Financial Service Guide (FSG)

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1 Fiacial Service Guide (FSG) Effective date: 06 August 2015 icorporatig member product guide Savigs Term Deposits Paymet Services Isurace Home Loas Credit Facilities Police Bak Ltd ABN AFSL/Australia Credit Licece No Pelica Street, Surry Hills NSW Customs Bak is a divisio of Police Bak Ltd. All terms ad coditios that apply to Police Bak also apply to Customs Bak.

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3 Fiacial Services Guide TABLE OF CONTENTS 1. Our Fiacial Services Guide 2 2. About Your Fiacial Services Guide 5 3. Basic Bakig Products Summaries Savigs Accouts Paymet Facilities Ivestmet Accouts 8 Product Profiles (Your Basic Bakig Products at a Glace) 9 4. Membership Geeral Terms & Coditios Authorised Sigatories Joit Accouts Makig Deposits Makig Withdrawals Makig Paymets Paymet Order to Loas About your Accouts - Overdrawig, Accout Statemets, Paymet Authority / Accout Combiatio ad Accout Closure Edvest ad Reduced Fees Program Chages Privacy, Complaits, Iformatio ad Compliace Specific Terms & Coditios Savigs Accouts Ivestmet Accouts Paymet Facilities Fees ad Charges Fiacial Hardship Assistace 37 Fiacial Services Guide Page 1

4 Fiacial Services Guide 1. OUR FINANCIAL SERVICES GUIDE This Fiacial Services Guide (FSG) is desiged to help you decide whether to use our products ad services. The FSG cotais iformatio o: Product details ad advice; Our products ad services; Our busiess parters ad commissios; Our fees ad other rewards; What to do if you have a complait; How to cotact us. This documet should be read i cojuctio with our Schedule of Fees ad Charges brochure (available o our website, at our Service Cetres ad upo request). PRODUCT DETAILS Our Fiacial Services Guide (FSG) is desiged to give you iformatio you eed to make decisios about our products. You will receive a Product Disclosure Statemet (PDS) which serves the same purpose for isurace products icludig your policy terms ad coditios. Terms ad coditios will also be provided to you before takig out other products icludig Home Loas, Persoal Loas, Car Loas, Credit Card ad Overdraft Facilities. OUR PRODUCTS AND SERVICES We are licesed by the Australia Securities ad Ivestmets Commissio to advise o ad deal i a rage of products: Savigs Accouts: basic S1 Easy Access savigs accout ad other specialist accouts; Paymet Services: Direct Debit, Periodic Paymets, Redidial, Visa Debit Card, BPAY ad Iteret Bakig. Ivestmet Accouts: from 3 moths to 60 moths; Isurace: geeral isurace (home/cotets, travel, ladlord, motor vehicle) ad cosumer credit (loa repaymet) isurace. We are the product issuer for all products other tha isurace products. OUR CREDIT FACILITIES We also provide a rage of credit facilities. Please refer to our separate product brochures for further iformatio. Fiacial Services Guide Page 2

5 OUR BUSINESS PARTNERS AND COMMISSIONS Isurace Isurer Product Commissio Per Policy Alliaz Australia Motor Prestige Isurace 10% Isurace Ltd Marie & Carava Vehicle Isurace Alliaz Australia Motor Classic Vehicle Isurace 5% Isurace Ltd (CTP) Greeslip 5% Alliaz Australia Home & Cotets Isurace 18% Isurace Ltd Ladlords Isurace Alliaz Australia# Travel Isurace 30% Isurace Ltd Alliaz Australia Life Isurace 20% Life Isurace Limited~ AIG Australia Persoal Ijury Cover 20% of premium QBE Isurace Credit Protect Isurace 20% (Australia) Mortgage Protect Isurace Limited Group* Cotiuig Credit Isurace St Adrews Term Life ad Accidetal 20% Isurace Death Isurace #We have bee authorised by the licesee AGA Assistace Australia Pty Limited AFSL , a compay of the Alliaz Global Assistace Group, to arrage travel isurace which is uderwritte by Alliaz Australia Isurace Limited AFSL ~ Isurace is uderwritte by Alliaz Australia Life Isurace Limited ABN , AFS Licese No (Alliaz Life). We receive up to 20% commissio based o the premium paid for each policy, ad up to 10% for reewals. * We ca issue, vary, reew or cacel Cosumer Credit isurace policies o behalf of QBE Isurace (Australia) Limited. ABN: AFSL: ad QBE Life (Australia) Limited. ABN: AFSL: uder a bider authority, ad receive up to 20% commissio based o the premium paid for each policy. Paymet Services Travelex Ltd We provide foreig currecy through Travelex Ltd. We receive commissio equal to 1% to the value issued to you iclusive of GST ($10.00 miimum). Please refer to Schedule of Fees ad Charges brochure for more iformatio. Paymet Services Wester Uio Busiess Solutios We provide Drafts, Telegraphic Trasfers, Iteratioal Iward Fuds ad Iteratioal Cheque Deposits through Wester Uio Busiess Solutios. Refer to the Schedule of Fees ad Charges brochure for more iformatio. Please ote that Fiacial Services Guide Page 3

