Financial Services Guide

What is an FSG?

The purpose of this FSG is to assist you in deciding whether to use the financial services provided by TWU Nominees Pty Ltd ('TWU Nominees') in relation to superannuation interests in TWUSUPER or any other superannuation fund.

This FSG provides information on:

• the services we offer employers, potential members and members,
• any remuneration or commission which we, our employees or anyone else may receive in relation to the financial services offered,
• any potential conflict of interest we may have in providing the financial services, and
• our internal and external dispute resolution procedures, should a member have a complaint, and how to access them.

What financial services does TWU Nominees provide?

TWU Nominees is a holder of an Australian Financial Services Licence ('AFSL'). Under its AFSL, TWU Nominees is licensed to provide the following financial services:

• to provide general financial product advice in respect of superannuation. This means that TWU Nominees and its representatives (where permitted by TWU Nominees) are authorised to provide general financial product advice to employers, potential members and members about superannuation, and
• to deal in superannuation products. This means that TWU Nominees and its representatives (where permitted by TWU Nominees) are authorised to issue, apply for, acquire, vary or dispose of interests in superannuation funds and, in particular, interests in TWUSUPER.

TWU Nominees is the trustee of TWUSUPER, a public offer superannuation fund. TWU Nominees acts in its capacity as trustee of TWUSUPER when it provides these financial services to employers, potential members and members. TWU Nominees holds professional indemnity insurance cover that satisfies the requirements for compensation arrangements as required by the Corporations Act 2001.
TWUSUPER permits employers to meet their superannuation contribution obligations contained in awards, other industrial agreements and superannuation guarantee requirements by contributing to TWUSUPER and allow members of the public to join and contribute to TWUSUPER for their retirement.

An account based income stream pension (in TransPension) is also available at the time you retire.

When must we give you further information?

In providing you with general financial product advice, we may also be required to provide you with a Product Disclosure Statement ('PDS'). This is because we are proposing that you become a member of TWUSUPER. We need to give you all the information you need to know about becoming a member of TWUSUPER, including the fees and charges that you will incur and the rights and obligations you have by becoming a member of TWUSUPER.

All this information is contained in the Product Disclosure Statement part of the Combined FSG and PDS.

Does TWU Nominees receive benefits for the financial services it provides?

When TWU Nominees and its employees provide you with general financial product advice, they do not receive any remuneration (such as commission) or other benefits for providing this advice to you.
All employees of TWU Nominees who provide general financial product advice to you receive a salary.

The amount of salary the employee may receive is not linked in any way to the financial services provided, or any decision made by an employer, potential member or member in respect of the financial services provided, such as any general financial product advice received.

For example, the employee who provides general financial product advice does not receive any benefit whether the decision is made to become a participating employer or member of TWUSUPER or to contribute more money to TWUSUPER.

TWUSUPER's external service providers may pay incentives to their staff for services provided to TWUSUPER members.

Advice may be received about TWUSUPER from, or interests in TWUSUPER may be sold to members by, financial advisers who are not engaged by us. These persons may receive remuneration or commission for the financial service they provide to employers or members. However, they are required to give a Financial Services Guide which must disclose the level of remuneration or commission they may receive.

TWU Nominees does not pay commission or pay other benefits to third parties for referring customers to us.

Except where TWUSUPER's external service providers pay incentives to some of their staff, no fee or commission is payable to TWU Nominees, its Directors, employees or third parties when an interest in TWUSUPER is issued (or when the interest is otherwise dealt with). The only benefit TWU Nominees receives for managing TWUSUPER is a fee equal to the directors' fees that it pays to its directors.

The costs and expenses of operating TWUSUPER are paid out of TWUSUPER itself. Details of the costs and expenses of operating TWUSUPER and how these costs and expenses are recouped, such as by way of fees debited to member accounts, are set out in the Product Disclosure Statement.

Does TWU Nominees have any associations or relationships with other entities or persons, which may influence the advice received?
TWU Nominees and its representatives do not have any associations or relationships with other entities or persons which may influence the financial services it provides.

All the services that TWU Nominees provides are provided in TWU Nominees' capacity as trustee of TWUSUPER and, accordingly, this will have some influence on the financial services we provide.

How can a complaint be made?

If there is a complaint about the services we provide, you should contact TWUSUPER's Complaints Officer by:

• calling 1800 222 071 and making the complaint verbally to the Complaints Officer, or
• putting the complaint in writing, writing "Notice of Complaint" on the envelope and addressing it to:

The Trustee prefers written complaints, marked as such, as it helps to better deal with the complaint. If you wish to make a verbal complaint, it must be made to the Complaints Officer on 1800 222 071.

By law, we are required to have in place arrangements to properly consider and deal with complaints within 90 days of receipt.
An address to which the response can be mailed should be included.
If the outcome is not satisfactory, or the matter cannot be resolved, the matter may be taken to a special government body called the Superannuation Complaints Tribunal ('SCT').

Any complaints must be lodged with the SCT within certain time limits. Further information about requirements and time limits can be obtained by calling the SCT on 1300 780 808.

Any queries about any of the issues raised above should be directed to the Customer Service Team on 1800 222 071.