FINANCIAL SERVICES GUIDE

7 AUGUST 2024

INTRODUCTION
This Financial Services Guide is designed to assist you in
deciding whether to use any of the financial services
offered by Australia and New Zealand Banking Group
Limited AFSL 234527 (ANZ). It provides you with anunderstanding of what to expect from your interactions
with ANZ.
The ANZ Group includes a number of companies thatprovide financial services.
You should refer to the section headed “ANZ’s businessinterests and associations” for more information.

NOT INDEPENDENTANZ cannot refer to itself as ‘independent’,‘impartial’ or ‘unbiased’ in relation to personal
advice it provides because:• ANZ is the issuer of some of the financial
products it advises on;• ANZ advisers can only advise on products andservices approved by ANZ (which includes
products issued by ANZ); and• ANZ may receive remuneration from productissuers in respect of some products or services.

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FINANCIAL SERVICES GUIDE(FSG)
This guide contains information about:• Services and products provided by ANZ – it outlines
the kinds of services and products ANZ is authorised toprovide under its Australian Financial Services Licenceas well as other services and products ANZ offers;• Remuneration received by ANZ and related persons– it outlines the remuneration ANZ, its staff and otherrelated persons receive in connection with thefinancial services ANZ provides; and• ANZ’s Complaints Process – this describes how
ANZ deals with any complaints you may have about
its services or products as well as providing key
contact details to communicate a complaint.
You will typically receive an FSG when ANZ provides
you with financial product advice or sells you afinancial product.
Some parts of the ANZ Group have their own FSG.
You will typically receive their FSG when they provide
you with financial product advice or sell you afinancial product.

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OTHER DOCUMENTS YOU
MAY ALSO RECEIVE
You may also receive other documents when ANZ
provides services or products to you.
• Statement of Advice (SoA) – This is a record ofpersonal advice you receive as well as the informationthat advice was based on.
You will receive an SoA when ANZ provides personal
advice to you. You will not receive an SoA where theadvice was provided during a telephone instruction
given by you to ANZ to deal in a product listed on amarket or where the product in question is a basic
deposit product, a non-cash payment facility or a
general insurance product.
• Product Disclosure Statement (PDS) –This contains general information about the productincluding:• The terms and conditions for the product;• 	Any significant risks associated with holding
the product;• Information about the cost of the product; and• 	Details of fees and charges the product provider
receives for issuing the product.
You may receive a PDS when ANZ issues you with aproduct, offers to issue a product to you, or recommends
a product to you as part of personal advice.

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CONTACTING US
You can contact and find out more about ANZ in thefollowing ways:
By Mail:
Australia and New Zealand Banking Group Limited
ABN 11 005 357 522
PO Box 537E
MELBOURNE VIC 3001
Telephone: 13 13 14
TTY: 1300 366 255
Internet: anz.com

5PRODUCTS AND SERVICESANZ IS LICENSED TOPROVIDEANZ holds an Australian Financial Services Licence(AFSL). Under this licence, ANZ deals in and provides
advice and services in relation to the following products:
BANKING• Basic deposit products• Term deposits• Electronic Banking facilities such as Automated Teller
Machines (ATMs)
PHONE AND INTERNET BANKING• Non-cash payment facilities such as direct debits andcheque facilities
INSURANCE• General Insurance• Consumer Credit Insurance• Life Insurance
INTERNATIONAL• Foreign currency accounts and foreign exchange
contracts
INVESTMENTS• Capital markets investment products• Custodial arrangements• Debentures• Derivatives• Managed funds• Market making for debt securities, derivatives andforeign exchange• Underwriting securities and interests in managed
investment schemes• Securities
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INVESTMENT SCHEMES• Miscellaneous financial investment productsSUPERANNUATION• Employer-sponsored• Personal superannuation• Self-managed
As well as products and services provided under thislicence, ANZ is also authorised to provide the following:
CONSUMER LENDING• Credit cards• Home loans, residential investment loans andequity loans• Personal loans• Personal overdrafts
BUSINESS LENDING AND SERVICES• Business loans• Business overdrafts• Cash management services• Leasing and asset based finance• Trade services
INVESTMENT LENDING• Commercial bill finance• Protected equity products• Margin loans
MISCELLANEOUS FINANCIAL RISKPRODUCTSBANK DRAFTS AND BANK CHEQUESDOMESTIC AND INTERNATIONALTELEGRAPHIC TRANSFERS.

