
Financial Ombudsman Service Ltd (FOS)
GPO Box 3 Me
lb
ourne Vic 300
1
T
elephone: 1300 780 80
8
Fa
x
:
+
6
1
3
9
6
1
3

63
9
9
Email:
g

.au
Internet: www.
f
os.org.au
Alternatively, one o
f
the
f
ollowing external dispute
resolution schemes ma
y
assist in resolving
y
our
com
p
laint.
Mortgage brokers, originators and providers
Credit Ombudsman Service Limited
(
COSL
)
P
O
B
o
x A2
52
Sy
d

ney Sout
h
NSW 1235
T
ele
p
hone: 1800 138 422 or 02 9273 840
0
F
a
x
:
+
6
1 2 927
3

8
44
0
Email: in
f

u
In
te
rn
et:
www
.c

r
ed
i
to
m
buds
m
a
n
.co
m
.au
Superannuation, deferred annuities, retirement
savings accounts (RSAs)
Su
p
erannuation Com
p
laints Tribuna
l
Locked Bag 306
0
GP
O
M
e
l
bou
rn
e

Vi
c

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Australian Securities and Investments Commission
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Secu
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Commission’s (ASIC) website contains information
on complaining about companies and people and
describes the types o
f
complaints handled by ASIC. To
obtain
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urther in
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ormation contact the ASIC In
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o line:
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elephone: 1300 300 630
Fax: +61 3 5177 3999
Email: in
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Internet: www.as
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anz.com
Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Australian Credit Licence Number 234527.
ANZ’s colour blue is a trade mark of ANZ. 80230 11.2012 W307920
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