DomaCom Australia Limited ABN 33 153 951 770 the holder of AFSL 444365, is authorised to provide general financial product advice. Whilst DomaCom has taken all reasonable care to produce the information in this material, it does not make any representations in respect of, or warrant the accuracy, timeliness or completeness of any of the information. The information provided in this material is general information only. It does not constitute financial, tax, legal advice or a forecast. This information has been prepared without taking into account your personal objectives, financial situation or needs. Before acting on the information or deciding whether to acquire or hold a product, you should consider its appropriateness and the relevant Product Disclosure Statement (PDS) and any Supplementary Product Disclosure Statement (SPDS) available on the DomaCom website, www.domacom.com.au, or by calling 1300 365 930.
Financial Services Guide
This Financial Services Guide (FSG) is issued by DomaCom Australia Limited (DomaCom) ABN 33 153 951 770 Australian Financial Service License No. 444365 (AFSL) as the Investment Manager of the DomaCom Fund ARSN 167 020 626 (Fund). The responsible entity and the issuer of interests in the Fund is Perpetual Trust Services Limited ABN 48 000 142 049 AFSL No. 236648 (Perpetual).
The main purpose of this FSG is to provide information about the financial services provided by DomaCom, (‘us’ and ‘we’) and is designed to assist a potential retail client in deciding whether to use any of the services offered in this FSG and to identify:
- who is offering the service and their contact details;
- potential conflicts of interest;
- the services we are authorised to provide;
- fees and charges that are paid to us; and
- how we deal with complaints.
Other documents you may receive
Before investing in the Fund, you will need to obtain a copy of the Product Disclosure Statement (PDS). A PDS is an important document designed to explain the key features of a financial product. A PDS includes information about fees and charges, investment strategies, risks, tax, dispute resolution and cooling-off rights amongst other things. You can download a copy of the relevant PDS from our website www.domacom.com.au or call our Client Services team on 1300 365 930.
If you have any questions about any of the content of this FSG, our services or to request any further information, please contact:
Platform and Client Service Manager
DomaCom Australia Limited
Level 6, 99 Queen Street
Melbourne, Victoria 3000
Phone: 1300 365 930
Warnings where ‘general advice’ is provided
We only provide general financial product advice to wholesale and retail investors in respect of the Fund. As such, any information or advice we provide does not take into account your objectives, financial situation or needs. Accordingly before acting on any information or general advice we provide (including deciding whether to acquire or hold a product), investors should consider the appropriateness of such advice or information to their particular circumstances and read the Product Disclosure Statement (PDS) for the Fund, available on the DomaCom website at www.domacom.com.au or by phoning 1300 365 930. The purpose of the PDS is to provide you with the information necessary to make a decision as to whether or not to invest in the Fund.
What financial services are available through DomaCom?
DomaCom holds an AFSL (No. 444365) under the Corporations Act 2001 (Cth).
DomaCom is authorised under its AFSL to provide general financial product advice to retail and wholesale clients on the following classes of financial products:
- deposit and payment products limited to basic deposit products; and
- interests in managed investment schemes excluding investor directed portfolio services.
DomaCom is also authorised to deal in financial products. In particular, DomaCom is authorised to:
- issue, apply for, acquire, vary or dispose of interests in managed investment schemes excluding investor directed portfolio services; and
- apply for, acquire, vary or dispose of a financial product on behalf of another person in respect of deposit and payment products limited to basic deposit products.
DomaCom is also authorised to make a market in units in sub funds of the Fund. DomaCom intends to make a market in units (that is, to regularly state prices at which it is willing to buy and sell units in a sub-fund) and it will provide the facility for the buying and selling of units on the DomaCom platform. DomaCom acting on its own behalf, may bid or offer to buy and sell units in a sub-fund from time to time, at its discretion entirely and will stipulate the prices at which it will do so. Perpetual is the issuer of the financial product under the PDS and the relevant supplementary Product Disclosure Statement. However, Perpetual is not involved in any way with the secondary market facility.
When providing these financial services we act on our own behalf.
Our Client Services team does not have any alliance with any other fund manager.
What are the fees, charges and commissions?
