Financial Services Guide

Introduction

This is a Financial Services Guide (FSG) for RACQ Distribution Services Pty Limited (ABN 35 116 361 650) (AFSL 567130) (RACQDS) and RACQ Operations Pty Limited (ABN 80 009 663 414)(RACQO).

All references in this FSG to ‘we’, ‘us’ or ‘our’ are references to RACQDS and RACQO. Distribution of this FSG has been authorised by each of us.

Any financial services referred to in this FSG will only relate to general insurance products underwritten by RACQ Insurance Limited (ABN 50 009 704 152) (AFSL 233082) (RACQI).

RACQI has appointed RACQDS to distribute (arrange) its general insurance products on its behalf. RACQDS has appointed RACQO to provide distribution services in relation to the RACQI general insurance products. When providing these services RACQDS and its authorised representative RACQO and their representatives act on behalf of RACQDS, not for you.

About this FSG

The purpose of this FSG is to set out information designed to assist you to decide whether to use any of the financial services or purchase any of the financial products as set out in this FSG. It also sets out other information and details required by law to be included in an FSG, which includes:

Who we are and who we act for,

• The financial services we are authorised to provide,
• How we and others are remunerated for the above services,
• Any associations or relationships that may influence our services,
• How we handle complaints and protect your privacy,
• How we respect your privacy; and
• How to contact us.

Other disclosures

A Product Disclosure Statement (PDS) and any applicable Supplementary Product Disclosure Statement (SPDS) is available and will be provided to you by RACQI. The PDS and any applicable SPDS includes important information on the terms of the insurance policy, and you should read these documents carefully before purchasing any RACQI product.

Any information that we give you about the insurance products will be either factual information or general product advice only and will not take into account, your personal objectives, financial situation or needs. You should carefully consider your own financial circumstances and whether you require independent advice before deciding whether to purchase a financial product.

Who we are

Authorised Representative

RACQ Operations Pty Limited ABN 80 009 663 414
Address: 2649 Logan Road, Eight Mile Plains, 4113.
Phone: 13 1905
Representative Number: 234978
Email: racq@racq.com.au
Website: refer to the racq.com website

Licensed entity

RACQ Distribution Services Pty Limited
Address: 2649 Logan Road, Eight Mile Plains, 4113.
Phone: 13 1905
AFS Licence Number: 567130
Email: racq@racq.com.au
Website: refer to the racq.com website

How can you provide instructions

You can provide us with instructions by contacting the Corporate Authorised Representative on the contact details listed above.

Authorised Financial Services

RACQDS is authorised to provide the following financial services to wholesale and retail clients:

• Deal, by arranging, general insurance products.
• Provide general advice about general insurance products.

RACQDS has appointed RACQO to provide these services on its behalf.

Claims handling and settling services

RACQDS and RACQO are not authorised to provide claim handling or settling services.

If you need assistance with a claim, you should contact RACQI directly.

Remuneration arrangements

How RACQDS is paid

The premium for the RACQI general insurance policies is payable to RACQI as the Insurer.

RACQI pays RACQDS commission for each RACQ policy (and any renewal or variation of those policies). RACQI will also make other payments to RACQDS for the distribution services we provide. These payments will vary depending on the volume of RACQI policies and/or the achievement of other performance metrics.

These amounts are not paid by you and do not represent an additional cost to you.

How RACQO is paid

RACQO is paid a fee by RACQDS for the use of its distribution network, including its facilities, systems and operations and its representatives. This amount of this fee is referrable to the services provided and which is not solely attributable to any individual financial service provided on behalf of RACQDS.

Our employees

Employees of RACQDS and RACQO are paid an annual salary by RACQO. These employees may be entitled to incentive bonuses, which
can be based on performance or other criteria. These bonuses are not charged directly to you.

More details about what we are paid

Further details about the remuneration of RACQDS and/or RACQO, or our employees or other representatives, is available on request. Any request should be made prior to receiving financial services from us.

Relationships and associations

RACQ Group

RACQO and RACQDS are subsidiaries of the Royal Automobile Club of Queensland Limited ABN 72 009 660 575 (RACQ). The RACQ group includes Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. RACQ Bank does not guarantee any insurance product arranged by RACQDS or RACQO.

RACQO holds a minority shareholding in RACQI.

Referrers

We may from time to time have arrangement with third parties how might refer you to us or our representatives (Referrers). We will pay any Referrer who referred you to us a maximum amount of $55 for any RACQI insurance policy we arrange for you.

Compensation arrangements

RACQDS has professional indemnity insurance arrangements in place that comply with the requirements of section 912B of the Corporations Act. You do not have a direct right to claim under this insurance. The insurance (subject to its terms and conditions) will continue to cover claims in relation to RACQDS, RACQO and their representatives/employees, including those who no longer work for them (but who did at the time of the relevant conduct).

Complaint or dispute

Contact us first

If you have a complaint or dispute concerning our financial product or financial service described in this FSG please tell us.

RACQDS provides a free and impartial dispute resolution process, established to address any complaint you may have in relation to our products, services, staff, processes or a privacy issue.

You can telephone us on 13 1905; write to us at PO Box 3004, Logan City, Qld 4114; email us at racqidisputeresolution@racq.com.au, visit us online at www.racq.com.au/contact-us/feedback-and-complaints or call into any RACQ or Agency store to let us know about your complaint.

The matter will be managed and decided in line with our complaints management policy. You can find more information on our complaints management policy by visiting www.racq.com.au/contact-us/feedback-and-complaints.

External disputes resolution scheme membership

RACQDS is a member of the ASIC approved Australian Financial Complaints Authority (AFCA).

You can contact them on 1800 931 678 or write to them at GPO Box 3, Melbourne, Victoria 3001 or www.afca.org.au.

Your Privacy

RACQDS and RACQO will collect, hold, use and disclose your personal information in accordance with the Australian Privacy Act and the Australian Privacy Principles.

Our privacy policy can be found at racq.com.au/privacy.

If you wish to make a complaint about the privacy of your personal information, please contact us. You may also make a complaint to the Office of the Australian Information Commissioner upon becoming aware of any privacy issue.

Document preparation date: 29 July 2025.

FSG0925