6 Fiacial Services Guide Telegraphic Trasfers are set via a etwork of correspodet baks, which sometimes levy a small hadlig charge o your paymet. Ay such fees, ad paymet delays are out of our cotrol. Wester Uio (Irelad) Limited We provide Wester Uio Moey i Miutes through Wester Uio Network (Irelad) Limited. We receive commissio equal to 20% of the seder fee received o trasactios both set ad paid at a Police Bak Service Cetre, ad a 20% share of ay et foreig exchage gais eared o trasactios performed by Police Bak. Please refer to the Schedule of Fees ad Charges brochure for more iformatio o fees, ad refer to our website to obtai the full product Terms ad Coditios. Access Pre-Paid Australia Pty Ltd We provide Cash Passport through Access Pre-Paid Australia Pty Ltd. We receive commissio equal to 1% to the value issued to you iclusive of GST ($10.00 miimum). Please refer to the Schedule of Fees ad Charges brochure for more iformatio BPAY We receive commissio from BPAY o Visa credit trasactios of.27% dollar value of each trasactio plus $0.32 of the paymet per trasactio ad o debit trasactios we receive $0.44 paymet per trasactio. For each idividual BPAY View trasactio we receive a delivery fee of $0.04. Bridges Fiacial Services We may receive referral commissio ragig from 0% to 30% of ay fee you pay to Bridges Fiacial Services Pty Ltd plus a icetive paymet (which will ot icrease the amout you pay Bridges or us). Staff may receive a icetive (worth up to $50) if they refer you to Bridges ad you take out a fiacial pla. Visa We also receive commissio from Visa Iteratioal o card trasactios i the rage of.12% to.57% of the relevat trasactio amout. Who we act for ad whe we are paid Whe providig these products to you we are actig o behalf of our busiess parters ad ot as your aget. All commissios are paid to us by our busiess parters whe you take out or use the product or service. The Bak, as a mutual orgaisatio, is boud to act i the iterest of its Members. Our Members are our owers. We provide good value products ad services to Members. We usually oly have oe provider of each product or service as set out i this FSG. Commissio icome ad staff icetives are desiged to serve Members by promotig Member satisfactio ad commercial viability - they should ever udermie the quality of the advice ad service we provide. Fiacial Services Guide Page 4

7 OUR FEES AND OTHER REWARDS We charge the service fees applicable to our products ad services as set out i our Schedule of Fees ad Charges brochure (available o our website, at our Service Cetres ad upo request). We pay staff a salary ad ru icetive schemes liked to sales of isurace, loas or other products. Staff may the receive, as a small proportio of overall remueratio, a mothly bous or a occasioal o-moetary beefit such as a pre-paid holiday or gift voucher. WHAT TO DO IF YOU HAVE A COMPLAINT Firstly, cotact a Member Service Officer (see back page for cotact details). If you eed further assistace, you ca use our iteral dispute resolutio service (see our Complaits Hadlig & Dispute Resolutio Guide for details). We also belog to the Exteral Dispute Cetre - Fiacial Ombudsma Service Limited (FOS). This way, if we caot resolve your dispute with us, you ca have the matter determied idepedetly by FOS. 2. ABOUT YOUR FINANCIAL SERVICES GUIDE SAVINGS, INVESTMENT ACCOUNTS AND PAYMENT FACILITIES Your Fiacial Services Guide is desiged to help you make a iformed decisio o whether to use our products. It icludes product iformatio ad terms ad coditios. You should also read our: Product brochure icludig a product summary ad terms ad coditios (this documet); Schedule of Fees ad Charges detailig costs related to each product ad service; Iterest Rate Brochure listig curret rates for savigs ad ivestmet products. You will also receive Access Methods Terms ad Coditios for BPAY, Redidial, Iteret Bakig, Visa Debit Card, Redicard ad Member Chequig. Details o our rules, costitutio ad how to joi are available o request. MEMBER CARE STATEMENT Please read the Terms ad Coditios for our products carefully before makig decisios. Always retai a copy of the Terms ad Coditios or a FSG for future referece. Each relevat provisio of the Customer Owed Bakig Code of Practice will apply to your accouts ad paymet facilities. These Terms ad Coditios eed to be read with other applicable terms ad coditios of use for specific products ad Fiacial Services Guide Page 5

8 Fiacial Services Guide the relevat codes that apply. If you are i ay doubt, please call us o ad talk to oe of our Member Services Officers. OUR IDENTITY We are a Mutual Bak. Our cetral goverig documet is our Costitutio which sets out our major rules that gover how we operate as a Bak. We are a Member of Cuscal Limited. We are also a corporatio ad as such, we are subject to the Corporatios Act ad regulated by the Australia Securities ad Ivestmet Commissio (ASIC) alog with the Australia Prudetial Regulatio Authority (APRA). As a Mutual, we have adopted the Customer Owed Bakig Code of Practice (COBCOP) as a set of stadards or promises that relates to all our dealigs with you. For more iformatio about COBCOP - please visit our website au ( for Customs Bak Members). OTHER IMPORTANT INFORMATION You ca cofirm the opeig or closig of ay accout or paymet facility by callig us o ad requestig writte cofirmatio. 3. BASIC BANKING PRODUCTS SUMMARIES 3.1 SAVINGS ACCOUNTS Our Savigs Accouts are desiged to cater for all your access ad trasactio eeds. You ca choose oe accout for all your eeds or use a combiatio of accouts for budgetig ad cash maagemet. Product Beefits Your S1 accout is a basic trasactio accout; You ca use all of our paymet facilities o your S1 accout icludig debit card, cheques, Iteret Bakig, Phoe Bakig ad We have special purpose accouts to help you budget ad make bill paymets; We have other accouts that provide higher rates of iterest plus at call access to your fuds eg. our Olie SuperSaver Accout ad Bous Saver Accout; Iterest is calculated daily ad paid to your accout twice yearly o most accouts; Please see our Iterest Rate Brochure for details o curret iterest rates for each accout. Fees ad Charges No mothly or aual accout keepig fees apply; Trasactio fees may apply to your paymet facilities ad other services. Trasactio charges i excess of Fiacial Services Guide Page 6