Managing the Fund
DomaCom does not charge retail clients for any fees for any information or general advice provided to retail clients. DomaCom as Investment Manager of the Fund receives a management fee from Perpetual. The fees payable for investing in the Fund are described in detail in the PDS which is available on our website at www.domacom.com.au. The management fee payable to DomaCom cannot exceed 0.22% per annum (inc. GST) for the value of investments in the Fund Cash Pool (as defined in the PDS) and 0.88% per annum (inc. GST) for the value of investments in a sub fund of the Fund (as defined in the PDS).
There are no commissions payable to DomaCom for any general advice or services delivered. No rebates are payable to DomaCom in relation to its services relating to the Fund. DomaCom staff receive a salary that incorporates base salary along with bonuses and other benefits from time to time.
Making a Market
DomaCom will charge a fee of 2.75 (0.0275%) basis points inclusive of GST on the consideration it pays or receives when it buy or sells units in a sub fund in the course of making a market for those units.
Insurance and Compensation coverage
Under the Corporations Act 2001 (Cth) (Act), and regulations made under that Act, DomaCom as the holder of an Australian Financial Services Licence is required to have professional indemnity insurance that is adequate having regard to the nature of our business and the potential for compensation claims.
DomaCom has an investment managers’ insurance policy in place which covers professional indemnity, crime, information technology and directors’ and officers’ liability insurance. DomaCom is satisfied with the adequacy of that cover. The cover available to DomaCom extends to include losses arising from the conduct of former employees or representatives of DomaCom (which occurred during their employment with, or service for DomaCom) as if those persons were still employed by, or were still representatives of DomaCom. Senior management reviews the insurance coverage and policies annually.
These arrangements satisfy the requirements for compensation as required under the Act.
Under the Privacy Act 1988 an investor may request access to the personal information we and our service providers hold about them. The investor may request to amend or correct information, however if we do not agree with the requested changes, we are not obliged to make those changes.
Providing instructions to us
Unless otherwise stated in the relevant PDS or offer document, we require that you provide all instructions to us in writing, signed by you. Where those instructions are of a purely administrative nature, we will act in accordance with those instructions. Otherwise, we will consider those instructions in accordance with our legal obligations.
If you have a complaint
The DomaCom complaints handling is designed to ensure that any concerns or feedback you may have are dealt with appropriately, promptly and fairly. Your concerns may be provided either verbally or in writing in strict confidence to the DomaCom Client Services Manager via:
DomaCom Client Services Manager
DomaCom Australia Limited,
Level 6, 99 Queen Street, Melbourne
DomaCom Client Services Manager
GPO Box 1866
Melbourne Victoria 3001
Facsimile: 03 8669 1780; or
Telephone: 1300 365 930
Please provide the following information in your correspondence or discussion:
- your contact details including name, address, telephone numbers, email and fax, where applicable;
- what aspect of DomaCom service it relates to;
- nature of the concern;
- relevant dates and parties involved;
- the relevant remedy sought; and
- any other relevant information.
If the issue or query you raise relates to your investment in the DomaCom Fund, and is not resolved within one business day of receipt, we will forward it to the Responsible Entity of the DomaCom Fund who will address it in accordance with their own complaints process.
In all other cases, DomaCom will acknowledge your complaint in writing within five (5) business days of receipt and will endeavour to resolve the complaint within forty five (45) days. If DomaCom has not resolved the complaint within forty five (45) days, you have the right to contact the Financial Ombudsman Service (FOS) about your complaint.
The FOS contact details are:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Phone: 1300 78 08 08
You may be asked to quote our membership number which is: 33299
Date of Preparation: 25 March 2015
How to raise a concern or a complaint with DomaCom
About this documentAudienceThis procedure applies to clients of DomaCom who may wish to raise any issues or problems they may have with the services that DomaCom provides or the conduct of a director, employee, consultant, agent and the like of DomaCom. It does not apply to investors in the DomaCom Fund. Complaints or disputes relating to the DomaCom Fund must be addressed in accordance with the processes of the Responsible Entity. Information about those processes can be found at http://www.perpetual.com.au/making-a-complaint.aspxObjectivesThe purpose of this document is to outline the processes that are intended to effectively manage customer complaints and provide a dispute resolution procedure as required pursuant to the Corporations Act, ASIC Policy (PS165) and AS 4269-1995.UpdatesIf you have any questions about this document, or suggestions for improving its accuracy or usability, please send a message to email@example.com .
|Version no.||Status||Draft no.||Version date||Description of change||Created by|
|1||Final||1 April 2013||Initial version||C Nolan & Ross Laidlaw|
|2||Draft||1||20/3/14||Minor updates||C Nolan|
This policy is due to be reviewed by the Compliance Manager before the end of 2016 (3 year cycle)
1. Our Service to you
DomaCom prides itself on the high quality of service provided to each of its customers. However, there may be instances where customers may feel dissatisfied with the service provided. If this is the case, we are keen to hear about your grievance so that we can remedy the problem swiftly.