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ANZ MAY OFFER PRODUCTS
OF OTHER ISSUERS
Not all products offered by ANZ are issued by ANZ.
ANZ generally acts on its own behalf when providing
financial services that relate to the following products:• General Insurance• Consumer Credit Insurance• Life insurance• Investment and superannuation products• Miscellaneous financial risk products
If you need to know the name of the issuer of a productthat ANZ offers you, please refer to the Product DisclosureStatement or Statement of Advice (if you receive either ofthese) or ask your adviser.
ANZ provides all other services and products on itsown behalf.

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ARRANGEMENTS WITH
EXTERNAL SERVICEPROVIDERSANZ may from time to time engage a third party toprovide financial services on its behalf. Where that thirdparty does not hold its own AFSL, it will provide thefinancial services as ANZ’s ‘authorised representative’.
Authorised representatives can be either individuals orbodies corporate.
ANZ may authorise a company or an individual toact as ANZ’s authorised representative in respect of thefinancial services they provide. For example, ANZ may
authorise an external call centre and its staff to provide
financial product advice or authorise external
contractors to work in ANZ branches or call centres on atemporary basis. ANZ is responsible for the conduct ofthese authorised representatives when they act onbehalf of ANZ.

9BENEFITS ANZ MAY RECEIVE
FEES AND CHARGES
You may be charged fees for financial services orproducts that you receive from ANZ or other ANZ GroupMembers.
OTHER BENEFITS
In general, ANZ may receive benefits (including fromother ANZ Group members) related to the following:• Insurance policies or referrals
ANZ may receive commissions or other benefits frominsurers for selling their insurance policies or successfullyreferring a customer to the insurer.
These payments may take various forms including, a
proportion of the first and/or subsequent years’premium payments.
Commission payments from insurers are generally
received by ANZ on a monthly, quarterly orhalf-yearly basis.
• Investment and superannuation products
In certain limited circumstances, ANZ may also receive
commission payments for selling investment andsuperannuation products, which can be made up of:- a percentage of the amount initially invested; or- a percentage of the ongoing value of theinvestment.
Commission payments made by superannuation orinvestment companies are generally received by ANZ on
a monthly, quarterly or half-yearly basis.
• Securities, derivatives, foreign exchange products andwarrants over managed investment schemes
ANZ may:- b uy and sell securities and warrants overmanaged investment schemes;- issue derivatives, foreign exchange products or
warrants over interests in managed investment
schemes; and10

- underwrite the issue of securities or interests inmanaged investment schemes.
When ANZ provides financial services in respect of theabove products, ANZ may benefit by receiving either ofthe following:- a margin representing the amount above which
ANZ sourced or funded the product; or- a percentage of the value of the first instalment of
the product plus an annual percentage of the valueof the final instalment of the product.
This may be paid quarterly, or on the issue and sale ofvarious products.
ANZ may arrange for the provision of execution,clearing and settlement services by third party
brokers in relation to financial products trading throughlicensed financial markets. When ANZ provides thesefinancial services, ANZ may benefit by receiving a
proportion of the brokerage revenue and other fees
associated with the service from the broker. Payment
from the broker is generally received by ANZ on amonthly basis. However, this payment may also be madeannually in arrears.
• Miscellaneous financial risk products
ANZ may receive a commission for selling miscellaneous
financial risk products. Commission payments aregenerally received by ANZ on a monthly, quarterly orhalf yearly basis.
You may request particulars of any remuneration,commission or benefits payable to ANZ in respectof a particular product or service.
The amount paid to ANZ from third party productissuers or service providers will vary from time to time.
All benefits to ANZ form part of ANZ’s overall earnings.
If you receive personal advice, more detailed information
about fees, commissions or other benefits payable toANZ or your adviser will be contained in/or with yourStatement of Advice.
If you will not be receiving personal advice from ANZ,
you may request more detailed information about fees,
commissions or other benefits payable to ANZ within areasonable time after receiving this FSG and before we
provide you with any of the financial services referred toin this FSG.
11If any fees, commissions or other benefits payable to ANZ
or your adviser affect the return payable to you under aproduct, further details will also be contained in theProduct Disclosure Statement for the relevant product.

