BankSA Retail

and Business
Banking Financial
Services Guide and
Credit Guide
Dated: 17 November 2023

© BankSA– a division of Westpac Banking Corporation

ABN 33 007 457 141 AFSL and Australian credit licence 233714.
You’ve got questions?
We’ve got time to talk.
13 13 76
7.30am to 7.30pm
Monday to Saturday
Visit us in branch
banksa.com.au
Mail us at BankSA Customer Solutions
Reply Paid 399, Adelaide SA 5001

Accessibility support.
At any time, you can inform us how you
would prefer to be contacted. If you are deaf
and/or find it hard hearing or speaking with
people who use a phone, you can reach us
through the National Relay Service (NRS).
To use the NRS you can register by visiting
accesshub.gov.au/about-the-nrs
Visit banksa.com.au/accessibility for further
information on our accessible products and
services for people with disability.
About this Guide.
This document (Guide) contains a Financial Services
Guide (FSG), Credit Guide, a feedback and complaints
section and information about our Privacy Statement
to help you decide whether to use the financial and
consumer credit services offered by BankSA.
It contains information about:
• some of the financial services and products we can
offer you, including details of any remuneration,
commission or other benefits that may be paid to
BankSA or other relevant persons in relation to
those services;
• the consumer credit services and products we can
offer you;
• our Privacy Statement and how to obtain a copy of it;
and
• our internal and external dispute resolution
procedures and how you can access them.
In this Guide, the words “we”, “our”, “us” and “BankSA”
refer to BankSA – a division of Westpac Banking
Corporation ABN 33 007 457 141 AFSL and Australian
credit licence 233714. References to the “Westpac Group”
mean Westpac Banking Corporation and all its related
bodies corporate.

Privacy Statement.
All personal information and credit-related information
we collect about you is collected, used and disclosed
by us in accordance with our Privacy Statement which is
available at banksa.com.au/privacy/privacy-statement or
by calling us on 13 13 76.
You do not have to provide us with any personal
information or credit information but, if you don’t, we
may not be able to process your application or request.
Section 10 of our Privacy Statement contains important
information you should be aware of in relation to the use
and disclosure of your credit-related information.
Our Privacy Statement also provides information
about how you can access and correct your personal
information, and make a complaint.

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Financial Services Guide.
Not Independent.

Our employees who give personal advice to retail

clients about the financial products and related
payment services referred to in this FSG are not
independent impartial, or unbiased because they
are employed and remunerated by us and may only
advise on our financial products and those products
and services listed in this FSG.

Some other documents you might get

from us.
Disclosure Documents.
When we provide advice about a financial product which
takes your specific needs, objectives or financial situation
into account (personal advice), or offer, issue, or arrange
a financial product, we’ll usually give you a Product
Disclosure Statement (PDS) or Terms and Conditions
(T&Cs). The PDS includes information to help you make
an informed decision about whether to purchase the
product, including information about any significant
benefits and risks of the product, and its cost. You may
also receive other product documentation, including the
T&Cs relating to a specific product. The T&Cs for some of
the products we offer can be found at:
• banksa.com.au/help/disclosure-documents
(for retail banking and insurance products)
• banksa.com.au/help/disclosure-documents/business
(for business banking products)
Please ensure you carefully read and understand the
PDS and/or T&Cs (where relevant) for a product before
making a decision to use or acquire that particular
product.

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Other Financial Services Guides.
Some of the financial services we provide are explained
in more detail in other Financial Services Guides issued
by us or our related companies.
BankSA also provides other financial services that are
not covered by this FSG. If you are interested in these
services, you will receive a Financial Services Guide
where we are required to provide you with one.

Information about our financial

services and products.
BankSA is authorised to provide you with financial
product advice about and deal in certain financial
products, including:
• banking products, such as deposit accounts and
payment facilities;
• general insurance products;
• life insurance products;
• superannuation;
• foreign exchange contracts; and
• derivatives.
We are authorised to make a market in financial products,
including foreign exchange contracts and derivatives.
When we provide financial services, we act on our
own behalf.
We are responsible for the financial services we provide
under our financial services licence.