2. The Procedure if you have a complaint
We are committed to providing high quality services and products so if you have a complaint, please let us know. We will investigate your concerns as quickly as possible to resolve them to your satisfaction.
To assist us to help you:
- Gather all your supporting documents, think about the questions you want answered and how you would like your complaint resolved; and
- Contact us as soon as possible.
If you’re not sure whether you wish to complain, but you want to raise an issue or a suggestion with us, you’re welcome to contact us by telephone on 1300 365 930 or by email at firstname.lastname@example.org
One of our client services team will review the situation and if possible, resolve it straight away. A quick call is all that’s required to resolve most issues. However, if the matter isn’t resolved to your satisfaction, please write to our Client Services Manager (either by email or by post) at one of the addresses set out in Part 6 below. Include the details of your complaint and any supporting documentation.
If you are an investor in the DomaCom Fund and you raise an issue with us which relates to your investment in the DomaCom Fund and we do not resolve it within one business day of receipt, we will forward it to the Responsible Entity of the DomaCom Fund who will address it in accordance with their own complaints process. More information about the Responsible Entity’s process is set out here: http://www.perpetual.com.au/making-a-complaint.aspx
In all other cases, DomaCom will acknowledge your complaint in writing within five (5) business days of receipt and will endeavour to resolve the complaint within forty five (45) days.
If your complaint is made in writing you will receive a response in writing advising you of the reasons for the outcome, and explaining what further action is open to you if you are dissatisfied with the response.
3. What happens next
We’ll acknowledge your complaint within five business days from when we receive it.
We’ll aim to resolve your complaint as quickly as possible, if not immediately. While most matters can be resolved quickly, more complex issues may take longer. By law, we are required to respond and finalise your complaint within a maximum of 45 days.
We’ll let you know the outcome and reasoning in relation to your complaint as soon as possible.
For more complex matters, we will keep you informed of the progress and let you know when you can reasonably expect a response.
4. We keep records about your complaints
We will record all formal complaints in a “Complaint register” and all disputes in a “Dispute register”.
We will make every endeavour to advise you of the outcome of your dispute within 5 business days of being notified of the dispute.
5. Dispute Resolution Process
Should any dispute between us remain unresolved after forty five days, you are entitled in accordance with section 912A(2)(b) and 1017G(2)(b) of the Corporations Act to access the appropriate External Dispute Resolution Scheme.
The financial services regulator, the Australian Securities and Investments Commission (ASIC), issue Australian Financial Services Licenses (AFSL) to providers of financial services. One of the conditions of an AFSL is that the license holder must be a member of an approved External Dispute Resolution (EDR) scheme if they are dealing with retail clients. DomaCom holds an AFSL (444365) and FOS is an approved EDR scheme. DomaCom has nominated FOS as its EDR scheme (DomaCom’s FOS membership number is 33299).
FOS is an external dispute resolution (EDR) scheme that was established to provide free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry, including insurance, life insurance, pooled superannuation trusts, funds management, financial advice, stock broking, investment advice, banking and sales of financial or investment products. There is no charge to consumers for any service provided by FOS in handling complaints. FOS is a national service.
The FOS process aims, in the first instance, to resolve complaints by mutual agreement between the parties. If this is not possible, the matter can be referred to the Panel or the Adjudicator who, pursuant to the FOS Rules, has the ability to make a formal determination which is binding on DomaCom.