9 ay mothly allowaces beefit will be debited to your accout o the last day of the moth i which the fees were icurred; Reduced Fees Program - you ca miimise (or eve avoid) trasactio fees ad charges, (see our Schedule of Fees ad Charges ad the Reduced Fees Program brochure for details); A Dormacy Fee applies if you do ot use a accout for 3 years (see our Schedule of Fees ad Charges for details). Thigs to Remember Your moey ears a lower rate of iterest i a savigs accout tha i a term deposit; Market iterest rates may rise or fall for each of these savigs accout products; Withdrawal ad deposit restrictios apply to some higher iterest bearig accouts. See our Product Profiles (page 9-10) for more details o your Savigs Accouts; Olie SuperSaver Accouts ca oly be operated via Iteret Bakig ad Redidial Telephoe Bakig. 3.2 PAYMENT FACILITIES We have a rage of paymet facilities to help you with your bill paymets, icome ad other paymet eeds: Visa Debit Card - a debit card you ca use for cash withdrawals ad EFTPOS trasactios*; Redicard - a debit card you ca use for cash withdrawals ad EFTPOS trasactios*; Iteret bakig- givig you iteret access to your accout iformatio ad paymet facilities*; Redidial - our phoe bakig service offerig access to your accout iformatio ad paymet facilities*; Direct Debit - the facility to make direct debit paymets o your savigs accouts; Periodical Paymet - the facility to make set periodical paymets; Direct Trasfer - a oce oly electroic fuds trasfer; Direct Credit - for your wages or other icome from your employer or other payer; Cheque Facility - givig you the coveiece of cheque book paymets*; BPAY - for your bill paymets with access to the BPAY system*. PayAyoe - our facility that allows you to make paymets to a mobile umber or address*. * For these products Access Methods Terms ad Coditios will be provided o applicatio or request. Fiacial Services Guide Page 7

10 Fiacial Services Guide You ca establish ay paymet facility o your S1 accout. You ca set up some paymet facilities o other accouts. Fees ad Charges Trasactio fees may apply to your paymet facilities ad other services; Fees may also apply where you have a paymet dishooured or request a stop paymet; We are also paid commissio o BPAY ad Visa trasactios; See our Schedule of Fees ad Charges for details; Third parties may also impose a surcharge o electroic trasactios. Thigs to Remember Always maitai sufficiet fuds i your accouts to cover paymets you wish to make; Redicard ad Visa debit card facilities have set electroic limits to a maximum of $1000 per day per card; Always protect your PIN for Visa or Redicards ad passwords for Iteret Bakig ad Redidial. Do ot reveal PINs or passwords to ayoe; Always report ay breach of security or misuse of a paymet service by callig us immediately o ; If you ureasoably delay otifyig us, your possible loss as a result of uauthorised trasactios o your accout(s) may icrease; If ot properly safeguarded, your Member cheques may be the subject of uauthorised use or alteratio for which you may be liable; Although we take all precautios with respect to electroic trasactios, the security of electroic fuds trasfer trasactios ca ever be guarateed (particularly i electroic mediums such as the iteret, there is always a risk of iterceptio of data by a rogue or hacker); See our Product Profiles (page 9-10) for more details o your Paymet Facilities. 3.3 INVESTMENT ACCOUNTS We have a rage of ivestmet accouts to ear you iterest o your savigs at a fixed rate over a rage of terms to suit you. If you wat regular icome, we ca pay you iterest fortightly or mothly. Other accouts pay you iterest quarterly, twice yearly, yearly or o maturity; We have a wide rage of accouts - so it s up to you to choose the oe that suits your eeds; Our Edvest rage (available to Members who are 45 years or over) ca offer you a higher rate of iterest ad more regular iterest paymets. Fiacial Services Guide Page 8

