Financial Services Guide

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1 Financial Services Guide This Financial Services Guide (FSG) is dated 1 July, 2015

2 It provides you with information about the financial services provided to you by Citigroup Pty Limited ABN AFSL No ( Citibank, we, our, or us ) and its representatives including Citigroup Business Process Solutions Pte Ltd ARBN ( CBPS ), Diners Club Pty Limited ABN ( Diners Club ), Peakbound Pty Ltd ABN ( Peakbound ), TCS e-serve Limited ARBN ( TCS e-serve ) and Tata Consultancy Services (Philippines) Inc. ARBN ( TCS Philippines) to help you decide whether to use the financial services offered. It also provides information on how Citibank and other relevant persons are remunerated and about what to do if you have a complaint and how it will be dealt with. Distribution of this FSG by its Authorised Representatives has been authorised by Citibank. With this FSG, you may also receive a Product Disclosure Statement ( PDS ) for a life insurance, general insurance or consumer credit insurance product (the Insurance Products ) when we may make a recommendation to you to buy an Insurance Product and/or arrange it to be issued by third parties. The purpose of the PDS is to help you compare products and make an informed decision about whether to acquire the Insurance Product. The PDS includes information such as the fees payable, risks, benefits and significant characteristics of the particular Insurance Product. Citibank Citibank holds an Australian Financial Services Licence (AFSL No ) and is authorised to deal and to provide general advice on the Insurance Products. You can contact Citibank by calling or write to Citibank, GPO Box 40, Sydney NSW CBPS, Diners Club, Peakbound, TCS e-serve and TCS Philippines CBPS (Authorised Representative No ), Diners Club (Authorised Representative No ), Peakbound (Authorised Representative No ), TCS e-serve (Authorised Representative No ) and TCS Philippines (Authorised Representative No ) are all authorised representatives of Citibank and may be engaged to provide financial services* on behalf of Citibank in relation to an Insurance Product. The financial services provided by CBPS, Diners Club, Peakbound, TCS e-serve or TCS Philippines, in relation to this FSG are provided for Citibank only. Should CBPS, Diners Club, Peakbound, TCS e-serve or TCS Philippines offer to provide you with any financial services under another authorisation, you will receive an FSG in relation to that service. You can contact: CBPS at GPO Box 40, Sydney NSW 2001 Diners Club at GPO Box 5088, Melbourne VIC 3001 Peakbound at Level 3, Meagher Street, Chippendale NSW 2008 TCS Philippines at 10th Floor, Ascendas Accralaw Tower, Second Avenue corner 30th St, E square I.T. Zone, Crescent Park West, Bonifacio Global City, Taguig City 1634, Philippines

3 Our Authorised Representatives change from time to time. The list above is correct as at the date you are provided this FSG. You can obtain a copy of our current FSG from or by phoning *Financial services provided Representatives of Peakbound, TCS e-serve or TCS Philippines may call you to discuss the offer of insurance described in the relevant PDS, if we have provided one to you. Representatives of Citibank, CBPS, Peakbound or TCS Philippines may discuss with you the offer of insurance when you contact any of them. These representatives are authorised to provide you with general advice only, relating to these Insurance Products. They are not able to provide you with personal advice, which means that your personal financial situation, needs and objectives will not be considered. Citibank is responsible for the financial service provided to you. As an Authorised Deposit-taking Institution, we are not required by the Australian Securities Investments Commission to obtain professional indemnity insurance. How do I pay for the financial services provided? If you purchase any of the Insurance Products, you will be required to pay a premium as described in the PDS and this charge is automatically billed to your nominated account. If you do purchase any Insurance Product there is no direct charge to you for the service provided. The Citibank representatives that provide you with information about the Insurance Products are paid salary or wages and may, where permissible, receive a commission of up to 40% of their salary (paid monthly), dependent upon their achievement of key performance indicators, including quality of service to you and sales of the Insurance Products. They may also be entitled, where permissible, to other incentives, such as gift vouchers. For selling Insurance Products that are credit card insurance products, Citibank receives, where permissible, up to 20% commission of the premium amount from financial product issuers. This is a not a direct additional cost to you. Citibank representatives may receive from Citibank, where permissible, up to $15 per sale of credit card insurance products. Citibank representatives may also be paid, where permissible, bonus payments for the sale of credit card insurance products based on the achievement of sales targets. This is not a direct additional cost to you. For Insurance Products that are general insurance products, Citibank s brokers may receive from Citibank, where permissible, up to $40 per sale for referrals to Allianz Australia Insurance Limited that result in product sales. This is not a direct additional cost to you. For selling general insurance products, Citibank receives, where permissible, up to 30% of the first year s annual premium and 30% of the annual premium after the first year as ongoing commission from issuers. This is not a direct additional cost to you. Citibank representatives may receive from Citibank, where permissible, up to $40 per sale of general insurance products. In relation to Insurance Products that are life insurance products, Citibank s representatives may receive from Citibank, where permissible, up to $20 per lead for the generation of leads for the sale of life insurance products. This is not a direct additional cost to you. For selling life insurance products, Citibank receives, where permissible, up to 150% (plus GST) of the first year s annual premium and up to 35% (plus GST) of the annual premium after the first year s ongoing commission from issuers. Citibank representatives may receive from Citibank, where permissible, benefits equalling up to the

