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Zeller Financial Services Guide

Dated 22 November 2022


Product Disclosure Statement

Please click here to view the Zeller Debit Card Product Disclosure Statement.


Purpose and Contents of this Financial Services Guide

This Financial Services Guide (“FSG”) is prepared by Zeller Australia Pty Ltd ACN 649 001 383 (“Zeller”, "Our", "Us" or "We"). Zeller holds Australian Financial Services Licence (AFSL) No. 534281. Under this AFSL, we are authorised to provide financial services including issuing non-cash payment facilities such as the Zeller Debit Card (“Card”).  Please click here to view the Zeller Debit Card Product Disclosure Statement.

The Zeller Legacy MasterCard ("Legacy Card") is issued by EML Payment Solutions Limited ABN 30 131 436 532 ("EML") (AFSL No 404131).  Please click here to view the Zeller Legacy Mastercard® Product Disclosure Statement.

This FSG is an important document, which provides information about the financial services offered by Zeller and is designed to assist you in deciding whether to use the services offered in this FSG.


1. 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. Zeller provides no warranty as to the suitability, for any person, of the services outlined in this FSG.

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.


2. About EML

EML is an Australian Financial Services License, License No. 404131. EML arranges for the sale, issue and distribution of the Card.

EML can be contacted via:

          Phone: 1300 739 889 between 8:30am to 5.00pm Queensland time.

          Mail: Level 12, 333 Ann Street Brisbane QLD 4000




3. What kinds of financial products and services can Zeller provide?

Zeller is authorised under AFSL No. 534281 to provide general financial product advice to retail and wholesale clients in relation to deposit and payment products limited to basic deposit products and non-cash payment products, as well as provide dealing services in respect of non-cash payment products.

The Card is a facility for making non-cash payments (a reloadable prepaid Mastercard product)

This means that Zeller can:

  1. Issue of the Card to you;

  2. Provide general financial advice in relation to the Card; and

  3. Publish or issue certain promotional material in relation to the Card.


Zeller is not authorised to provide and 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 Zeller will not take your objectives, financial situation or needs into account whenever it gives general advice (in publishing or issuing promotional material) about the Card.

It is your responsibility to decide whether any general financial advice given by Zeller 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.


4. A Product Disclosure Statement will be provided to you

Before or at the time you are offered the Card, Zeller will also provide you with, or explain how to access, a Product Disclosure Statement ("PDS") for the Card. The PDS contains information about the costs, benefits, risks and other features of the recommended financial product. You should read this information to enable you to make an informed decision prior to acquiring the Card.


5. Can I provide Zeller with instructions?

You may provide Us specific instructions by letter, email or other means (as agreed with Us). 


6. Disclosure of any relevant conflicts of interest

EML and Zeller are not related entities. Zeller does not have any relationships or associations that might influence Us in providing you with Our services.


7. How are We paid for providing financial services?

In connection with the Legacy Card, Zeller does not receive fees from EML.

Details of all fees and charges payable by cardholders in respect of the Card are contained in the PDS for the Card.

Fees and Charges to be paid by the Cardholder (all fees quoted are inclusive of GST)

Fee Description

Fee Amount

Foreign exchange fee


Disputed transaction fee (per transaction)


Zeller directors and staff are remunerated by salary that includes superannuation benefits. Zeller’s staff may also be eligible for an annual bonus payment based on agreed performance levels. Employees of Zeller do not receive, whether directly or indirectly, any fee, commission, benefit or advantage (pecuniary or otherwise) in connection with the financial services provided.


8. Zeller’s record keeping obligations

Zeller will seek to ensure that comprehensive and accurate records of all services and products and client dealings are properly maintained.


9. How can you access Zeller’s complaints handling arrangements?

Zeller is a member of the Australian Financial Complaints Authority (“AFCA”). If you have a complaint regarding the provision of financial services to you, you should take the following action:

Contact  Us on 1800 935 537  during business hours and ask to speak to Our Customer Support Staff.


If, after speaking to Our Customer Support Staff, your complaint is not resolved within 21 days, please put your complaint in writing and send it to Us, addressed to:

     Zeller Complaints Officer

     Zeller Australia 

     PO Box 18238 Collins Street East, VIC 8003



Whilst every endeavour will be made to resolve the matter promptly and impartially, if you are not satisfied with how your complaint is dealt with, you can elect to refer the matter, free of charge, to AFCA. AFCA can be contacted at:

          Australian Financial Complaints Authority ABN 67 131 124 448

          Mail: GPO Box 3, Melbourne VIC 3001;
          Phone: 1800 931 678


Alternatively, other matters can be referred to the industry regulator, the Australian Securities and Investments Commission (ASIC) on free-call 1300 300 630 or visit the website


10. Professional Indemnity Insurance

Zeller is required by the Corporations Act to have in place compensation arrangements designed to compensate retail clients for losses they suffer as a result of a breach by  Us or Our representatives of their respective obligations relating to the provision of financial services to you.

Zeller maintains adequate professional indemnity insurance to cover the financial services provided by it and its Authorised Representatives. The policy maintained by  Zeller provides coverage (in the aggregate) of up to $5,000,000 to cover claims regarding professional indemnity, including misleading and deceptive conduct, intellectual property, defamation and fraud/dishonesty.


11. Privacy

Your privacy is important to Us and We are committed to compliance with the Privacy Act and the Australian Privacy Principles. We may disclose your personal information to external or related parties who act on Our behalf in the operation of Our business. Such external parties are required and committed to protecting your privacy. Zeller and its associates will not otherwise disclose your personal information without your consent, except as authorised or required by privacy laws. Our Privacy Policy sets out how you can access and correct information We hold about you, how you can complain about a breach by Us of your privacy rights and how your complaint will be handled.  Zeller’s privacy policy is available at Please contact Us if you have any concerns.


12. How does Zeller deal with the Anti-Money Laundering and Counter-Terrorism Financing Act?

Zeller has an obligation under the Anti-Money Laundering and Counter-Terrorism Financing Act ("AML/CTF Act") to verify your identity before We can provide you with any financial services. We will let you know what documentation you will need to present to satisfy the customer identification requirements under the AML/CTF Act.


13. Do we have adequate compliance systems?

Zeller remains up to date on industry compliance issues pursuant to Our Australian Financial Services Licence, which requires staff and any Authorised Representatives to undergo ongoing training in respect of Our responsibilities to you.