11 Product Profiles - Savigs Accouts ad Paymet Facilities Savigs Accouts S1 Easy Access S2 Budget Maager S3 Christmas Club S5 Pesio Maximiser S6 Isurace Saver S8 Olie SuperSaver S10 Savigs Plus S11 Safeguard S15 Market Liked S17 Retiremet Plus S21 Edvest Redifud Plus S23 Bous Saver S24 Dyamo Accout S26 Mortgage Offset Your Savigs Accout Features Your day to day savigs accout for all your basic bakig eeds. Your fuds are at call ad ear daily iterest. You ca access your moey by card or cheque, set up bill paymets ad use iteret or phoe bakig. This is a special purpose savigs accout to help you set aside moey for purchases, bills or holidays. Your fuds are at call ad ear daily iterest. You ca set up bill paymets ad direct etries ad use iteret ad phoe bakig o this accout. This is a higher iterest earig savigs accout to help you fiace your Christmas spedig. Iteret ad phoe bakig are available o this accout. A accout desiged for pesioers ad retirees. This is a special purpose savigs accout you ca use to set aside moey for isurace paymets. Iteret ad phoe bakig are available. Direct debits ca be set up for your paymets. Do all your bakig olie. This savigs accout allows you to coduct all your bakig olie ad ear a higher rate of iterest. You ca use this high iterest rate savigs accout to ear more o your moey. You still have at call access to your moey. However, you do ot have debit card access to your fuds. Iteret ad phoe bakig services available o this accout. This is a special purpose savigs accout to help you avoid exceptio fees such as Overdraw Service fee ad Dishoour fees. Your fuds are at call ad ear daily iterest. You ca set up bill paymets ad direct etries ad use iteret ad phoe bakig o this accout. A Redicard is available to access your fuds. This is our top iterest bearig savigs accout (o-edvest). Miimum balace, deposit ad withdrawal limits apply. You do ot have debit card access to your fuds. Iteret ad phoe bakig services are available o this accout. A accout desiged for pesioers ad retirees. Edvest Members (Over 45yrs) ejoy a bous rate above our S15 Market Liked Accout. Miimum balace, deposit ad withdrawal limits apply. Iterest is paid Quarterly. You do ot have debit card access to your fuds. Iteret ad phoe bakig services are available o this accout. This is a special purpose savigs accout created to eable you to ear extra iterest if you do ot withdraw fuds. Fuds are available at call. You ca use Iteret ad Redidial Phoe Bakig o the accout. This is a special purpose childre s savigs accout created to eable childre to ear extra iterest if they do ot withdraw fuds. Fuds are available at call. You ca use Iteret ad Redidial Phoe Bakig o the accout. This is a special purpose savigs accout created to help reduce the iterest you pay o your mortgage. Fuds are available at call. You ca set up bill paymets ad use iteret ad phoe bakig o this accout. Miimum Balace $0 $0 $0 $0 $0 $0 $0 $0 $5,000 $0 $5,000 $100 $0 $0 Whe we pay you iterest Twice a year: o 30/6 ad 31/12 Twice a year: o 30/6 ad 31/12 Oce a year: o 31/10 uless you close your accout early, whe we will pay iterest o the day you close your accout. Twice a year: o 30/6 ad 31/12 Twice a year: o 30/6 ad 31/12 Quarterly: o 31/3, 30/6, 30/9 ad 31/12 each year Twice a year: o 30/6 ad 31/12 Twice a year: o 30/6 ad 31/12 Twice a year: o 30/6 ad 31/12 Twice a year: o 30/6 ad 31/12 Quarterly: o 31/3, 30/6, 30/9 ad 31/12 each year Mothly. Bous Iterest rate applies if o withdrawals ad a miimum deposit of $100 are made withi a moth Mothly. Bous Iterest rate applies if o withdrawals ad a miimum deposit of $20 are made withi a moth Accessig your moey, makig paymets ad accout iformatio Visa Card 3 Redicard 3 3 Iteret Bakig Redidial Direct Debit isurace oly Periodical Paymet Electroic Trasfer Direct Credit Overdraft 3 Cheque Facility 3 BPAY ATM/Eftpos Special Coditios Withdrawals made durig the period 1/1 to 31/10 each year are subject to a withdrawal fee. This accout is oly available to Idividual Members. No busiess accouts are allowed for this product. This accout is oly available for the paymet of isurace premiums. Accessible oly through iteret bakig ad Redidial. No card or cheque access. This accout is ot available for busiess accouts, oly idividual members. Direct Debits, Member Chequig ad Visa Cards are ot available for this product. Accout ca ot become overdraw at ay time. The miimum deposit ad withdrawal amout is $500. No withdrawals are allowed for up to 7 days after deposit. This accout is oly available to Idividual Members. No busiess accouts are allowed for this product. Oly available to Edvest Members. The miimum deposit ad withdrawal amout is $500. No withdrawals are allowed for up to 7 days after deposit. Miimum of $100 to be deposited each moth i order to achieve bous iterest. If a withdrawal is made i a moth the o bous iterest will be paid. Miimum of $20 to be deposited each moth i order to achieve bous iterest. If a withdrawal is made i a moth the o bous iterest will be paid. The accout will automatically trasfer to a Bous Saver Accout (S23) whe the member turs 18 years. No iterest is payable for this product Oly available with omiated home loas with us. Fiacial Services Guide Page 9

12 Product Profiles - Ivestmet Accouts Term Deposits I1 I2 I3 I5 I10 I12 I24 I25 I29 I31 I32 I33 I52 I53 I54 I55 Legth of Term (moths) Miimum ad Maximum Deposit ($) 1,000 9,999 1,000 9,999 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 10,000 Product Features for Ivestmet Accouts - all Members We have desiged a rage of Ivestmet Accouts to allow you to choose the term, iterest rate ad iterest paymet frequecy that suits you. You ca choose to have iterest paid mothly, twice a year, aually or simply at the ed of the term (at maturity). Iterest rates are fixed over the term of your deposit. For iterest rates for ew deposits see our Iterest Rates Brochure available at all Braches ad o our website. No fees are payable o ay Ivestmet accouts. Please ote: Ivestmets of over $200,000 are accepted subject to cofirmatio. Whe we pay you iterest At maturity Mothly Aually 3 Six mothly Thigs you should kow about Ivestmet Accouts How would you like iterest to be paid? We ca pay you your iterest by trasfer to a exteral accout or paymet to a Police Bak accout omiated by you. If we pay you iterest at maturity, we ca also pay iterest by re-ivestig with a further deposit. Reduced Iterest - If you withdraw your deposit before the ed of the agreed term, the we will pay a reduced rate of iterest from the date of deposit to the date of withdrawal. Please ote: if we have paid you iterest durig the term ad that amout exceeds the reduced iterest payable, the we will deduct the differece from your deposit. Edvest Term Deposits I4 I22 I23 I45 I46 I47 I48 I49 I51 I58 Legth of Term (moths) Miimum ad Maximum Deposit ($) 10,000 1,000 1,000 5,000 5,000 5,000 5,000 5,000 1,000 10,000 Product Features for Edvest Accouts - for eligible members 45 years ad over We have desiged a rage of Ivestmet Accouts to allow you to choose the term, iterest rate ad iterest paymet frequecy that suits you. You ca choose to have iterest paid fortightly, twice a year, aually or simply at the ed of the term (at maturity). Iterest rates are fixed over the term of your deposit. For iterest rates for ew deposits see our Iterest Rates Brochure available at all Braches ad the Bak s website. No fees are payable o ay Edvest Ivestmet Accouts. Please ote: Ivestmets of over $200,000 are accepted subject to cofirmatio. Whe we pay you iterest At maturity Aually 3 Six mothly 3 Fortightly Fiacial Services Guide Page 10