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Relationships and Associations.
BankSA has associations with several entities within the
Westpac Group, as well as associations with external
product issuers, referrers, brokers and other third parties.

Confidential information
For organisations, we may disclose your confidential
information, and the personal or confidential
information of your customers or employees you
provide to us, to other members of the Westpac
Group, anyone we engage to do something on our
behalf, and other organisations that assist us with our
business.
We may also disclose your confidential information,
and the personal or confidential information of your
customers or employees you provide to us, to an
entity which is located outside Australia.

Providing instructions to BankSA.

You can contact BankSA by using the contact details set
out at the beginning 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 PDS or T&Cs for your product for these details.

Fees, commissions and benefits paid

or received by BankSA and our related
companies.
Product issuers receive product fees and may be entitled
to certain expense reimbursements if you invest in or
purchase their products.
The PDS or T&Cs for each of these products may disclose
further details in respect of the fees, commissions and
benefits paid and received by us.
If you receive personal advice, more detailed information
about any fees, commissions or other benefits payable
will be contained in the relevant PDS or T&Cs for the
product. If you do not receive personal advice from
us, we will provide on request, details of any fees,

6
commissions or any other benefits payable in respect
of any product or service you receive from us.
We may pay third parties (not part of the Westpac Group)
a referral fee of between $0 and $380 (excluding GST) if
you act on a referral and consider a BankSA product.

Insurance services and fees, commissions

and benefits received by BankSA and our
related companies.
Depending on the type of insurance, BankSA can
provide you with advice about the insurance on its own
behalf, and:
• arrange for the issue of an insurance policy by the
insurer; or
• refer you to the insurer for more information
and assistance.
If you are interested in life insurance, we will refer you
to TAL Life Limited (ABN 70 050 109 450, AFSL 237848)
to assist you. We will receive a commission of 10%
(excluding GST) of your premiums for the period you
continue to hold a life insurance policy if you purchase
one on referral from us.
BankSA can arrange for the initial issue of the following
insurance:
• Home & Contents and Landlord Insurance
issued by Allianz Australia Insurance Limited
ABN 15 000 122 850 AFSL 234708 (Allianz),
• Motor Insurance issued by Allianz.
BankSA can refer clients to Allianz, Club Marine Limited
ABN 12 007 588 347 AFSL 236916 (Club Marine) and
AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631
trading as Allianz Global Assistance (AGA) (both Club
Marine and AGA act as an agent under a binder for Allianz),
respectively, for each of the following insurance:
• Caravan & Trailer Insurance issued by Allianz,
• Pleasure Craft Insurance issued by Club Marine,
• Travel Insurance issued by AGA for the insurer Allianz.

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The following table provides further details of the general The insurance PDSs for some of the general insurance
insurance products we refer customers to the insurer products can be found at banksa.com.au/personal/
for or arrange, and the fees, commissions and benefits insurance
received by BankSA and our related companies.

Fees, commissions and benefits received by BankSA and our

related companies (as percentage of insurance premium
Type of Insurance Insurer(s) excluding GST)

The insurer may pay:

Home and Contents Allianz Australia Insurance Limited
0% to 12% on initial issue
Insurance ABN 15 000 122 850
0% to 12% on renewal

The insurer may pay:

Allianz Australia Insurance Limited
Landlord Insurance Up to 12% on initial issue
ABN 15 000 122 850
Up to 12% on renewal

The insurer may pay:

Allianz Australia Insurance Limited
Motor Insurance 0% to 12% on initial issue
ABN 15 000 122 850
0% to 12% on renewal

AWP Australia Pty Ltd

Travel Insurance ABN 52 097 227 177 (trading
(excluding credit card as Allianz Global Assistance), The insurer may pay:
complimentary travel as agent for the insurer Allianz 0% to 10% on issue
insurance) Australia Insurance Limited
ABN 15 000 122 850

