Financial services guide

1. About this guide

This Financial Services Guide (FSG) is prepared by Hay Limited ABN 34629 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. 

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; and 
• how you can make a complaint to Hay and Citro and how they will deal with your complaint.

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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; and

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 https://www.joincitro.com.au/pds.

The use of the Citro Card and Account are governed by Terms and Conditions which are available at https://www.joincitro.com.au/terms; and the Privacy Policy which is available at https://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; and

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 25, 50 Bridge Street, Sydney NSW 2000

E: support@joincitro.com.au

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7. Can I provide Citro with instructions?

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

You can contact Citro by using the following channels:

Mail:                Level 25, 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                                        #1

Other benefits              No                                        No

Influencers                    No                                        #2

^#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.

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

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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.

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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 25, 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

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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).