Any advice provided to you is general in nature and prepared without considering your objectives, financial situation, or needs. Before acting on any advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation, and needs.

If you are acquiring a financial product, you should obtain a copy of the relevant PDS and consider the PDS before making any decision about whether to acquire the product.

3. RELATIONSHIPS OR ASSOCIATIONS

We do not have relationships or associations with other financial providers and are not influenced in the financial services we provide to you.

4. HOW WE ARE REMUNERATIED FOR FINANCIAL SERVICES PROVIDED

Xtras Health Plan charges a fee for financial products provided to you. All fees and charges are specified in the relevant PDS for each financial product. We do not charge you fees for providing general advice.

Our employees and directors receive salaries, bonuses, and other benefits (including non-monetary benefits) from us. Bonuses and other benefits are discretionary and based on a number of factors relating to their overall performance. Non-monetary benefits can include items such as gift vouchers or entertainment tickets. We may pay a referral fee to registered members who refer to other members.

5. COMPLAINTS PROCEDURE AND COMPENSATION ARRANGEMENTS

If you have a complaint Xtras Health Plan has internal and external dispute resolution procedures in place to deal with investor complaints. If you have a complaint, please contact either the Manager Xtras Health Plan (ACN: 618 020 885) holds an Australian Financial Services Licence (AFSL no. 500574) by phone or in writing by email to [email protected]

Please provide the following information in your correspondence:

• your contact details including name, address, telephone numbers, email, and fax, where applicable;
• what aspect of Xtras Health Plan service it relates to;
•  nature of the concern;
•  relevant dates and parties involved;
• the relevant remedy sought; and
• any other relevant information.

We will consider and respond to your complaint in writing within 2 weeks of receipt by Xtras Health Plan and shall consider and deal with complaints within 45 days of receipt. If you are not satisfied with the handling of your complaint or the decision Xtras Health Plan has made in relation to your complaint, you may contact and lodge a complaint with the Australian Financial Complaints Authority or AFCA.