REMUNERATION OR OTHER
BENEFITS RECEIVED BY ANZGROUP STAFF
All ANZ Group staff receive a salary. In addition to theirsalary, staff may also be eligible to receive an individual
reward based on their overall role performance.
Individual rewards may vary based on demonstration ofANZ Values (including acceptable behaviours),
performance against a balanced scorecard of measures(incorporating Customer, Financial, Risk/Process, People),business unit/divisional performance and ANZ overallperformance. Individual rewards are generally monetaryand paid directly to eligible staff into the same accountinto which their salary is paid, or in some circumstances,
into another account specified by the staff member.
In certain circumstances, staff members may be eligible
to receive non-monetary rewards, such as shares,
discounts on financial services products and study
assistance.
You may request further information about what youradviser is eligible to receive.
If you receive personal advice, more detailed information
about fees, commissions or other benefits payable toANZ or your adviser will be contained in/or with yourStatement of Advice or disclosure document for therelevant product.

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BENEFITS FOR THOSE WHO
REFER CUSTOMERS TO ANZANZ may pay parties including external parties andother ANZ Group members who refer customers
to ANZ a commission or other benefit. This could bemade up of a single one-off payment or benefit orcalculated as a percentage of the total amount of sales
generated by their referrals.

ANZ’S BUSINESS INTERESTS
AND ASSOCIATIONSANZ’s subsidiaries include:• ANZ Lenders Mortgage Insurance Pty LimitedABN 77 008 680 055.
ANZ owns 25% of BPAY Pty Limited ABN 69 079 137 518.
ANZ may receive commission or other payments frominsurers when it is involved in the distribution of insurance
products. These payments are set out below.
QBE and Zurich: ANZ receives 20% of premiums for
mortgage protection insurance distributed by ANZ andunderwritten by QBE Insurance (Australia) Limited (ABN 78003 191 035, AFSL 239 545) (QBE) and Zurich Financial
Services Australia Limited (ABN 92 000 010 195, AFSL232510) (Zurich).
CGU: ANZ receives a commission for distributing car,home and landlord insurance products underwritten by
Insurance Australia Limited (ABN 11 000 016 722, AFSL227681) trading as CGU Insurance (CGU). ANZ receives up
to 12% of premiums paid to CGU for ANZ Car Insurance
and up to 25% of premiums paid to CGU for ANZ Homeand Landlord Insurance. Commission is for both newand renewed insurance.
ANZ will also receive other benefits from CGU in respectof the sale of these products. These benefits include anannual marketing allowance, and ongoing payments in
respect of product development.
Zurich and Insignia: ANZ has entered into separate
strategic alliance agreements with Zurich and Insignia
Financial Ltd (ABN 49 100 103 722) (Insignia) and Australian
Wealth Management Limited (ABN 53 111 116 511)

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(Insignia Financial Group). Under these agreements,
Zurich and Insignia Financial Group will design, makeavailable and issue specified ANZ-branded financial
products and purchaser-branded financial products toANZ customers in Australia, and ANZ will make theproducts available through ANZ’s network. In Insignia
Financial Group’s case, the ANZ branded products will
be superannuation and investment products.
Zurich will pay ANZ: commissions on the home loan
protection insurance product of 20% of premiums plus
an administration fee (payable per policy at inception);commissions on life insurance products, in accordancewith the prescribed caps and claw-back requirements;
grandfathered trail commissions on certain individualand group life products; and commissions on group life
cover taken out by employers for employees (following areferral by ANZ to Zurich) at an agreed rate.
ANZ also receives a commission of 20% of premiums forreferring customers to Zurich who purchase Life
insurance products provided by Zurich.
Insignia Financial Group will pay ANZ: an annual
fixed amount as contribution to ANZ’s forecast
marketing costs in relation to Insignia Financial Groupsuperannuation products distributed by ANZ.

