Citro Account and Citro Card

Financial services guide

May 2025
Issued by Hay  Limited ABN 34 629 037 403
Australian  Financial Services Licence No. 515459

1. About this guide

This Financial Services Guide (FSG) is prepared by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 (Hay). Under its Australian Financial Services Licence, Hay is authorised to provide financial services including issuing non-cash payment facilities such as the Citro Account (Account) and Citro Card (Card).

This FSG is distributed by Citrus Innovations Pty Ltd ABN 25 667 285 654 Corporate Authorised Representative No. 001305395 (Citro), who has been authorised by Hay to deal in, and provide general product advice in relation to, the Citro Card and Account, in order to arrange, market, promote, and distribute the Citro Card and Account.

This FSG is an important document, which provides information about the financial services offered by Hay and Citro and is designed to assist you in deciding whether to use the services offered in this FSG.

Hay is the issuer of the Citro Card and Account, whereby the customer can make payments wherever Visa debit cards are accepted, subject to applicable terms and conditions. The Citro Card is linked to the Citro Account, a digital account (which is not a bank account). Citro Card transactions can be performed by the customer using the Citro App (or website) and/or the Citro Card locally and/or overseas.

To make purchases and receive Citro benefits, you need to fund your Citro Account. The way this works is you link your Citro Account to another Australian financial services account. This account will now be the source of funds at the time you use your Citro Account for any Card transaction.

You can earn cashback rewards at participating merchants, and these cashback amounts are credited to your virtual Account that Hay will open in your name. You can utilise the monies in the Account for ATM withdrawals, other purchase transactions via your Citro Card, or to allow Hay to initiate a BPAY payment instruction to transfer monies to your superfund account based on your instructions. Citro administers the rewards program attached to the Citro Card and Account.

Hay is required to hold customer funds with an approved Authorised Deposit-Taking Institution (ADI) in a separate, designated account. It is important for you to know that Hay is not a bank, and our non-cash payment product is not protected under the Australian Government’s Financial Claims Scheme.

2. Important information

This FSG is designed to assist you make an informed decision about whether to use our financial services. It contains important information about:

  • The financial services Hay and Citro provide and the documents you may receive from them.
  • Fees and other benefits Hay and Citro may receive for providing each of their financial services to you.
  • How you can make a complaint to Hay and Citro and how they will deal with your complaint.

3. After reading this FSG, you will know:

  1. Who Hay and Citro are and how to contact them.
  2. What financial services can be provided to you and how these services will be provided to you.
  3. How Hay (and any other relevant persons) may be remunerated.
  4. Whether any relevant associations or relationships exist that may influence the general advice provided by Hay and Citro as a Corporate Authorised Representative of Hay.
  5. How Hay and Citro maintain your personal information.
  6. How to access Hay and Citro’s internal and external complaints handling arrangements.

The content of this FSG is general information only and does not take into account any person’s particular needs or objectives or financial situation or whether our services are suitable for you.

If you need any more information than is contained in this document, please contact us. You have the right to ask us about our services, fees and charges, and what you can do if you have a complaint about our services.

4. Documents you might receive

You will receive this FSG at the time either Hay or Citro first thinks that either of them may provide you with a financial service.

You will also be provided with the Product Disclosure Statement (PDS) before you sign up to the Citro Card and Account. The PDS will provide you with information about the product, its features, benefits, risks, costs, and other relevant information, available at www.joincitro.com.au/PDS.

The use of the Citro Card and Account is governed by Terms and Conditions available at www.joincitro.com.au/terms and the Privacy Policies of Hay and Citro available at www.hellohay.co/privacy and www.joincitro.com.au/privacy-policy

You should read the PDS, Terms and Conditions, and Privacy Policy before you decide to obtain the Citro Card and Account.

5. About the issuer Hay Limited

Hay is a holder of an Australian Financial Services Licence (AFSL) No. 515459. Under its AFSL, Hay is authorised to issue and provide general advice in relation to non-cash payment products.

Hay can be contacted at: support@hay.co

6. About the authorised distributor Citro

Hay has authorised Citrus Innovations Pty Ltd, ABN 25 667 285 654 (Citro), to act on its behalf to provide certain financial services in respect of the Citro Card and Account, which are financial products issued under the Hay AFSL.

As an authorised representative of Hay, Citro can:

  1. Deal in by arranging for you to acquire the Citro Card and Account.
  2. Provide general financial product advice in relation to the Citro Card and Account (including publishing or issuing certain promotional material in relation to the Citro Card and Account).

When providing the financial services described in this FSG, Citro acts on behalf of Hay. Citro cannot provide you personal advice about the non-cash payment product offered by Hay. This means neither Hay nor Citro has taken into consideration your objectives, financial situation, or needs.

