1. About this document
This is the Financial Services Guide (FSG) provided by Xinja Bank Limited ACN 618 937 054 Australian Financial Services Licence (AFSL) and Australian Credit Licence number 501764.
This FSG does not apply to prepaid cards issued by Indue Ltd ABN 97 087 822 464 AFSL and ACL number 320204 and made available by Xinja.
You should read this FSG to help you to decide whether our products and services are right for you. It provides information about:
- the financial services and products we offer;
- details about any commission or other benefits that we or our staff may be paid for providing you with our financial products and services; and
- what to do if you have a complaint.
This FSG replaces any previous FSG we have previously issued for the Bank Account.
If you wish to contact us, please contact Xinjaratis (our customer support team) by:
- the Xinja App; and
- by email to [email protected].
You can also call us on 1800 946 527.
Our standard business hours are 8.00am – 8.00pm (Sydney time), five days a week (with public holiday exceptions; Christmas Day, New Years Day closed and Boxing Day open 9am – 4pm).
2. What other Documents may you receive from us?
In addition to this document, if you open a Xinja Bank Account you will receive:
- the Xinja Account Terms and Conditions;
- the Xinja Electronic Access Terms and Conditions; and
Make sure you read all these documents carefully. If you have any questions you can ask Xinjaratis. You can get a copy of all of these documents at any time on the Xinja website (www.xinja.com.au).
3. What Services and Products do we provide?
Xinja is licensed to provide you with general financial product advice and information about dealing in
- our deposit accounts; and
- ways to get money into your Xinja Bank Account (deposits) and ways to accessing your money (withdrawals).
Xinja is responsible for all products and services it makes available to you. It does not act on behalf of any other financial services licensee for this financial product.
4. How you can get money into or out of your Xinja Accounts
You can move money into or out of your Xinja Accounts using the Xinja App.
The Xinja Electronic Access Terms and Conditions provide instructions on how to access the Xinja App and the Xinja Bank Accounts Terms and Conditions set out full details of how to move money into or out of your Xinja Accounts.
5. How we get paid
We may charge you fees for some services that we provide you. Details of these fees are set out in the Xinja Bank Accounts Terms and Conditions.
Payments to our staff
All of our staff receive a fixed salary. From time to time, staff members may also receive a benefit or other reward in addition to their fixed salary.
Monetary benefits or rewards may include an annual bonus. Nonmonetary benefits or rewards include training, entertainment expenses, sponsorship, gifts and similar benefits.
All monetary and non-monetary benefits provided to Xinja staff depend on a variety of factors. It is not possible to determine at any given time whether a staff member will receive a benefit or a reward or provide details of the amount of such benefits and rewards.
Referral fees paid by Xinja
If you were referred to us by another person or organisation under a ‘referral arrangement’, we may pay the referrer a one-off fee. It is not possible to provide details of the amounts of these referral fees, however, Xinja will never charge you an additional amount to cover the referral fees we may pay.
6. Our compensation arrangements
As an Authorised Deposit-Taking Institution (ADI), if you have a Xinja Bank Account, you are protected by the Financial Claims Scheme (FCS), an Australian Government initiative which protect deposits held in an account with an Australian ADI. There are limits to the payments that you may receive under the FCS. More information about the FCS is available on the APRA website (www.apra.gov.au) or by calling APRA on 1300 55 88 49.
7. Personal information
8. Complaints and Feedback
If you want to speak to us about your experiences with Xinja, please contact Xinjaratis.
We hope that we will love our products and services, but if you contact us with a concern, we will do our best to resolve your problem immediately.
If we can’t do this, details of your concern will be forwarded to our Chief Operating Officer who will give you a written confirmation that we have received your complaint along with an estimate of how long it will take for us to investigate the issue. At the end of our investigations, our Chief Operating Officer will provide you with a written response.
If we are unable to resolve your concerns, you may choose to lodge a complaint with the Australian Financial Complaints Authority (AFCA). The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Ph: 1800 931 678
Email [email protected]
AFCA will investigate the complaint and make a determination. This is a free service for you.
Download the pdf here