Financial Service Guide
- our products and services;
- any potential conflicts of interest in providing you with our product and services;
- how we and our staff are remunerated;
- our complaints handling process; and
- how to contact us.
OTHER DOCUMENTS YOU MIGHT RECEIVE
When investing in an Xtras Health Plan product you will be provided with a copy of the relevant Product Disclosure Statement (PDS). The PDS will be provided to you by Xtras Health Plan, via the website and is downloadable. PDS contains information about the financial product, including its features, benefits, any terms and conditions, fees and charges, and significant risks.
ABOUT XTRAS HEALTH PLAN
Xtras Health Plan is a savings-based health plan, where unused funds accumulate over time and is designed to enable health and save money. The key focus and driver of Xtras Health Plan is to enable the health of its members by offering a platform to connect with health providers registered on its portal as well as with health providers who are not registered on the portal. With the health providers who are registered on the portal, members have access to capped price service.
FINANCIAL SERVICES AND FINANCIAL PRODUCTS WE ARE AUTHORISED TO PROVIDE
Our Australian Financial Services Licence (AFSL) authorizes us to provide general advice only and deal in:
- • basic deposit products; and
- • deposit products other than basic deposit products
- • Non-Cash payment products
This FSG is only designed for retail clients only and is not intended for wholesale clients.
FINANCIAL PRODUCT ADVICE
Our staff is only authorized to provide you, general advice only in relation to the financial products described in this FSG. We are responsible for the financial services and products provided to you under our AFSL and we do not act as a representative of any other licensee in relation to the financial services we provide.
GENERAL ADVICE NOTICE
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.
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.
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.
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.
AUSTRALIAN FINANCIAL COMPLAINTS AUTHORITY OR AFCA
MAIL: GPO BOX 3, MELBOURNE, VICTORIA, 3001
PHONE: 1800 931 678
PROTECTING YOUR PERSONAL INFORMATION
HOW TO PROVIDE INSTRUCTIONS TO US
We can only accept instructions from you via your membership portal, you will have to be logged in to provide instructions and may be required to authenticate the instructions by entering a one-time password sent to your mobile phone registered on the platform
YOU CAN CONTACT US BY THE FOLLOWING METHODS
Calling our Client Services team on
Xtras Health Plan,
Suite 2, 36 Macaree Street,
Email: [email protected]
in person with prior appointment at,
Suite 2, 36 Macaree Street,
Proudly Australian for Australians
Australian Owned and Operated
Xtras Health Plan Ltd – AFSL500574
Xtras Health Plan Savings Scheme – ARSN 627076411
Xtras Health Plan Ltd – ACN 618020885
Xtras Health Plan Savings Scheme (Xtras) is not an insurance policy and you should consider your personal circumstances before deciding whether to open an account. Funds deposited to an account will not be eligible for a private health insurance rebate. Xtras may be considered as a replacement for or to act supplementary to private health insurance depending on your personal circumstances. Xtras Health Plan Ltd does not warrant that Xtras is suitable for your personal circumstances and you should consider your health and financial needs before deciding whether to open an account. There is a risk that you may have insufficient funds in your account to meet the costs of health treatment depending on the treatment required and amount deposited to your account.