...for every stage of life.

Financial services guide – Part A
11.1.0 dated 1st December 2011

This guide contains information about:

Financial services guide (FSG) Part B - Financial adviser profile

Please retain this document together with the financial adviser profile for your reference and any future dealings with OzPlan Financial Services.

What other documents might you receive?
You may also receive the following documents, designed to help you make an informed decision on any financial strategy or recommended product.
Statement of advice (SoA)
All personal advice provided to you will be outlined in an SoA. The SoA will contain personal advice, the basis on which it is given, details of fees, commissions and information on relevant associations. The SoA is used for initial advice and any subsequent advice may be provided in the form of a record of advice, a statement of additional advice or another form of advice documentation.
Product Disclosure Statement (PDS)
You will receive a PDS if your financial adviser has provided advice on a particular product. A PDS will contain the key features of the financial product, significant risks and benefits, and fees associated with the financial product.

Who is OzPlan Financial Services?
OzPlan Financial Services is owned by the Legal Entities of the seven directors of the group. It is not owned by any bank, fund manager, life insurance company or other financial institution.
OzPlan Financial Services has been operating since 1999.
OzPlan Financial Services holds an Australian Financial Service Licence for providing both personal and general advice and can offer a range of financial services that are listed within Part B of this FSG.
OzPlan Financial Services is a Professional Practice of the Financial Planning Association (FPA) and as such, OzPlan Financial Services and their financial advisers have adopted the FPA's Code of Ethics and rules of professional conduct.
OzPlan Financial Services has approved the distribution of this FSG.

Who is your financial adviser?
Your financial adviser will be the authorised representative listed in the your financial adviser profile section of this FSG.
Your financial adviser can provide you with tailored solutions to assist you to meet your stated financial needs, lifestyle goals and objectives.

What kinds of financial services and products are available?
Our financial advisers can offer a range of insurance, investment, superannuation and retirement strategies and products.
OzPlan Financial Services maintains an approved product list, containing financial products that have been researched by a number of external research houses. A copy of the approved product list can be supplied to you upon request.

How will you pay for the services provided?
OzPlan Financial Services and your financial adviser can be paid by various methods.
Your financial adviser will discuss and agree upon the method of payment with you before any financial services are provided. In addition, where you receive personal advice, your statement of advice will outline all remuneration and other benefits associated with the advice provided.

How are OzPlan Financial Services and their financial advisers paid?
All fees, commissions and brokerage disclosed in the statement of advice are payable to OzPlan Financial Services.
OzPlan Financial Services will forward all of these fees, commissions and brokerage to your financial adviser or their legal entity.
Your financial adviser may also receive other benefits from OzPlan Financial Services. All benefit payment details are included in the financial adviser profile.

What other benefits may product providers give to OzPlan Financial Services or your financial adviser?
Some product providers may give OzPlan Financial Services or your financial adviser non-commission benefits such as entertainment or sponsorship. Both OzPlan Financial Services and your financial adviser maintain a register in line with industry standards to document any alternative forms of payment received. This register is publicly available and must be provided within 7 days of the request date.

Does OzPlan Financial Services have any relationships or associations with financial product issuers?
Your financial adviser can provide advice on products from a wide range of financial product providers, some of which may pay additional rebates or commission based on total funds held within those products across the group, including:

What information should you provide to receive personalised advice?
Your financial adviser will complete a client questionnaire with you, which will record your personal objectives, lifestyle goals, details of your current financial situation and any relevant information. The information obtained will be assessed by your financial adviser to assist them in providing appropriate advice.
You have the right to withhold personal information, but this may compromise the effectiveness of the advice you receive.
You should read any warnings contained in the client questionnaire and statement of advice carefully before making any decision relating to a financial strategy or product.

How can you give instructions to your financial adviser about your financial product/s?
You can contact your financial adviser directly with any instructions relating to your financial products.

What information is maintained in your file and can you examine the client file?
Your financial adviser will maintain a record of your personal information including details of your objectives and financial situation. Your financial adviser will also maintain a record of any recommendations made to you. If you wish to examine your file please ask your financial adviser and they will make arrangements for you to do so.

Who may access the information you provide?
OzPlan Financial Services and your financial adviser are committed to implementing and promoting a privacy policy, which will ensure the privacy and security of your personal information. Please ask your financial adviser if you wish to obtain a copy of the privacy policy.
It is important to note that in order to best meet your needs and provide you with financial services and advice, your financial adviser may need to disclose your personal information to other parties. Typically these parties may include fund managers, life companies, related entities and other licensees. Similarly your financial adviser may bring to your attention products and services or other information which may be relevant to your situation. You will be given the opportunity to choose whether you wish to receive such information.
OzPlan Financial Services reserves the right to appoint another financial adviser to ensure your ongoing needs are met. In these circumstances OzPlan Financial Services will write to you advising you of the change.

Professional indemnity insurance
OzPlan Financial Services and your financial adviser maintain professional indemnity (PI) insurance policies. These insurances cover advice, actions and recommendations which have been authorised by OzPlan Financial Services to be provided by your adviser. These arrangements satisfy the requirements imposed by the Corporations Act 2001 and financial services regulations.

What should you do if you have a complaint?
If you have any complaints about the services provided to you, or personal information held, you should take the following steps:
1. Contact your financial adviser and tell them about your complaint.
2. If your complaint is not satisfactorily resolved within 3 days, please contact the OzPlan Financial Services office on 03 5831 1233 or put your complaint in writing and send it to:
OzPlan Financial Services
Attention: Greg Luscombe
Complaints Manager
23 Nixon Street
SHEPPARTON VIC 3630
OzPlan Financial Services will try to resolve your complaint quickly and fairly.
3. If your complaint has not been resolved by OzPlan Financial Services, you may escalate your complaint to one of the External Complaints Schemes listed in the table, of which OzPlan Financial Services is a member.

Type of complaint External complaints service
   
Financial advice, investments, superannuation or insurance matters Financial Ombudsman Service (FOS) on 1300 780 808
   
Personal information held The Privacy Commissioner on 1300 363 992

The Australian Securities and Investments Commission (ASIC) may be contacted on their freecall infoline on 1300 300 630 to find out which body may be best to assist you to settle your complaint.

OzPlan Financial Services Pty Ltd
ABN 35 005 391 202
AFS Licence No. 221235
Head Office: 107 Bridge Street Benalla Victoria 3672
www.ozplan.com.au