The insurer may pay:

Caravan and Trailer Allianz Australia Insurance Limited
0% to 10% on initial issue
Insurance ABN 15 000 122 850
0% to 10% on renewal

Club Marine Limited

ABN 12 007 588 347, as agent, The insurer may pay:
Marine Pleasurecraft
under binder for the insurer Allianz 0% to 10% on initial issue
Insurance
Australia Insurance Limited ABN 15 0% to 10% on renewal
000 122 850

Business Insurance
The insurer may pay:
(including Business, Trade Allianz Australia Insurance Limited
0% to 14% on initial issue
and Services, Office and ABN 15 000 122 850
0% to 10% on renewal
Commercial Motor)

8 9
The amounts we pay to our staff.
All of our employees receive a salary, superannuation,
various employee benefits and may also be eligible for
variable rewards* and other non-cash awards based on
their performance.
Short term variable reward (STVR) includes cash and
deferred awards, which are designed to recognise
employees for outcomes achieved during the financial
year. Other non-cash awards, such as gift vouchers,
attendance at conferences, employee development and
team building events and Westpac Performance Shares
may also be awarded.
STVR and non-cash awards are used to recognise the
contribution made by employees against agreed goals.
The contribution of an employee is measured based
on their holistic contribution across a mix of financial,
customer and non-financial goals relevant for their role.
The types of goals may include, but are not limited to,
financial (e.g. sales or referrals of financial products
and other products), behaviours in line with our values,
customer service, risk and compliance, people and
corporate responsibility requirements.
STVR and non-cash awards are provided on a
discretionary basis and may vary from time to time. It
is not possible to determine at any given time whether
an employee will receive a STVR and non-cash awards
referred to above.

* From 1 October 2020 customer facing Branch based and Call Centre
employees have not been eligible for a STVR (excluding lending and
managerial roles).

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Compensation Arrangements.
We are regulated by the Australian Prudential Regulation
Authority (APRA). As an APRA regulated entity, we are
exempt from the compensation requirements in the
Corporations Act 2001. We nonetheless have professional
indemnity insurance, which provides cover for claims
that relate to the financial services that we and our
representatives provide.
Neither BankSA nor any other member of the Westpac
Group guarantees the insurance described in this FSG.
If you have a deposit account with us, you may be entitled
to a payment under the Financial Claims Scheme (FCS).
The FCS is run by the Australian Government to protect
a customer’s bank account deposits held in Australian
Authorised Deposit-Taking Institutions (ADIs). Payments
under the FCS are subject to a limit for each customer
in respect of all bank account deposits held with the
one ADI.
You can find out more information about how the FCS
limit is applied by visiting banksa.com.au and search
Financial Claims Scheme. You can also obtain more
information about the FCS at www.fcs.gov.au

Complaints.
Details about our internal and external dispute resolution
procedures and how you can access them if you have a
concern or complaint are set out in the section “Feedback
and complaints” on pages 14 to 15 of this Guide.

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Credit Guide
Information about our credit services
and products.
BankSA’s consumer lending products include:
• credit cards;
• home loans;
• residential investment property loans; and
• personal loans.

Our general obligations.

In relation to our consumer lending products, we will not,
as a credit provider:
• enter into a credit contract with you; or
• increase the credit limit of a credit contract with you,
if we assess that the credit contract (or credit limit
increase to that credit contract) is unsuitable for you.
We refer to this assessment as the Suitability Assessment.
To make this assessment, we will make reasonable
inquiries about your:
• requirements and objectives in relation to the credit
contract or credit limit; and
• financial situation and take reasonable steps to verify
your financial situation.

When will a credit contract be unsuitable?

A credit contract, including any credit limit increase to
that contract, will be unsuitable if:
• the credit contract does not meet your requirements
or objectives; or
• it is likely that you will be unable to comply with your
financial obligations under the credit contract; or
• it is likely that you could only comply with your
financial obligations under the credit contract with
substantial hardship.