6. Contact details
Written complaints should be sent to:
- Writing to us:
- via email: email@example.com; or
- via mail: Complaints
DomaCom Australia Limited,
GPO Box 1866,
Melbourne VIC 3001
- or phoning us on 1300 365 930
We appreciate your taking the time to contact us to raise your issues over the phone and we’ll do our best to resolve them informally. You can call us during business hours (Melbourne time). You can also contact us about any queries you have using the contact form on our website: http://www.domacom.com.au/contact-us.html
A complaint is a written or verbal expression of dissatisfaction relating to our products or services
A dispute arises when a complaint remains unresolved and the client disputes the action, lack of action or time taken to address the complaint.
This policy relates to our collection and handling of personal information that is covered by the Privacy Act. It is not intended to cover categories of personal information that are not covered by the Privacy Act.
This privacy statement demonstrates our firm commitment to privacy and discloses our information gathering and dissemination practices for all the websites which we control (including www.domacom.com.au and the DomaCom Fund platform).
Other than when individual users (subscribers) specifically provide personally identifiable information to register for services we offer, or to receive further information, (for example by signing up to our mailing lists, registering as End Users of the DomaCom platform, or registering their interest in future or existing products and services), or when it is necessary for the purposes of providing services that we have agreed to provide to subscribers to our services (including persons who may be clients of subscribers to our services and are authorised by our subscribers to use the areas of our websites that require a login) our websites do not collect personally identifiable information about individuals.
We may also collect, hold, use and disclose personal information to comply with our legislative and regulatory compliance obligations. For example, we may collect, hold, use and disclose personal information to undertake identification and verification processes in accordance with the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth) or any other relevant laws. For certain subscribers, we may also be required to collect and disclose certain personal information to the Australian Taxation Office in order to comply with the Foreign Account Tax Compliance Act (FATCA).
Subject to the preceding paragraph, subscribers’ personally identifiable information will never be transferred to unaffiliated third parties without the prior approval of the subscribers. However, we may utilise third party service providers in the course of providing our services in which case some subscriber’s personally identifiable information may be provided to that third party (or those third parties) solely for this purposes relevant to the services that are provided, for example, storage of data on third party servers.
We use a third party service to assist us with managing communications relating to our client services functions (help desk) and for ensuring that all complaints or queries are appropriately allocated amongst our staff for action. If you communicate with us using any of the following email addresses:
and your email includes information that is personal information (for example, your first name, last name, phone number and email address), that information may be stored on servers managed by the third party service providers.
Personal information may be disclosed by DomaCom to related companies of DomaCom, affiliated companies of DomaCom or other third parties such as third party service providers to DomaCom that are located overseas. It is not reasonably practicable for DomaCom to list all of the countries in which such related companies, affiliated companies or other third parties may be located, however the geographic regions in which they are likely to be located include the United States of America, Southeast Asia, Europe and Japan. By including personal information in your emails sent to those addresses you consent to the transfer of your personal information outside Australia.
In order to properly manage our websites, we may log certain statistics about the users of the sites, for example the users’ domains and browser types. None of this information specifically identifies an individual and it is used solely to ensure that our websites present the best possible navigational experience for visitors.
We reserve the right to perform statistical analyses of user behaviour and characteristics in order to measure interest in and use of the various areas of our websites and online services. We may inform advertisers of such information as well as the number of users that have been exposed to or clicked on their advertising banners or property listings. We will provide aggregated data only from any such analysis to third parties, no information that can identify any users of the website or other online service will be passed on.
Depending on the purpose for which we have collected personal information (for example, registration for a DomaCom event, participation in a book build or a request for particular information or material), we may store some of the information electronically. Some or all of this personal information may be available to partners and to our authorised staff for use in accordance with thispolicy. We will endeavour to take all reasonable steps to keep secure any information which we hold about you, whether electronically or in hard-copy, and to keep this information accurate and up to date. We also require our employees and data processors to respect the confidentiality of any personal information that we hold. DomaCom aims to achieve industry best practice in the security of personal information which it holds. It is our policy to destroy personal information once there is no longer a legal or business need for us to retain it.
We reserve the right to change this policy at any time. This statement and the policies outlined herein are not intended to and do not create any contractual or other legal rights in or on behalf of any party.
If you have any questions about this privacy statement, the practices of this site or any other online website or platform that we offer or control, or your dealings with them please contact us by email at firstname.lastname@example.org or by post, marked attention: Privacy Officer.
This policy was last updated on 26 March 2015.