4 amount of commission that Citibank receives. This is not a direct additional cost to you. Citibank may, where permissible, receive marketing rebates, sponsorship payments, system and administration rebates, or non-monetary benefits, such as briefings, training and sales materials from financial product issuers with whom insurance policies are placed. You may request particulars of these benefits by contacting us within a reasonable time after receiving this FSG and before any financial service set out in this FSG is provided to you. Insurance products Citibank has a distribution agreement with MetLife Insurance Limited ABN AFSL No ( MetLife ) until July 2015, which means that Citibank will distribute non-superannuation life insurance, total and permanent disability and trauma insurance during that period where such insurance has been issued by MetLife in addition to insurance products issued by other providers including AIA Australia Limited ABN AFSL No ( AIA Australia ), OnePath Life Limited ABN AFSL No , Allianz Australia Insurance Limited ABN AFSL No , ACE Insurance Limited ABN AFSL No , The National Mutual Life Association of Australasia Limited ABN AFSL No , Suncorp Life and Superannuation Limited ABN AFSL No , AAI Limited ABN , AFSL (AAI.) Diners Club distributes insurance issued by ACE Insurance Limited ABN AFSL No Under a distribution agreement that Citibank has with AIA Australia until 2029, Citibank distributes life insurance products issued by AIA Australia. As part of or as a result of that agreement (in addition to receiving, where permissible, commissions for the sale AIA Australia insurance products) Citibank will be paid certain set-up costs, access and distribution fees and may be paid performance bonuses for achieving certain sales targets and may receive marketing and sales allowances. An issuer, for example AIA Australia, may (in accordance with the terms of its agreement with Citibank) continue to pay commission to Citibank in respect of an insurance product held by you, notwithstanding the relationship between Citibank and you has ceased. What if I have a complaint? We have established a free complaints resolution process. If you have a complaint please call Citibank on We will take action to investigate your complaint and will respond to you in writing, unless agreed otherwise, within 21 days to tell you of the outcome or that we need more time. You may also wish to write to us. Our address is: Citigroup Pty Limited Customer Advocacy Unit GPO Box 204, Sydney NSW 2001.

5 If you are not satisfied with our response you can contact the Financial Ombudsman Service ( FOS ), our free external dispute resolution service, who will then investigate the matter. The telephone number is The address is: The Manager Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC Please contact CBPS, Diners Club, Peakbound, TCS e-serve or TCS Philippines if you require further information about their relationships with other AFS licensees. Privacy Consents and Notifications This section sets out important privacy consents that you give us by completing an application for an Insurance Product. 1) We collect, use and disclose your personal information: to provide and manage your products, accounts and services and to manage your relationship and arrangements with us; so we can comply with applicable laws both in Australia and overseas (for more details about relevant Australian laws please see our Privacy Policy); and for other purposes as listed in our Privacy Policy. 2) If you do not provide us with the information we ask for or the information provided is incorrect or incomplete, we may not be able to provide or manage the products or services that you are seeking. We usually collect your personal information directly from you, however, sometimes we may need to collect personal information about you from third parties such as an insurer for the purposes described above. Disclosures of your personal information 3) We may provide your name, residential address and date of birth to a credit reporting agency for the purpose of verifying your identity in accordance with the requirements of the Anti-Money Laundering and Counter-Terrorism Financing Act As part of providing that information to the credit reporting agency, we may request the credit reporting agency to provide an assessment of whether the personal information matches (in whole or part) personal information contained in a credit information file maintained by the credit reporting agency. The credit reporting agency may prepare and provide an assessment to Citibank and may use the names, residential addresses and dates of birth contained in credit information files of other individuals, for the purpose of preparing such an assessment. If you don t wish for Citibank to use this method to verify your identity, you may go to a Citibank branch or an Australia Post branch with appropriate forms of identification in order for your identity to be verified in person. 4) We share personal information about you for the purposes described above (as well as otherwise permitted by the Privacy Act) with:

6 our related companies, sales agents and organisations that carry out functions for us or on our behalf in Australia and overseas; any broker, insurer, financial, legal or other adviser acting in connection with your product or application; regulatory and tax authorities in Australia and overseas; organisations wishing to acquire an interest in any part of Citibank s business; and other organisations as further set out in our Privacy Policy. Disclosures to overseas recipients Some of the recipients to whom we disclose your personal information may be based overseas. We may also use service providers based overseas. It is not practicable to list every country in which such recipients are located but it is likely that such countries will include the United States of America, India, the Philippines and Singapore. You acknowledge that by consenting to us disclosing your personal information to overseas recipients, Australian Privacy Principle 8.1 will not apply to the disclosure and as a result we may not be liable under the Privacy Act if the recipient does not act consistently with the Australian Privacy Principles. By completing an application for an Insurance Product you consent to disclosures to such overseas recipients. Our Privacy Policy (including how to access, correct information and make a complaint) 5) You can view the Citibank Privacy Policy on our website or obtain a copy by calling us on This policy includes information as to how you can access and/or seek correction of the personal information we hold about you. A charge may apply for providing you with access to your personal information. Our Privacy Policy also contains information as to how you can complain about a breach by us of the Privacy Act and how we will deal with such a complaint. Your marketing communications preferences 6) By completing an application for an Insurance Product you agree that Citibank, Citigroup affiliate companies and their partners may use your personal information (including your telephone number, regardless of whether it is listed on the Do Not Call Register, and your or other electronic addresses) to keep you informed about other products, services and offers which may be of interest to you. They may do this by phone, mail, , SMS or other electronic messages (without an unsubscribe facility). Citigroup operates in several different lines of business including banking, credit cards, consumer finance, securities and insurance. These consents operate indefinitely and shall remain in effect unless and until you notify us that you do not want to receive such communications. If you do not wish to receive these communications please notify us in writing or by phone on Please note that if you have not told us that you do not wish to receive these communications by phone, you may be contacted even if you have registered your phone number on the national Do Not Call Register. MCG13952_(0715)

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