13 Ivestmet Accouts We offer ivestmet term deposits from 3 moths to 60 moths; Miimum deposit balace ad term requiremets apply. Iterest Rates We offer differet rates of iterest for each ivestmet accout; Geerally, the loger the term you choose, the higher the rate of iterest we pay; We also have targeted short-term accouts with high rates of iterest; Please see our Iterest Rate Brochure for details. Product Beefits Your iterest rate is fixed for the term of the ivestmet accout; There are o accout keepig fees payable o ay ivestmet accout products; Iterest is calculated daily ad paid at maturity or durig the term as you choose. Thigs to Remember Market iterest rates may rise or fall over the term of the ivestmet. This should be take ito cosideratio ad ca affect the rate you receive if you roll-over your ivestmet; If you withdraw your ivestmet before the ed of the term, you will be paid a reduced rate of iterest; The amout o deposit i a Ivestmet Accout ca oly be icreased o Maturity. See our Product Profiles (page 10) for more details o your Ivestmet Accouts. We will offer Special Ivestmet Accouts from time to time. Refer to the curret Iterest Rate Brochure for details. Tax Implicatios - Savigs ad Ivestmet Accouts Please ote: Iterest eared o your Savigs or Ivestmet Accout must be declared for icome tax purposes; If you do ot provide us with your tax file umber, we will deduct tax from your iterest eared at the highest persoal icome tax rate. Fiacial Services Guide Page 11

14 Fiacial Services Guide 4. MEMBERSHIP If you wish to ope a accout with us, you first eed to become a Member of the Bak. You may the apply to ope Savigs Accouts with us (either o your ow or with others) ad apply for our accout products to assist you i bakig with us. We the cosider your accout ad/or accout product applicatio ad if approved, provide the accout(s) ad/or accout product(s) to you. You must be a Member before we are able to do ay bakig busiess with you. JOINT MEMBERSHIP All ew Memberships must be sigle ; i.e. i the ame of oe perso. If you wat to have a joit accout, each idividual Member must joi together with aother Member to ope a joit accout. Please ote: all existig joit Memberships cotiue i the same maer as they did before these terms ad coditios came ito effect. TRUST Uder a trust, a Membership is opeed i your ame but you hold the Membership accout for someoe else. You ca ope ay type of accout i a trust Membership as a trust accout. The same terms ad coditios apply to trust accouts as for other accouts. Whe a trust Membership is opeed: We eed to see ay supportig documetatio (e.g. for a deceased estate, the will ad death certificate); We may eed to collect additioal iformatio about relevat parties (i.e. the trustee ad the beeficiary); CHILDREN Whe you ope ay accout for a child: We eed to idetify the child with appropriate idetificatio; For childre uder 12 years of age, the accout is opeed i the child s ame, however the adult cocered is the Authority to Operate ad accepts resposibility for ay legal issue that may arise due to the accout beig opeed i the child s ame, providig a idemity; A child uder 12 years of age caot be issued with a access card to the accout. Ay card issued to the accout would be i the ame of the adult actig as Authority to Operate. Idetificatio We must prove your idetify whe you ope a ew savigs or ivestmet accout or become a sigatory to a accout. Whe Fiacial Services Guide Page 12

15 you joi the Bak, we eed to obtai documetary proof of your idetity or a statemet from a acceptable Certifier who has see ad verified your idetificatio documets. We must do this uder the Ati Moey Lauderig ad Couter Terrorism Fiacig Act (AML/CTF) to help prevet people from usig the fiacial system for tax evasio, moey lauderig ad terrorism fiacig. We support this atiowide effort to fight crime ad will do everythig we ca to make these procedures as smooth as possible for Members. Idetity Checks To prove your idetity to the Bak you must supply the Bak with relevat idetificatio documets. A list of the required documets ca be obtaied from the Bak. Member s persoal iformatio may be provided to a third party for the purpose of verifyig your details to meet the compliace obligatios uder the AML/CTF Act legislative requiremets. Statemet from Certifier After sightig your required idetificatio documets, a acceptable certifier ca sig a statemet to prove your idetity. We will give you a form for this purpose. Judges of a Court, Magistrates, Chief Executive Officer of a Commowealth Court, a Notary Public, a Police Officer, a Aget of Australia Post, a permaet employee of Australia Post (with 2 or more years of cotiuous service), a Registrar or Deputy Registrar of a Court, a Justice of the Peace ad a member of the Istitute of Chartered Accoutats i Australia, CPA Australia or the Natioal Istitute of Accoutats with 2 or more years cotiuous service are all acceptable certifiers. COMPANIES, ASSOCIATIONS AND CLUBS Membership is ope to orgaisatios icludig: Compaies; Icorporated associatios; Social clubs. Orgaisatios ca ope most accouts, subject to these coditios: We eed to idetify the orgaisatio ad the idividuals authorised to sig documets for the orgaisatio; We eed to see documets cofirmig the appoitmet of the idividuals authorised to sig documets for the orgaisatio. Fiacial Difficulties Always cotact us promptly if you ever eed help with a fiacial difficulty especially if you have a overdraft or a loa. We will always take reasoable steps to help Members who are fidig it difficult to repay loas. We ca look at optios to reduce your paymets or exted your loa term. The earlier you cotact us, the sooer we ca help. Fiacial Services Guide Page 13

16 Fiacial Services Guide 5. GENERAL TERMS AND CONDITIONS FOR SAVINGS ACCOUNTS, INVESTMENT ACCOUNTS AND PAYMENT SERVICES 5.1 AUTHORISED SIGNATORIES Geeral You ca authorise a perso to operate your accouts. This perso is your authorised sigatory. The authorised sigatory or sigatories to the accout ca act fully ad effectively i all dealigs, matters ad trasactios i respect of the accout(s) except the applicatio for a loa; or credit facility or a redraw from a loa accout. A sigatory has the authority to do the followig: Carry out withdrawals o the accout, for ay purpose, icludig sigig cheques; Make equiries about accout balaces ad trasactios o the accout, icludig ay debit balace or available credit o a trasactioal (Cotiuig Credit Facility) accout. A sigatory DOES NOT have the authority to: Chage ay of the sigatory authorisatios o the accout; Give a 3rd party access or authority to operate o the accout; Make equiries about loa accout balaces or available credit o a loa accout (except for trasactioal Cotiuig Credit Facility accouts); Chage cotact details for the ower of the accout, icludig the mailig address for statemets, or close the accout. Appoitig a Authorised Sigatory For you to appoit a authorised sigatory you eed to: Read these terms ad coditios ad related brochures; Complete the applicatio form; Both you ad the authorised sigatory read ad sig the declaratio o the applicatio form; Give the completed ad siged applicatio form to us; Give us your authorised sigatory s idetificatio documets to satisfy the legal requiremets we may have to comply with. You are liable to pay for (or to repay) ay credit provided to ay perso authorised to operate o your accout(s). Your accout(s) will be debited with all trasactios made o your accout by a perso authorised to operate o your accout(s). Accordigly, you are resposible for all these trasactios as if you had made them yourself. Fiacial Services Guide Page 14