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A RECORD OF TELEPHONE
ADVICE
Where you instruct ANZ to order or transfer a productwhich is traded on a stock market on your behalf over thetelephone, and ANZ provides you with advice relating tothat instruction, you may request a record of that advice,unless ANZ has already provided you with one.
You may request a copy of the Record of Advice relating
to securities, derivatives or foreign exchange kept by
ANZ. The request must be made within seven years of
the provision of such advice and should be directed toyour nominated representative.

PROVIDING INSTRUCTIONSTO ANZYou can contact ANZ by using the contact details set out
at the front of this guide. Some products and services
may have their own rules around how to provide
instructions or carry out certain transactions.
Please refer to the Product Disclosure Statement for yourproduct for these details.

COMPENSATIONARRANGEMENTS
ANZ has professional indemnity insurance arrangements
in place to meet its obligations as the holder of an AFSL.
ANZ’s insurance arrangements cover claims relating tothe services and products it offers and the conduct ofcurrent and former ANZ staff (where ANZ is responsible
for the conduct of the staff member at the time of therelevant conduct).

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MAKING A COMPLAINT
If you have a complaint about any of our products orservices, ANZ has established complaint resolution
procedures set out below:
STEP 1 CONTACT US
Your first point of contact for raising concerns orproviding feedback is our staff at your local ANZ Branch,Business Centre or our Call Centre. They will do their best
to help resolve any issues you may have.
•	Use Locate Us on anz.com to find your nearest ANZ
Branch or Business Centre•

Call our Call Centre on 13 13 14

STEP 2 COMPLAINT RESOLUTION CENTRE
If you are unhappy with the response you have receivedor you would like to escalate the matter, you can contact
our Complaint Resolution Centre. Our specialists will
work closely with you to address your concern quickly
and amicably. We will update you regularly until thematter is resolved.
Contact details
Call ANZ toll free on: 1800 805 154 (8am - 7pm AEST/
AEDT weekdays excluding national public holidays)
Lodge online via: anz.com
Mail:
ANZ Complaint Resolution Centre
Locked Bag 4050
South Melbourne VIC 3205;
Email: yourfeedback@anz.com
FURTHER HELP
If you are not satisfied with the resolution offered by
our Complaint Resolution Centre, you can have yourcomplaint reviewed free of charge by the AustralianFinancial Complaints Authority, an external dispute
resolution scheme.

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AUSTRALIAN FINANCIAL COMPLAINTSAUTHORITY (AFCA)The Australian Financial Complaints Authority (AFCA) is
designed to offer fair, independent and accessible
dispute resolution for consumers who are unable toresolve complaints directly with their financial services
provider. In most cases you have two years to submit acomplaint to AFCA after you have raised it with us andreceived a final outcome from us. Before AFCA
investigates your complaint, they will generally give us
an opportunity to resolve or respond to it.
Phone:
1800 931 678
Mail: 	Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Email:
info@afca.org.au
Website:www.afca.org.au
AUSTRALIAN SECURITIES ANDINVESTMENTS COMMISSION
The Australian Securities and Investments Commission’s(ASIC) website contains information on complaining
about companies and people and describes the types ofcomplaints handled by ASIC. To obtain further
information contact the ASIC Info line:
Telephone:
Fax:
Email:
Internet:

1300 300 630+61 3 5177 3999
infoline@asic.gov.au
www.asic.gov.au

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Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Australian Credit Licence Number 234527. AFSL 234527. Item No. 80230 08.2024 WZ144768

anz.com