What is this document?
This Financial Services Guide (“FSG”) has been prepared by Mastercard Prepaid Management Services Australia Pty Ltd ABN 47 145 452 044, AFSL 386 837 (“Mastercard”), the program services manager of the Stables Card Mastercard® issued by EML Payment Solutions Limited ABN 30 131 436 532, AFSL 404 131 (“Issuer”). Mastercard acts for the Issuer. This FSG is an important document which provides information to assist you in deciding whether to use the Card. It contains information on the services being provided, how the relevant parties are remunerated, details of how complaints are dealt with, privacy considerations and the conflicts of interest that may arise between Mastercard and other issuers. In addition to this FSG, you will be provided with a Product Disclosure Statement (“PDS”) containing information about the Stables Card Mastercard (“Card”). You should only rely on the information contained in this FSG, the PDS and Target Market Determination for the Card. If you have any questions about the information contained in this FSG, you should contact Stables.
Who are we? Who do we act for?
Mastercard holds an Australian Financial Services Licence (AFSL 386837) and is authorised to deal in and provide general financial product advice in relation to non-cash payment products, such as the Card. Stables provide the digital wallet from which you can transfer amounts to the Card, to then spend as you would using any other card, and work closely with Mastercard to provide services relating to your Card. Mastercard has authorised us to deal in non-cash payment products, limited only to the Card, as its authorised representative. We have also been authorised by Mastercard to distribute this FSG. Mastercard has not authorised us to provide you with personal advice.
Providing instructions to us
You may provide instructions to us via the mobile app or by email. Instructions received may require verification of your identity. Please refer to the PDS for further details.
What financial services do we provide on behalf of Mastercard?
As an authorised representative of Mastercard, we and our employees, agents and contractors are authorised to deal in the Card only. We are also authorised to provide services including dispute resolution.
How are we and Mastercard remunerated?
Our employees are remunerated on a salary basis with some employees also receiving incentives based on sales of products and services. Mastercard’s employees are remunerated on a salary basis with performance incentives based on the overall financial performance of Mastercard, the performance of the Business Unit in which they operate and individual performance.
Mastercard’s remuneration consists of amounts paid to it by Stables for the servicing of the Cards.
You can request more specific details of the fees and other benefits that will be received by Mastercard by contacting Mastercard General Enquiries directly on 1800 098 231. If you wish to be provided with this information, you must make your request within a reasonable time after you are provided with this FSG, and in any event, before any financial service is provided to you relating to the Card.
Conflicts of interest
Mastercard is part of the Mastercard Group, and its ultimate parent company is Mastercard Inc., a company listed on the New York Stock Exchange. It has a conflict-of-interest policy that aims to avoid and manage conflicts of interests that may arise both within the group and between it and third parties from time to time.
We are not authorised to provide you with any financial product advice. This means that any information we provide you will be factual only and we will not take into account your financial needs, circumstances, or objectives in any of the information we provide. We do not recommend or make any statements of opinion in relation to the Card. You should consider your own objectives, financial situation and specific needs and rely only on the information contained in this FSG and the PDS provided to you or the Target Market Determination, to make your own decision on whether the Card or related services offered are right for your circumstances.
If you do not provide the information requested, we or Mastercard may not be able to provide the service you have requested. In some instances, Mastercard may contract with external companies for the provision of services to you. These companies may include, or be associated with transaction processing, insurance, information technology services and records management. Only information about you that is pertinent to the supply of the Card to you is provided to any third party and strict security and confidentiality requirements are adhered to. In collecting and managing personal information, Mastercard complies with the Australian Privacy Principles (‘APPs’) of the Privacy Act 1988 (Cth).
In the event that personal information is disclosed to an external company operating in a foreign country, Mastercard will ensure that the information will be protected by a law or a contract which upholds privacy principles similar to the APPs.
Mastercard is covered by a professional indemnity insurance policy (the policy) designed to pay claims by third parties (including customers) arising out of any professional negligence on its part, subject to terms and exclusions of the policy. The policy extends to cover for claims made in relation to the conduct of representatives/employees after they cease to be employed by or act for Mastercard. The terms and conditions of the policy satisfy the requirements of s912B Corporations Act 2001 (Cth) for compensation arrangements. You do not have a direct right to claim under this policy which is taken out to ensure sufficient resources will be available to meet claims against Mastercard.
You should address any complaint relating to the financial products or services directly to us on the details provided in the PDS or by contacting Customer Support on 1300 160 858 or by email at firstname.lastname@example.org.
If these steps are unable to resolve your complaint, the matter will be automatically escalated. If a resolution is not reached within a reasonable time period, the matter will be further escalated and referred to senior management.
All complaints are logged at each stage of the process. If you have any enquiries about the dispute resolution process, please call us on 1300 160 858 or by sending an email to email@example.com.
If you are dissatisfied with the resolution of a complaint you have lodged, you may refer your complaint to:
Australian Financial Complaints Authority
GPO Box 3 Melbourne Vic 3001
Toll Free Number: 1800 931 678
What happens if this FSG changes?
If the FSG is updated, we will post a link to the updated FSG on the Stables website.