17 Termiatig the appoitmet of your authorised sigatory A Authority to Operate will operate util we receive writte otice of cacellatio or otice of death of the perso gratig the authority ad that otice has bee processed by us. Notice of cacellatio must be siged by all survivig accout holders. We may require a ew Authority to Operate before we allow further operatio o the accout. If there is a dispute otified to us about a Authority to Operate or the ower of a accout, we may refuse to allow operatio of the accout util all parties cocered have siged the ecessary authority. We are ot liable for ay loss or damage caused by ay delay i processig a cacellatio of a Authority to Operate. Ay cards issued as a additioal card holder should be retured for cacellatio or writte istructio by you to cacel the card. You must arrage to cacel all regular paymet arragemets ad stadig authorities with merchats operatig o the additioal card. Failure to do this could result i your liability for ay use. 5.2 JOINT ACCOUNTS Geeral If you ope a joit accout: The credit balace of a joit accout is held joitly by all accout holders; Each accout holder has the right to all of the balace, joitly with the other accout holders; A joit accout holder may oly make a withdrawal o the terms of ay authority to operate o the accout; If there is ay dispute betwee joit accout holders, we may decide to oly permit operatio o the accout whe all parties have siged the ecessary authority; If a joit accout holder dies, the remaiig accout holder holds the credit balace ad if more tha oe, those remaiig accout holders hold the credit balace joitly; Each joit accout holder is liable for the whole of ay debit balace o the accout; We ca sue all or ay accout holder(s) for a amout owig o the accout. Reduced Fees Program The first amed Member i a joit accout applicatio will be the primary joit accout holder. Every other Member i the joit accout will be a secodary joit accout holder. The Reduced Fees Program are assessed o a caledar mothly basis. Idividual ad primary joit accout holders qualify for the Reduced Fees Program where the combied balaces of all savigs, ivestmets ad draw loas withi the oe membership oly are kept over $5,000 for the whole caledar Fiacial Services Guide Page 15

18 Fiacial Services Guide moth. Secodary joit accout holders qualify for the Reduced Fees Program for trasactios o the joit S1 accout or where the combied balaces of ay of your idividual accouts are kept over $5,000 for the whole caledar moth. Trasactios coducted usig the Visa Credit Card do ot cout towards the Reduced Fees Program. The Reduced Fees Program do ot apply to fees for ATM balace iquiries, Visa Cash advaces, overseas ATM withdrawals or ay draw loa balace from a Police Bak AMS securitised mortgage, Equity Maximiser Loas, Leasig accout, Olie SuperSaver balace, Police Value Home Loas or Customs Value Home Loas approved before 1st July For more iformatio about the Reduced Fees Program, please see our Schedule of Fees & Charges. How to ope a Joit Accout Where you wish to ope a accout with us, together with aother Member or Members, you will eed to: Esure that everyoe who is to be a accout holder i the joit accout is a Member of the Bak; Where ayoe is ot a Member, the that perso will eed to complete a Membership applicatio form before you may proceed to ope a joit accout; Read ad have the other Members read these Terms ad Coditios ad the related brochures; Choose who is to be the primary joit accout holder. All other joit accout holders are secodary joit accout holders. You eed to choose carefully as the balace of your joit accout beefits oly the primary joit accout holder whe we determie the Reduced Fees Program; Complete the applicatio form; Cosider whe completig the applicatio form the operatioal status of the joit accout i.e., if all of you eed to sig our trasactio documets, or that oe of two or more sigatures oly are required. Please ote that if you require more tha oe sigature o a joit accout trasactio documet, the we will ot be able to provide you with some of our products e.g., Visa Card, Redicard, Redidial; Read ad sig ad have the other Members read ad sig the Declaratio o the applicatio form; Submit the completed ad siged applicatio form to us; If you or the other Members have ot already doe so, give us your or the other Members idetificatio documets to satisfy the legal requiremets we may have to comply with; If you or the other Members have ot already doe so, give us your or the other Members tax file umber, if you or the other Members do ot wat us to deduct withholdig tax from ay iterest eared o what you or the other Members have deposited i the joit accout; Fiacial Services Guide Page 16

19 Select ay of the accout products. Operatioal Status of Joit Accouts Whe you ope your joit accout, you choose the operatioal status for that accout, such as: Oly oe perso is required to sig our trasactio documets; If there are more tha two joit accout holders, a miimum umber of persos required to sig our trasactio documets; All joit accout holders are required to sig our trasactio documets. Ay chages to the operatioal status of a joit accout are subject to limitatios, which arise due to certai accout products you hold with the joit accout. For example, we are ot able to chage the operatioal status where i a joit accout there are several cards issued, util the cards are retured to us, or they become o-operatioal through writte cofirmatio from our card operator that o trasactios ca be carried out o those cards. Olie SuperSaver Accouts You must apply o-lie for this accout. For joit Memberships, ay idividual joit Member ca accept the terms ad coditios o behalf of all joit Members. Oce the I/We accept butto is clicked i the iteret bakig system, the FSG is bidig o all joit Members. Chages to your Accout Details For ay chage you will eed to complete the Membership ad Product Applicatio form or the Chage of Persoal Details form. O receipt of the completed form we will check our records ad clarify the curret operatioal status of the joit accout, ad amed the accout(s) accordigly. 5.3 MAKING DEPOSITS Depositig ito a Accout - Meas of depositig with us You may deposit moey with us i these ways: Over the couter at oe of our Service Cetres; By post to oe of our Service Cetres; (see below); By a paymet service/direct credit; By Iteret Bakig trasfer to your accout; By Telephoe Bakig trasfer to your accout through Redidial; Through a ATM which accepts deposits to us. Fiacial Services Guide Page 17

