Financial Services Guide

Financial Services Guide The Motley Fool Australia Pty Limited ACN 146 988 052
AFSL No. 400691

Date: 21 February 2024

What is a Financial Services Guide?

This Financial Services Guide (FSG) is an important document. You should read it carefully and make sure you understand it.

This FSG is designed to help you decide whether to use any of the services provided by us and is issued by The Motley Fool Australia Pty Limited ACN 146 988 052 (referred to as Motley Fool Australiaweus or our).

This FSG includes information about:

  • Motley Fool Australia and how we can be contacted;
  • the financial services we are authorised under our Australian financial services licence to provide;
  • who are our authorised representatives; 
  • how we are paid;
  • any relevant relationships or associations;
  • how we deal with complaints that you may have about our services;
  • information about internal and external dispute resolution systems and how you can access them; and
  • the compensation arrangements that we have in place.

Who is Motley Fool Australia?

Motley Fool Australia provides investing information and commentary focusing on financial markets and solutions for an Australian audience. Our aim is to provide financial solutions for investors of every kind in the hopes of helping people taking control of their financial lives. Investment information and commentary is provided in a number of ways, including:

  • articles, audio recordings and videos on the Motley Fool Australia website;
  • subscription-based services;
  • online discussion forums;
  • occasional special reports;
  • private email communications; and
  • periodic online chats and the occasional live member even hosted by Motley Fool Australia

Motley Fool Australia is a wholly owned subsidiary of The Motley Fool Global Ltd which is wholly-owned by The Motley Fool LLC (MF LLC). Since 1994, MF LCC has provided similar services to US based investors.

The financial services we are authorised to provide:

Motley Fool Australia is authorised under its Australian financial services licence (AFSL No. 400691) to provide general financial product advice as well as to deal in financial products to retail and wholesale clients.

We are authorised to provide general financial product advice in the following classes of financial products:

  • debentures, stocks or bonds issued or proposed to be issued by a government;
  • interest in a managed investment schemes including investor directed portfolio services;
  • securities; and
  • superannuation.

General advice only – investment warning

All of our commentary, statements of opinion and recommendations in relation to financial products, whether in our publications or otherwise, contain only general advice. That is, those statements of opinion and recommendations have been prepared without taking into account your personal objectives, financial situation or needs. You should always consider the appropriateness of any general advice in our publications, having regard to your individual and financial circumstances before you act on the general advice.

You should also consider any product disclosure statement (PDS), prospectus or other disclosure document relevant to any financial product referred to in any Motley Fool Australia content before making any decision about whether to acquire any such product. To obtain such documents you would need to contact the issuer of the relevant financial product or a distributor of the product.

Except for this FSG, you will not receive any other documents from Motley Fool Australia. Motley Fool Australia will not provide Statements of Advice, as it does not give personal financial product advice.

How are any fees, commissions or other benefits calculated?

 Free Online publications

We publish articles and videos  free of charge on our website, fool.com.au.    They may also be available on the websites of third parties that have licensed our content.

E-Letter

Our regular e-letter, Take Stock, is available free of charge for those investors who have provided us with a valid email address.

Special Free Reports

On occasion, we may offer special free reports to individuals who click on one of our adverts and provide us with a valid email address.

Premium (Paid) Services

The prices listed below are subject to change. Membership fees are due in advance and unless otherwise specified in the product's terms of service, are non-refundable. Paid memberships automatically renew, until you notify Motley Fool Australia of your decision to terminate your subscription.

Motley Fool ETF Investor

Motley Fool ETF Investor is an online subscription-based service. This introductory membership provides members with ETF recommendations and regular updates delivered via email as well as access to a member-only website.

The member-only website includes features such as investing insights, special reports and audio and video content. The standard cost of a one-year membership is $39, payable at the time of subscription and may be purchased here. The membership fee may change from time to time due to promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool ETF Investor will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Share Advisor

Motley Fool Share Advisor is an online subscription-based service. The membership provides members with monthly share recommendations and regular updates delivered via email as well as access to a member-only website. The member-only website includes features such as discussion forums, special reports and audio and video content. The standard cost of a one-year membership is $299, payable at the time of subscription and may be purchased here. The membership fee may change from time to time due to promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Share Advisor will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Hidden Gems

Motley Fool Hidden Gems is an online subscription-based service that provides members with buy or sell trade alerts via email. The membership also provides members with a monthly Best Buys Now report and monthly updated delivered via email and access to a subscriber-only website.

