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Terms & Policies

Financial Services Guide

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 BAXE Account (Account) and BAXE Card (Card).

This FSG is distributed by BAXE which has been authorised by Hay (Corporate Authorised Representative number 001304467) 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 a reloadable Visa Debit card whereby users can load value onto the card to make payments wherever Visa cards are accepted (BAXE Card or Card).

The Card is linked to a digital account (which is not a bank account) which can be accessed via the BAXE App (BAXE Account or Account).

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.


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.


3. Documents you may receive
You will receive this document 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. You should read this information to enable you to make an informed decision prior to acquiring the Account and Card. The PDS is available at

The use of the BAXE Card and Account are governed by the Terms and Conditions which are available at and Hay’s Privacy Policy which is available at

You should read the PDS, Terms and Conditions and Privacy Policy before you decide to obtain our product(s).


4. 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.


If you need any more information than is contained in this document, please contact us. You have the right to ask us about our charges, the type of advice we will provide you, and what you can do if you have a complaint about our services.


5. About the Issuer Hay Limited
Hay is an Australian Financial Services Licensee, Licence No. 515459. Customers should contact BAXE directly for all account and service queries.


6. About the authorised Distributor BAXE
BAXE has integrated the Hay non-cash payment product into their broader service offerings. BAXE is authorised under an agreement with Hay to market, promote and distribute a non-cash payment product to customers. This means that BAXE can:

  1. Arrange for the issue of the BAXE Account and BAXE Card by Hay to you;
  2. Provide factual information in relation to the BAXE Account and BAXE Card;
  3. Publish or issue certain promotional material in relation to the BAXE Account and BAXE Card.

BAXE and its associated companies are not authorised to provide (and Hay itself does not provide) personal advice about financial products. Personal advice is advice when your objectives, financial situation or needs have been or would be expected to be considered. This means that BAXE will not take your objectives, financial situation or needs into account whenever it gives general information (in publishing or issuing promotional material) about the BAXE Account and BAXE Card.

FCG Financial Services Pty Ltd ABN 38 635 012 396 operates BAXE as a registered trademark and brand for this product.

It is your responsibility to decide whether any general information given by BAXE in its promotional material is suitable for you, or to get personal advice from a financial adviser who holds an Australian Financial Services licence or who is an Authorised Representative of an Australian Financial Services licence and who is authorised to provide personal advice.

BAXE will only provide factual information on the relevant non-cash payment products. BAXE cannot advise you on, or influence you in favour of, a financial product that is not a product that Hay is authorised to provide advice on.

Please be aware that Hay is not responsible where BAXE 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.


7. How you can provide instructions to BAXE
You may provide the BAXE Representative with specific instructions by letter, email or other means (as agreed with the BAXE Representative).

BAXE can be contacted via:
Mail: PO Box 10023 Adelaide Street, BRISBANE QLD 4000
Email[email protected]


8. Are there any fees, commissions, or other benefits received?
All fees relevant to the BAXE Card and Account are set out in the PDS for each product Hay issues, and that BAXE distributes, which can be found at



Hay Limited (Issuer)

BAXE (Distributor)




Other benefits



9. Associations and Relationships
Hay and BAXE 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 BAXE 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.


10. What should you do if you have a complaint?
If you have a complaint or dispute relating to the BAXE Account or BAXE Card, please follow the below procedure:


Step 1

Contact BAXE in the first instance by:

Mail: PO Box 10023 Adelaide Street, BRISBANE QLD 4000

Email: [email protected]


Please provide a full explanation of your complaint. BAXE will seek to resolve the complaint immediately, or by no later than 5 business days after receiving your complaint.


Step 2

If you are not happy with the outcome, you may request that Hay’s customer advocate review your complaint and Hay’s proposed resolutions. The customer advocate may contact you for more information. The customer advocate will contact you with their decision.


Step 3

If you are still not satisfied with the decision or BAXE do not respond to you within 30 days after you make the initial complaint, you can contact Hay’s external dispute resolution provider, Australian Financial Complaints Authority (AFCA). AFCA’s details are:

Australian Financial Complaints Authority


Email: [email protected]

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority, GPO, Box 3, Melbourne VIC 3001