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
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
1) Who we are and how we can be contacted
a) Who we are
eRefunds is an unlisted public company which has been issued with an AFS licence
(by the Australian Securities & Investments Commission (ASIC) – AFS licence 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:
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:
the terms and conditions (T&Cs) which govern the services we may
provide to you; and
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.
Providing instructions to eRefunds
You can give
us instructions by telephone, mail or email.
At eRefunds the privacy of personal information is important to us. Any
personal information collected will be handled in accordance with our Privacy
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 licence, 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
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.
eRefunds will not receive commissions in relation to the provision of its
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
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
responsible for the financial services described in this FSG and is legally
obligated to in all circumstances act in investor’s best interests.
All transactions in which eRefunds may have, or may be perceived to have, a conflict of interest will
be conducted in accordance with eRefunds‘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
a) Making a
eRefunds is committed to providing a high standard of client service and to
act 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‘s 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.
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