20 Fiacial Services Guide Visit our Service Cetre Whe you visit us at a Service Cetre you will complete our deposit form ad, whe the trasactio has bee completed by us, you will receive a receipt. Deposit by post We recommed that you use the optio to sed us a deposit by post as a last resort, where the other optios are ot available to you. We are oly resposible for the deposit whe it has bee received by us. We further recommed the post optio chose by you should be oe where Australia Post ca cofirm we have received your letter ad deposit. We recommed that you should check with us after puttig the deposit i the post to cofirm that we have received ad processed your deposit. You must ever sed cash through the post, ad oly sed crossed cheques/moey orders of small amouts i the post to us. If you do ot have oe of our deposit slips, the we will eed, i additio to your cheque/moey order, a letter i clear ad precise terms istructig us where to deposit your cheque/ moey order. Without the deposit slip or letter, we will ot be able to process your deposit. We do ot sed you a receipt for the deposit by post ad the first documet you will receive from us ackowledgig your deposit will be the ext statemet we issue to you after that deposit. Deposit Usig Make deposits ito your S1 accout usig a service available at over 3,300 Australia Post Braches. A daily deposit limit of $200,000 applies. Cheques made out i joit ames will ot be accepted for deposit through Direct Credit This is a arragemet with a direct credit supplier, who deposits moey ito your accout with us by electroic trasfer. We do ot have cotrol over that deposit ad we do ot provide a receipt, whe the deposit has bee made by the direct credit supplier. We recommed that you check with us to cofirm the direct credit supplier has made the deposit to your accout whe aticipated by you. If the deposit has ot bee made, you will eed to talk to the direct credit supplier. The first documet you will receive from us ackowledgig the direct credit supplier s deposit will be the ext statemet we issue to you after that deposit. Fiacial Services Guide Page 18

21 Iteret Bakig deposit We ormally issue you with a electroic receipt for the trasactio. We advise you that special Terms ad Coditios apply to your Iteret Bakig, so we recommed you visit our website (for Customs Bak details refer to back page) ad become familiar with those Terms ad Coditios ad our Iteret Bakig procedures. Uiteded Recipiet Where it is established that a credit trasfer has bee processed to your accout, ad we are otified that a mistake paymet has bee made to your accout, we may freeze the amout i questio util we are satisfied that there has bee o error. Redidial deposit Whe you have access to your accout(s) through our Telephoe Bakig service, Redidial, it is possible for you to trasfer moey betwee your accouts withi the same Membership with us usig Redidial. We ormally issue you with a electroic receipt for the trasactio. We advise you that Access Methods Terms ad Coditios apply to your Telephoe Bakig through Redidial. We recommed that if you do ot have those Terms ad Coditios, please call us o ad have us sed you a copy. ATM deposit Where there is a Automatic Teller Machie (ATM) which accepts deposits to your S1 accout, you may complete a deposit package ad complete the deposit i accordace with the directios from the ATM. We recommed that you should check with us after puttig the deposit ito the ATM to cofirm that we have received ad processed your deposit. We do ot sed you a receipt for the ATM deposit. The first documet you receive from us ackowledgig your deposit will be the ext statemet we issue to you after that deposit. Types of Deposits ad their Availability to You There are three ways to deposit moey with us: Cash; Cheque; Electroic trasfer. Cash Whe you deposit cash i your accout with us at oe of our Service Cetres, that deposit is available for withdrawal immediately after we have processed that deposit. Fiacial Services Guide Page 19

22 Fiacial Services Guide Cheque - Australia Cheques Whe you deposit moey i your accout with us by way of cheque, the prior to us acceptig the cheque we will eed to: Check that you are the payee omiated i the cheque. If you are ot the payee omiated i the cheque, the we will eed to review the cheque ad determie whether or ot we will accept the cheque for deposit of the amout stated i that cheque ito your accout with us. We will have oe of our Maagers look at ay assigmet of the cheque from the omiated payee to you ad i that situatio, we will eed to be satisfied that: The cheque is capable of beig assiged, that is, it must be a or bearer cheque; The omiated payee has actually siged the assigmet o the cheque. If we are ot satisfied with the assigmet of the cheque, the we will ot accept the cheque for deposit of the amout stated i that cheque ito your accout with us; The cheque has bee properly dated ad siged; That the amout stated i the cheque is the same i words ad umbers; We will ot accept post dated cheques (i.e. a cheque dated after the date it is deposited); or stale cheques (i.e. a cheque that is more tha 12 moths old o the date it is deposited); If we are ot satisfied with ay aspect of how the cheque has bee completed, the we will ot accept the cheque for deposit of the amout stated i that cheque ito your accout with us. Where we are ot satisfied we will retur the cheque to you with a recommedatio that you take it back to the drawer or assigor of the cheque. Where we are satisfied with the cheque, we will: Note the deposit of the cheque with us i your accout; Note i your accout that the proceeds of the cheque is ot available util the cheque has cleared, which for other tha ATM deposits, is ormally for 4 workig days after the date of iitial deposit of the cheque with us. For ATM deposits cheques are ot cleared for a period of 8 days after deposit at the ATM; Advise you that the amout stated i the cheque will ot be available for withdrawal util the cheque has cleared ad that the clearace time is ormally 4 workig days after the date of the iitial deposit of the cheque with us. Cheques deposited via will be cleared after 7 workig days; Whe the cheque has cleared, we will remove the restrictio o withdrawal of the amout stated i the cheque from your accout. We do ot otify you of the removal of that restrictio; Fiacial Services Guide Page 20

