About this document

The Financial Services Guide (FSG) is an important document which eRefunds Pty Ltd ACN 632 618 887 (eRefunds, we, us or our) as an Australian financial services (AFS) licensee is required to provide to you.

If you are interested in using the services of eRefunds, this FSG is designed to help you consider whether to use our services and provide you with an understanding of what to expect from our relationship. The FSG contains important information about:

  • who we are and how we can be contacted;
  • the types of products or services we are authorised to provide;
  • how we are remunerated;
  • conflicts of interest; and
  • internal and external dispute resolution procedures and how you can access them.

Any advice which we give you will be of a general nature only and will not take account of your objectives, financial situation, or needs. If you want personal financial product advice that takes into account your objectives, financial situation, or needs, you should contact a financial adviser.

1) Who we are and how we can be contacted

a) Who we are

eRefunds is an unlisted public company that has been issued with an AFS license (by the Australian Securities & Investments Commission (ASIC) – AFS license number 519282.

Further information on our people and products can be found on our website at www.erefunds.com.au

b) Our contact details

eRefunds can be contacted in a number of different ways:

Email: Info@eRefunds.com.au
Website: www.eRefunds.com.au
Post: Level 4, 80
Market Street, South Melbourne, Victoria, 3025

c) Documents you may receive

If you choose to use our services you may receive important documents.  When you engage our services, you will:

  • agree to the terms and conditions (T&Cs) which govern the services we may provide to you, and
  • be asked to sign a Letter of Authority which authorises us to correspond on your behalf with a bank or insurer who you have or have had an insurance policy with.


d) Providing instructions to eRefunds

You can give us instructions by telephone, mail or email.


e) Personal information

At eRefunds, the privacy of personal information is important to us. Any personal information collected will be handled in accordance with our Privacy Policy. Our Privacy Policy details how we comply with the requirements of the
Privacy Act in the handling of your personal information.

A copy of that policy can be obtained by visiting the eRefunds website at www.erefunds.com.au. If you would like a copy of the information we hold for you, please contact us. We may charge you our reasonable costs of accessing and/or photocopying your personal information that you request.

2) The financial services we are authorised to provide

Under its AFS license, eRefunds is authorised to provide the following financial services to retail and wholesale clients:

the provision of financial product advice in respect of general insurance products; and

dealing in a financial product by applying for, acquiring, varying, or disposing of general insurance products.

3) How we are remunerated

a) Payments to eRefunds

eRefunds may charge fees for the services it provides. These fees may include service fees calculated as a percentage of a refund that we obtain on your behalf.  Full details regarding the fees charged by eRefunds will be outlined in the T&Cs issued by eRefunds.


b) Commissions

eRefunds will not receive commissions in relation to the provision of its services.


c) Remuneration or other benefits received by eRefunds staff

Our employees and directors may receive salaries, bonuses, commissions, and other benefits from us where permitted by law.


d) Remuneration or benefits paid to those who refer clients to us

eRefunds will not pay commissions to intermediaries who refer you to the services provided by eRefunds.

4) Conflicts of interest

eRefunds is responsible for the financial services described in this FSG and is legally obligated to in all circumstances act in the investor’s best interests.

All transactions in which eRefunds may have, or maybe perceived to have, a conflict of interest will be conducted in accordance with refunds’s related party transactions and conflicts of interest policy.

Under this policy, eRefunds may be required to disclose conflicts of interests to customers and to ensure that its disclosure is timely, prominent, specific, and meaningful and contains enough detail to understand and assess the potential impact on the service provided by eRefunds.

5) Internal and external dispute resolution procedures and how you can access them

a) Making a complaint

eRefunds is committed to providing a high standard of client service and acting with honesty and integrity. If our level of service or quality of products has failed to meet your expectations, we would like you to tell us.

If you have a complaint about the performance of eRefunds, then you are entitled to have your complaint dealt with in a proper and fair manner. The Constitution, Corporations Act, and ASIC Regulatory Guides detail how complaints can be made and how eRefunds must address them.

If you have a complaint, then you should notify eRefunds in writing or otherwise. Each complaint will be addressed in an equitable, objective, and unbiased manner by eRefunds’ internal complaints resolution handling process. If a satisfactory resolution cannot be reached within 45 days, then you may lodge your complaint with the Australian Financial Complaints Authority Limited (details below) which is an external dispute resolution service or take whatever other action you believe is appropriate.

Australian Financial Complaints
Authority Limited
Toll Free Telephone: 1800 931 678
Email: info@afca.org.au
Facsimile: 03 9613 6399 Online complaints: www.afca.org.au


b) Compensation arrangements

eRefunds holds a Professional Indemnity Insurance Policy, which satisfies the requirements for compensation arrangements under section 912B of the Corporations Act. Subject to the terms and conditions, the Policy provides cover for civil liability resulting from a third party claims concerning the products provided by eRefunds and its employees and representatives.

Date of preparation: 26 November 2020