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Financial Services Guide

Financial Services Guide                                       24 June 2020  Version 1.0


This Financial Services Guide (FSG) provides important information about who we are, our services, how we are paid for our services, and your rights as a client.

This FSG provides you with key information about the types of financial services we provide under our Australian Financial Services Licence (AFSL). You should use this FSG to help you decide whether to use these services. It also explains how we (and other relevant persons) are remunerated for these services and includes details of our internal and external complaints handling procedures and how you can access them.

Who we are

This guide has been prepared and issued by Independent Fund Administrators & Advisers Pty Ltd (ABN 28 081 966 243). To obtain our services you can contact us by email or telephone as detailed below:

Office Address:  Level 3 West Tower 410 Ann Street Brisbane QLD 4000

Postal Address:  PO Box 10654 Brisbane Adelaide Street QLD 4000

Phone Number:  (07) 3238 1200

Email Address:  info@ifaa.com.au

Website:  www.ifaa.com.au

IFAA holds Australian financial services licenses (238507) under the Corporations Act 2001 and have liability in respect of services provided. IFAA has professional indemnity insurance arrangements in place in accordance with the requirements of section 912B of the Corporations Act 2001. The arrangements cover (subject to policy terms and conditions) claims arising from the conduct of IFAA and the conduct of past and present representatives of IFAA.

Our Services

IFAA may provide factual information and general financial product advice about superannuation products. IFAA will not take into account your personal financial objectives, situation or needs. IFAA does not provide personal financial advice to clients and therefore will not take into account your personal financial objectives, situation or needs.

Related Parties and Service Providers

IFAA may provide services to a number of superannuation funds including the following services:

  • Outbound calls e.g. welcome calls, campaign calls etc.;
  • Inbound calls e.g. call overflow or specific call queues or membership demographics;
  • Various administration services.

Important documents

Before you make a decision about a financial product we will either send to you the FSG directly, or make it available to you on our website.  You should also consider the following important information contained in these documents:

  • Product Disclosure Statement;
  • Any other additional information documentation;
  • Our Privacy Policy.

If we discuss a particular financial product or offer to issue, or arrange to issue a financial product to you, we will also provide you with a copy of the relevant Product Disclosure Statement (PDS). The PDS contains information about the particular product including the features, benefits, fees and risks associated with that product which will help you make an informed decision about acquiring the product.

Remuneration

IFAA will be remunerated by its clients for services delivered.  All of our staff are paid a salary, and none of our staff will receive a commission, fee or bonus for providing general advice to you.

What information is kept and can I request access to it?

IFAA have a privacy policy to ensure the privacy and security of your personal information. You can obtain copy of the IFAA’s Privacy Policy at www.ifaa.com.au or by calling (07) 3238 1200.

Enquiries and Complaints

Complaints will be handled promptly, fairly and in strictest confidence. If you have a complaint about IFAA, you can:

  1. Raise the issue by contacting IFAA on the contact details below.

IFAA Complaints Officer
Address: PO Box 10654 Brisbane Adelaide Street QLD 4000
Phone: (07) 3238 1200
Email: info@ifaa.com.au

  1. If you are still not satisfied, access external dispute resolution detailed below.

Australian Financial Complaints Authority (AFCA)

If your complaint results from decisions or conduct of IFAA, you may take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent body set up by the Federal Government that may be able to assist you to resolve your complaint. This service is provided free of charge. Generally, AFCA is able to consider your complaint once you have used our internal dispute resolution process.

Australian Financial Complaints Authority                                           
GPO Box 3                                                                                              
MELBOURNE VIC 3001

Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

AFCA can deal with complaints that relate to the provision of financial product advice by an AFS licensee.  Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Contact details

Office Address:  Level 3 West Tower 410 Ann Street Brisbane QLD 4000

Postal Address:  PO Box 10654 Brisbane Adelaide Street QLD 4000

Phone Number:  (07) 3238 1200

Email Address:  info@ifaa.com.au

Website:  www.ifaa.com.au