19 September 2023
Version 1.0
Issued by Hay Limited ABN 34 629 037 403
Australian Financial Services Licence No. 515459
1. About this guide
This Financial Services Guide (FSG) is prepared by Hay Limited ABN 34 629 037 403 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 KttiPay Account (Account) and KttiPay Visa Debit Card (Card).
This FSG is distributed by KttiPay Pty Ltd (KttiPay), which has been authorised by Hay (authorised representative number 001305849) to market, promote, and distribute Hay Limited non-cash payment products.
This FSG is an important document, which provides information about the financial services offered by Hay and is designed to assist you in deciding whether to use the services offered in this FSG.
Hay is the issuer of the Card whereby the customer can make payments wherever Visa debit cards are accepted.
The Card is linked to a digital account (which is not a bank account). The customer is given details of the digital account which will enable them to deposit funds into that account. Once cleared, these funds can be accessed by the customer by using the KttiPay App and/or the Card locally and/ or overseas. 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 we provide and documents you may receive from us;
- fees and other benefits we may receive for providing the financial services to you; and
- how you can make a complaint to us and how we will deal with your complaint.
After reading this FSG, you will know:
1. Who we are and how to contact us;
2. What financial services can be provided to you and how these services will be provided to you;
3. How we (and any other relevant persons) may be remunerated;
4. Whether any relevant associations or relationships exist that may influence our general advice;
5. How we maintain your personal information; and
6. How to access our 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 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.
3. Documents you might receive
You will receive this FSG at the time we think that we may provide you with a financial service.
You will also be provided with our product disclosure statement (PDS) before you sign up to our product(s). The PDS will provide you with information about the product, its features, benefits, risks, costs and other relevant information, available at www.kttipay.com/pds.
The use of the KttiPay Account and Card are governed by Terms and Conditions which are available at www.kttipay.com/terms; and the Privacy Policy which is available at https://www.hellohay.co/privacy.
You should read the PDS, Terms and Conditions and Privacy Policy before you decide to obtain our product(s).
4. 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.
5. About the authorised distributor KttiPay
Hay has provided KttiPay an authorisation to act on its behalf for specific activities, meaning it can:
1. Arrange for the issue of the KttiPay Account and Card by Hay to you;
2. Provide factual product information in relation to the KttiPay Account and Card; and
3. Publish or issue certain promotional material in relation to the KttiPay Account and Card.
KttiPay cannot provide you personal advice about the non-cash payment product offered by Hay. This means neither Hay nor KttiPay has taken into consideration your objectives, financial situation or needs.
KttiPay Pty Ltd ABN 38 657 958 195 operates KttiPay as a brand for this product.
You will need to decide whether any factual product information given by KttiPay 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 KttiPay provides any services to you that are outside of the authorisation we have provided. If you have questions regarding the information or materials you receive, you can contact Hay at any time.
6. Can I provide KttiPay with instructions?
You may provide KttiPay with specific instructions by letter, email or other means, such as the KttiPay App.
You can contact KttiPay by using the following channels:
Mail: PO Box 4, Northbridge NSW 1560
Email: support@kttipay.com
Website: www.kttipay.com
7. Are there any fees, commissions, or other benefits received?
All fees relevant to the KttiPay Account and Card are set out in the PDS for each product Hay issues, and that KttiPay distributes, which can be found at www.kttipay.com/pds.
8. Associations and relationships
Hay and KttiPay 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.
Neither Hay nor KttiPay is aware of situation or arrangement that would give rise to a potential or actual conflict of interest that could influence the issue, operation or distribution of the financial services.
9. Disputing a transaction
We encourage you to review your transaction history regularly. Where your KttiPay Card is used for Unauthorised Transactions, we will seek to reverse the transaction if we can under the Visa Scheme Rules (Chargeback). Your ability to dispute a transaction or reverse an Unauthorised Transaction may be lost if you do not notify us immediately (see Chargeback and Disputed Transaction in section 2 of the Account and card terms and conditions). It is your responsibility to regularly review your online transaction history to identify Unauthorised Transactions. Under these Terms and Conditions, we may not be responsible for any loss to you if you do not dispute an Unauthorised Transaction within 45 days of the transaction date.
10. Feedback and resolving complaints
When you provide feedback, Hay and KttiPay have the opportunity to improve services to you. If you have a query or complaint relating to the KttiPay Account and Card that KttiPay has provided to you, you should initially direct the query to KttiPay via:
Mail: PO Box 4, Northbridge NSW 1560
Email: support@kttipay.com
Website: www.kttipay.com
Please provide a full explanation of your feedback or complaint. KttiPay may request further details from you.
Either KttiPay or Hay will undertake the following:
- 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 KttiPay directly, you can escalate your enquiry to Hay via complaints@hellohay.co or by phone 1800 080 081. Hay will check with you to make sure you are satisfied with how your complaint was handled.
If we are unable to resolve the matter to your satisfaction, you may refer the compliant 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