Financial Services Guide
Issued: 14/10/2022
This Financial Services Guide FSG is issued pursuant to the Corporations Act 2001 and is designed to assist you in deciding whether to use any of the financial services offered by Wisr Finance ACN 119 503 221 Australian credit licence and Australian financial services licence number 458572 ‘Wisr’, ‘we’, ‘our’ or ‘us’. It provides you with an understanding of what to expect from your interactions with Wisr and includes details about the following:
the financial services and products we’re authorised to provide to you - it outlines the kinds of services and products Wisr is authorised to provide under its Australian financial services licence as well as other services and products Wisr offers;
how we and our staff are remunerated - it outlines the remuneration Wisr, its staff and other related persons receive in connection with the financial services Wisr provides;
how to contact us; and
our internal and external dispute resolution procedures and how you can access them - this describes how Wisr deals with any complaints you may have about its services or products as well as providing key contact details to communicate a complaint.
You will typically receive this FSG when Wisr provides you with general financial product advice including through the Wisr Today App or sells you a financial product.
Our products and services
Our Australian financial services licence authorises us to deal in and provide general financial product advice relating to the following product groups:
basic deposit products
interests in managed investment schemes excluding investor directed portfolio services
securities
Any advice given is general in nature and does not take into account your objectives, financial situation or needs.
Associations or relationships with other product issuers
When providing financial services that relate to the authorised product groups, we are acting on our own behalf – that is, we do not have any associations or relationships with other product issuers or third parties in Australia.
How we and our staff are paid for providing financial services in Australia
Our Australian staff are remunerated by salary that includes superannuation benefits. The amount of salary varies according to the staff member’s position within Wisr. In addition to their salary, staff may also be eligible to receive an individual reward based on their overall role performance. Individual rewards may vary based on demonstration of Wisr values including acceptable behaviours, performance against a balanced scorecard of measures incorporating customer, financial, risk/process, people, business unit/divisional performance and Wisr overall performance. Individual rewards are generally monetary and paid directly to eligible staff into the same account into which their salary is paid, or in some circumstances, into another account specified by the staff member.
In certain circumstances, staff members may be eligible to receive non-monetary rewards, such as shares, discounts on financial services products and study assistance.
If you would like more information about the remuneration that we and others receive, you may request further details by contacting us within a reasonable time after receiving this FSG and before any financial service is provided to you.
Fees payable by you
You may be charged fees for financial services or products that you receive from Wisr.
Commissions payable by us
We may source referrals from a broad range of sources. For example, we may pay fees to call centre companies, financial advisers and other businesses who refer you to us. These referral fees are generally small amounts and accord with usual business practice. These are not fees payable by you. You may obtain from me a reasonable estimate of the amount of referral fees and how it is worked out.
How do we safeguard customer information?
Your privacy is important to us and we are committed to protecting your privacy. We collect information about you and where applicable, persons acting on your behalf to manage the customer relationship we have with you, to offer you other products and services we think may you may be interested in and to comply with our legal obligations.
We aim to ensure that the personal information we retain about you is accurate, complete and up-to-date. All personal information is dealt with in accordance with our Privacy and Credit Reporting Policy. Our Privacy and Credit Reporting Policy details how we comply with the Privacy Act 1988 in the handling of your personal information. Telephone conversations to our contact centres and with our employees may be recorded for monitoring training and quality control purposes, and as a record of advice given or agreements entered into.
Compensation arrangements
Wisr has professional indemnity insurance arrangements in place to meet its obligations as the holder of an Australian financial services licence. Wisr’s insurance arrangements cover claims relating to the services and products it offers and the conduct of current and former Wisr staff where Wisr is responsible for the conduct of the staff member at the time of the relevant conduct.
Providing instructions to Wisr
You can contact Wisr by using the contact details set out at the end of this guide. Some products and services may have their own rules around how to provide instructions or carry out certain transactions.
Please refer to the Terms of Use for your product for these details.
What to do if you have a complaint
We hope you are delighted with our services, but if you are unhappy or have a complaint you should notify us by contacting our Complaints Officer by:
telephoning 1800 340 008 free call;
emailing contact@wisr.com.au; and/or
writing to our Dispute Resolution Officer at Level 4, 55 Harrington Street, The Rocks, NSW 2000,
or by speaking to any representative of our business who will refer you to the Complaints Officer, details of whom are shown above.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.
Our external dispute resolution scheme
If we do not reach agreement on your complaint, you may be able to refer the complaint to the Australian Financial Complaints Authority AFCA. You can contact AFCA by:
telephoning 1800 931 678
emailing info@afca.org.au
writing to GPO Box 3, Melbourne VIC 3001
visiting www.afca.org.au
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
Contacting us
You can contact and find out more about Wisr and our products and services in the following ways:
telephoning 1300 992 007
emailing contact@wisr.com.au