23 Where the cheque is ot cleared ad we are told that the amout stated i the cheque will ot be paid to us, we will show that cheque as dishooured i your accout. We will the otify you that the cheque has bee dishooured ad recommed that you talk to the drawer, or assigor of the cheque. Whe a cheque is dishooured we charge a fee for that dishoour ad that fee is debited from the accout the cheque was deposited ito. We refer you to our Schedule of Fees ad Charges for the amout of the fee. Whe we refer to a cheque beig cleared we mea that: The cheque you have provided to us has bee processed through the bakig system; The amout stated i that cheque has bee provided to us by the bak amed i that cheque; We have paid that amout to your accout, which eables us to remove the restrictio o you withdrawig part or all of that amout. Overseas Cheques The procedure for processig Australia cheques applies subject to the followig variatios: We cosult our bak whether they will accept the cheque ad provide a currecy coversio or require the cheque be processed through the iteratioal bakig system before currecy coversio; If our bak accepts the cheque whe preseted by us, they will covert the cheque to Australia currecy. Subject to clearace of the cheque we the deposit that amout of Australia currecy to your accout. If the cheque is dishooured ad there has bee a variatio i the currecy coversio rate, you will be liable for ay loss icurred by us ad our bak due to that variatio ad ay dishoour fee associated with the cheque; If our bak does ot accept the cheque whe preseted by us, they will have the cheque processed through the iteratioal bakig system. Whe the cheque has bee cleared, our bak will receive the value o the cheque, covert that value to Australia currecy ad we the credit your accout with the amout i Australia currecy. The miimum clearace times for overseas cheques are: Where the cheque is accepted by our bak, 42 days; Where the cheque is ot accepted by our bak, the time varies depedig upo a umber of factors, icludig the coutry of the bak the cheque is draw o. Electroic Trasfer You may deposit moey ito your accout with us by electroic meas, for example through our Iteret Bakig system. Where you have carried out a electroic trasfer ito Fiacial Services Guide Page 21

24 Fiacial Services Guide your accout, the fuds from that trasfer are available for withdrawal as soo as the trasactio has bee completed through the electroic bakig system. As we do ot have cotrol over other fiacial istitutios, we are ot able to advise you of the time it will take to complete the electroic trasfer. We recommed that you check your accout after the electroic trasfer to cofirm the completio of the trasactio ad the availability of the fuds from that electroic trasfer for ay other purpose you may have. 5.4 MAKING WITHDRAWALS There are three mai ways to withdraw moey from us: Cash; Cheque; Electroic trasfer (see Makig Paymets ). Cash Whe you have moey available i your accout, you may come to oe of our Service Cetres ad withdraw: Up to $2,000 i cash per day; Over $2,000 by prior arragemet; Maximum $50,000; Amouts over $25,000 icur a cash hadlig fee (see Schedule of Fees ad Charges brochure). Whe withdrawig cash from a ATM ad EFTPOS, withdrawal limits may apply ad you will ordiarily oly be able to withdraw $1,000 a day. Cheque There are two types of cheques: Your ow cheque where you have a chequig facility with us; Our couter cheques. Your Cheque With your ow cheque, you must esure that there is sufficiet moey i your S1 accout to meet the cheque whe it is preseted to us for paymet by the Fiacial Istitutio of the perso to whom you wrote the cheque. Whe you write out a cheque, you eed to esure: You have completed the payee ad amout details correctly; You have dated the cheque (if you date it i the future, the payee is uable to bak it util that time); You have elected the egotiable limitatio o the cheque ad marked the cheque correctly; Whether the cheque is to be a bearer cheque or ot. If ot you eed to delete the word o the cheque; Fiacial Services Guide Page 22

25 Whether the cheque is to be a accout payee oly cheque or ot. If so, you eed to add those words after the ame of the payee; Whether you wat the cheque oly to be egotiated through a fiacial istitutio. If so, cross the cheque with two diagoal lies ad write iside those lies the words ot egotiable ; Whether the cheque is to be ope ad egotiable by the holder of the cheque. If so, leave bearer o the cheque ad do ot cross it. You eed to be careful with your choice as to the egotiable limitatio of the cheque. If you wish to pay a particular perso or compay by your ow cheque, it is ormally better to limit the egotiability of the cheque by makig the cheque accout payee oly ad crossig it ad markig it ot egotiable. If you are ot careful the cheque may be used for a purpose cotrary to your origial itetio, which may result i you losig moey. We are ot resposible to you if you do ot properly complete a cheque, your cheque is egotiated ad the paid by us i accordace with how you had completed the cheque. Whe you pay by your accout payee oly - ot egotiable cheque: You complete the cheque ad had it to the payee; The payee deposits it with their Fiacial Istitutio; The payee Fiacial Istitutio calls o us to pay your cheque; We pay the payee s Fiacial Istitutio the amout set out i your cheque providig there are sufficiet fuds to meet that cheque i your accout. We advise you that Access Methods Terms ad Coditios apply to your member chequig facility. We recommed that if you do ot have those Terms ad Coditios, call us o ad have us sed you a copy. Stop Paymet - Member Cheques It is oly possible to stop paymet o your cheque up to the time it is preseted to us for paymet. If you wat to stop paymet o a cheque you have draw, you eed to: Telephoe us o ad otify us of all the details; Sed us a writte request to stop paymet o the cheque, settig out all the details of the cheque. Your telephoe directio will alert us to look out for the cheque but we are uable to process a stop paymet without a writte directio from you. Providig we receive your writte directio prior to the cheque beig preseted to us for paymet ad us payig o that cheque, the we will stop paymet. Fiacial Services Guide Page 23

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