Motley Fool Hidden Gems provides recommendations of listed companies at the smaller end of the market, typically below a market capitalisation threshold of $500 million. The member-only website includes features such as discussion forums, special reports and audio and video content. The standard cost of a one-year subscription is $999, payable at the time of subscription and may be purchased here. The membership fee may change from time to time due to promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Hidden Gems will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Dividend Investor

Motley Fool Dividend Investor is an online subscription-based service that focuses on income-yielding stocks across the ASX.The types of businesses considered have reasonable-to-high levels of liquidity and provide a minimum yield of at least 2%.

The membership provides members with monthly share recommendations, a monthly Best Buys Now report and monthly update delivered via email as well as access to a subscriber-only website. The member-only website includes features such as discussion forums special reports, and audio and video content. The standard cost of a one-year subscription is $199, payable at the time of subscription and may be purchased here. The membership fee may change from time to time due to promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Dividend Investor will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Extreme Opportunities

Motley Fool Extreme Opportunities is an online subscription-based service that focuses breaking classic investing rules and venturing into the next-generation world of disruption. This service is looking for first movers in emerging industries and as such our recommendations tend to be riskier and in the early stages of their evolution.

The membership provides members with monthly share recommendations, a monthly Best Buys Report and a monthly update delivered via email as well as access to a subscriber-only website. The member-only website includes features such as special reports, and audio and video content.

The standard cost of a one-year subscription is $399, payable at the time of subscribing. The subscription fee may change from time to time due to promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Extreme Opportunities will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Digital Explorers

Motley Fool Digital Explorers is an online subscription-based service that focuses on digital assets.

The membership provides members with monthly digital asset recommendations and monthly updates delivered via email as well as access to a member-only website that includes features such as special reports and video content.

The standard cost of a one-year membership is $2,499 payable at the time of subscribing. The membership fee may change from time to time as a result of promotional offers.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Digital Explorers will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Portfolio Services

Motley Fool Everlasting Income

Motley Fool Everlasting Income ("MFEI") is a subscription-based service that allow members to follow the trades and actions of a real-money portfolio exclusively owned by Motley Fool Australia.

MFEI  is an actively-managed portfolio seeking dividend-paying stocks. The investment strategy is 'income first' with capital gains a secondary consideration. 

MFEI also has a member-only website that includes discussion boards, multimedia content and special reports. Members receive email alerts, informing them of the Service's intentions before MFEI makes a trade on its own behalf as well as monthly portfolio updates also delivered via email.

A lifetime membership to this service (available for only a limited time) is $4,999 and this fee is non-refundable. There is a standard annual maintenance fee of $299 after the first year.

Annual and multiyear memberships to this service may be available. A "trial" 6-month membership may also be available. The standard cost of a one-year membership to the service is $2,499, payable at the time of subscription. Multiyear membership may be sold at a discount. The membership fee may change from time to time because of promotional offers. The service opens to new members intermittently and may not be readily available for purchase.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Everlasting Income will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool North Star Portfolio

Motley Fool North Star   is a subscription-based service that allows members to follow the trades and actions of a real-money portfolio owned by Motley Fool Australia. The portfolio will use the entire ASX as its hunting ground (long only, ETFs allowed). Size doesn't matter, although we will typically focus on businesses that offer high growth potential with most of our returns expected to come from capital gains (as opposed to dividends).

Members receive email alerts, informing them of the Service's intentions before Motley Fool North Star makes a trade on its own behalf as well as monthly portfolio updates also delivered via email. The service also has a subscriber-only website that includes discussion boards, multimedia content and special reports. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

Annual and multiyear memberships to this service may be available. A "trial" 6-month membership may also be available. The standard cost of a one-year membership to the Service is $1,499, payable at the time of subscription. This fee is not refundable. Multiyear memberships may be sold at a discount. The membership fee may change from time to time because of promotional offers. This service opens to new members intermittently and may not be readily available for purchase.

This service will renew as per the initial term. A two-year membership will renew for two years. A twelve-month membership will renew for twelve months. All memberships will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. We will email you about the length and price for your renewal before we charge you.

Motley Fool Odyssey Portfolio

Motley Fool Odyssey   is a subscription-based service that allows membership to follow the trades and actions of a real-money portfolio owned by Motley Fool Australia.

Members receive email alerts, informing them of the service's intentions before Motley Fool Odyssey makes a trade on its own behalf as well as monthly portfolio updates also delivered via email.

This service also has a member-only website that includes discussion boards, multimedia content and special reports. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

Annual and multiyear memberships to this service may be available. A "trial" 6-month memberships may also be available. The standard cost of a one-year membership to the Service is $1,499, payable at the time of subscription. This fee is not refundable. Multiyear memberships may be sold at a discount. The membership fee may change from time to time because of promotional offers. The service opens to new members intermittently and may not be readily available for purchase.