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Among other circumstances, the credit contract or credit
limit increase may cause substantial hardship if:
• it is a credit card contract and you would not be able to
repay an amount equal to the credit limit within
3 years; or
• you would only be able to meet the obligations under
it by selling your principal place of residence.

How can you access a copy of a

Suitability Assessment?
You may request a copy of a Suitability Assessment
before entering into the credit contract, before the
credit limit is approved, or at any time up to 7 years after
you enter into the credit contract or your credit limit is
increased. You can request a written copy of a Suitability
Assessment by calling us on 13 13 76.
We will provide you a copy of a Suitability Assessment,
free of charge, within the following time frames:

We will give you your

If your request is made: assessment:
As soon as possible after we
Before the Credit Day**
receive your request
Up to 2 years after Within 7 business days after
the Credit Day** we receive your request
Between 2 and 7 years Within 21 business days after
after the Credit Day** we receive your request
** T he Credit Day is the date the credit contract is entered into or the credit limit
is increased.

We are not required to provide you with a copy of a

Suitability Assessment if the application for the credit
contract or credit limit increase has been declined.

Complaints.
Details about our internal and external dispute resolution
procedures, including the Australian Financial Complaints
Authority (AFCA) and how you can access them if you
have a concern or complaint are set out in the section
“Feedback and complaints” on pages 14 to 15 of
this Guide.

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Feedback and complaints.
Delivering on our service promise.
We’re constantly striving to provide the best possible
service, and we’ll do our best to resolve any concern you
have efficiently and fairly.

Our commitment to you.

If you’re ever unhappy about something we’ve done – or
perhaps not done – please give us the opportunity to put
things right.
Our aim is to resolve your complaint within 5 business
days, and, where possible we will resolve your complaint
on the spot. If we need some additional time to get back
to you, we will let you know. Should we be unable to
resolve your concern at your first point of contact, we
will then refer the complaint to our dedicated Customer
Managers in our Customer Solutions team.
Our Customer Solutions, Customer Managers are here
to find a solution for you and will ensure that you’re
regularly updated about the progress we are making to
resolve your complaint.

You can contact us:

Within Australia: 13 13 76
From overseas: +61 2 9155 7850
BankSA Customer Solutions,
Reply Paid 399, Adelaide SA 5001
Online using the secure feedback form at
eforms.banksa.com.au/olfmu/eforms/
ConsumerFeedback/#/welcome
If you prefer to tell us in person, go to our website
to locate your nearest branch.

For further information go to our website and search

‘Feedback and Complaints’.
If you are a Business Bank or Private Banking customer,
please contact your Relationship Manager or Private
Banker in the first instance.

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If you are still unhappy.
If you’re not satisfied with our response to your
Complaint, or if we haven’t resolved it within the required
timeframe, you can make a complaint to Australian
Financial Complaints Authority (AFCA).
If your complaint is about the way we handle your
personal information you may also contact the Office of
the Australian Information Commissioner (OAIC).

Australian Financial Complaints Authority.

AFCA provides a free and independent service to resolve
complaints by consumers and small businesses about
financial firms (e.g. banks), where that complaint falls
within AFCA’s terms of reference.
The contact details for AFCA are set out below:
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Office of the Australian Information

Commissioner.
You may also make a complaint to the OAIC where your
complaint is about the way we handle your personal
information. OAIC requires you to first lodge a complaint
with us. The law also allows 30 days for us to deal with
your complaint before you can make a complaint to
the OAIC.
The contact details for OAIC are set out below:
Online: www.oaic.gov.au
Online enquiries: Enquiry Form
Phone: 1300 363 992
Post: Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
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BankSA acknowledges the traditional owners as the custodians of this land, recognising their
connection to land, waters and community. We pay our respect to Australia’s First Peoples,
and to their Elders, past and present.
© BankSA– a division of Westpac Banking Corporation ABN 33 007 457 141 AFSL and
Australian credit licence 233714. WBCBSA05989 1123