Citrus Innovations Pty Ltd operates Citro as a brand for this product and administers the Citro Rewards Program.

You will need to decide whether any general financial product advice given by Citro (including in its promotional material) is suitable for you or to obtain personal advice from an appropriately qualified and authorised person.

Please be aware that Hay is not responsible where Citro provides any services to you that are outside of the authorisation Hay has provided. If you have questions regarding the information or materials you receive, you can contact Hay at any time.

Citro can be contacted at:

Citrus Innovations Pty Ltd

Level 24, 50 Bridge Street, Sydney NSW 2000

E: support@joincitro.com.au

‍7. Can I provide Citro with instructions?

You may provide Citro with specific instructions by letter, email, or other means, such as the Citro Website or Citro App.

You can contact Citro by using the following channels:

Mail: Level 24, 50 Bridge Street Sydney NSW 2000

Email: support@joincitro.com.au

Website: https://www.joincitro.com.au

8. Are there any fees, commissions, or other benefits received?

All fees relevant to the Citro Card and Account are set out in the PDS, which can be found at www.joincitro.com.au/PDS.

Description Hay Limited (Issuer) Citro (Distributor)

Commission No Note 1 below

Other benefits No No

Influencers No Note 2 below

‍

Note 1 Citro may receive commission from a number of partners and providers offering discounts and rewards through Citro Cashback. The commissions vary in range up to 30% of the value of eligible transactions. If Citro refers you to an Invest Blue financial adviser (or one of its related bodies corporate), Citro may receive commission of up to 10% of the total fees (excluding GST) you pay to the financial adviser or related body corporate for financial advice services in the first year.

Note 2 Citro may engage Influencers to promote the Citro Card and Account for which they will receive payment.

9. Associations and relationships

Hay and Citro are not related companies and have no association or relationship with one another other than for the purpose of issuing and distributing the financial services set out in this FSG.

10. Feedback and Resolving Problems and Complaints

When you provide feedback, Hay and Citro have the opportunity to improve services to you.

If you have a query or complaint relating to the Citro Card and Account, you should initially direct the query to Citro via:

Mail: Level 21, 50 Bridge Street, Sydney NSW 2000

Email: support@joincitro.com.au

Website: https://www.joincitro.com.au

Please provide a full explanation of your feedback or complaint. Citro may request further details from you.

When dealing with a complaint we will:

  • Keep a record of your complaint;
  • Acknowledge your complaint within 1 business day;
  • Respond within 30 calendar days;
  • If we cannot complete our investigation within 30 calendar days, we will let you know why.

If you are unable to resolve your issue with Citro directly, you can escalate your enquiry to Hay via complaints@hellohay.co. Hay will check with you to make sure you are satisfied with how your complaint was handled and its resolution.

If we are unable to resolve the matter to your satisfaction, you may refer the complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. It’s important you raise your concerns with us first before going to AFCA, as AFCA will generally encourage this before they will investigate.

The contact details for AFCA are:

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

11. Compensation arrangements 

Hay as the AFS Licensee holds professional indemnity insurance, which covers the financial services Hay and Citro are authorised to provide to you. This professional indemnity insurance satisfies the requirements of section 912B of the Corporations Act 2001 (Cth).

12. Privacy Policy

Privacy Statement

We are committed to complying with the Privacy Act 1988 and its accompanying Australian Privacy Principles. 

Our Privacy Statement can be found at hellohay.co/privacy, or you can request a copy of the Statement at any time, and We will email or mail a copy to you.

The Privacy Statement sets out the details about how We manage your personal information, including how and why We collect that information, when We might need to disclose and use that information, and how We stored and handle your information.

Hay and its related body corporates (We, Us, our) collect your personal information to provide you with products and services and to provide assistance and support to you. 

We may share your personal information with members of our Group of companies (including members of our group outside Australia), our Business Partners (who help Us provide our products and services to you), and all of them may share your personal information with us. 

The Privacy Statement sets out: 

  • why We collect your personal information
  • the consequences if you don’t provide your personal information to us
  • the other parties We need to disclose your personal information to and why, including when that information is disclosed outside of Australia
  • how to access your information and ask for correction of your personal information; and
  • how to make a complaint if you believe We have breached our obligations in respect of your personal information and how We will deal with such a complaint

The Statement also provides details about our procedures and processes to protect your information, including technology and operational activities We use to secure that information.

If you have any questions or need to speak to Us about how your information is handled or about our Privacy Statement, you can contact Us at:

Hay Limited – Privacy Officer

E: privacy@hay.co 

P: 1800 592 323

M: PO Box 772, Surry Hills NSW 2010