This product will renew as per the initial term. A two-year membership will renew for two years. A twelve-month membership will renew for twelve months. Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. We will email you about the length and price for your renewal before we charge you.

Motley Fool Stars and Stripes

Motley Fool Stars & Stripes (previously named Shooting Stars) is an investment advisory service that seeks to build a strong, long term focused portfolio from the highest quality companies listed on the NASDAQ and NYSE, when they're available at reasonable prices.

The investing philosophy of the service is first focused on finding high quality businesses – which we determine based upon our own set of quality criteria. We also seek to pay a 'reasonable price' by finding investments which we think a reasonably conservative set of assumptions can still reap a strong return.

Stars & Stripes has a member-only website. The service includes detailed write ups of each stock in the portfolio, reports and quarterly updates on the portfolio and companies contained therein. If a company is taken private or another unanticipated event takes place, the Stars & Stripes team may make additional updates.

This is a service which is focused on the long term, and accordingly its value is likely to be demonstrated through the economic and market cycles. While our service will be growth-oriented, our primary focus will be on quality and we won't chase growth for growth's sake, nor will we try to guess what the market might do next.

Although the goal is to hold investments for ten (10) years, the portfolio advisors reserve the right to make a sell recommendation. In that event, subscribers would be notified at least 1 market day before the portfolio would transact. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

Annual and multiyear memberships to this service may be available. A "trial" 6-month membership may also be available. The standard cost of a one-year membership to the Service is $2,999, payable at the time of subscription. This fee is not refundable. Multiyear memberships may be sold at a discount. The membership fee may change from time to time because of promotional offers. The service opens to new members intermittently and may not be readily available for purchase.

This product will renew as per the initial term. A two-year membership will renew for two years. A twelve-month membership will renew for twelve months. Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. We will email you about the length and price for your renewal before we charge you.

Motley Fool Ultimate Growth Portfolio

Motley Fool Ultimate Growth is an annual model portfolio service aimed at helping investors who are interested in small cap growth investing.

The service features a model real-money portfolio each year owned by Motley Fool Australia of small cap ASX shares, sourced from the Fool Australia team, that members can mirror in their own portfolio.

Ultimate Growth has a member-only website. The service includes detailed write ups of each stock in the portfolio, report(s) and monthly updates on the portfolio and companies contained therein. If a company is taken private or another unanticipated event takes place, the Ultimate Growth team may make additional updates.

Although the goal is to hold investments for a minimum five (5) years, the portfolio advisors reserve the right to make a sell recommendation. In that event, subscribers would be notified at least 1 market day before the portfolio would transact. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

Annual and multiyear memberships to this service may be available. A "trial" 6-month membership may also be available. The standard cost of a one-year membership to the Service is $2,499, payable at the time of subscription. This fee is not refundable. Multiyear memberships may be sold at a discount. The membership fee may change from time to time because of promotional offers. The Service opens to new members intermittently and may not be readily available for purchase.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Ultimate Growth will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Combination Services

Silver Pass

Silver Pass is a bundle that allow subscribers to access the Share Advisor, Dividend Investor, and Extreme Opportunities newsletter services.

Members of Silver Pass may from time to time join during promotions that offer special reports or other materials as incentives. These materials are limited to the members joining during that promotion and are not primary entitlements to Silver Pass.

The membership provides members with monthly share recommendations and regular updates delivered via email as well as access to the member-only website. The member-only website includes features such as discussion forums, special reports and audio and video content.

The standard cost of a one-year subscription is $599, payable at the time of subscribing. Multiyear subscriptions may be sold at a discount. These fees are NOT refundable. The subscription fee may change from time to time as a result of promotional offers.

Silver Pass will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Gold Pass

Gold Pass (Gold) is an online subscription-based service that allow subscribers to access the ETF InvestorShare Advisor, Dividend Investor, Hidden Gems and Extreme Opportunities newsletter services.

Members of Gold Pass may from time to time join during promotions that offer special reports or other materials as incentives. These materials are limited to the members joining during that promotion and are not primary entitlements to Gold Pass.

Members receive trade alerts, recommendations and reports via email. Members also receive regular updates and have access to a member-only website. The newsletter services may feature discussion boards, multimedia content and other information.

The standard cost of a one-year subscription is $1,999, payable at the time of subscribing. Multiyear subscriptions may be sold at a discount. The subscription fee may change from time to time as a result of promotional offers. The Service opens to new subscribers intermittently and may not be readily available for purchase.

Gold Pass will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Platinum

Motley Fool Platinum (Platinum) is an online subscription-based service that allows members to access all services published by The Motley Fool AustraliaIn addition, subscribers to Platinum will receive access to exclusive articles, a concierge to facilitate questions relating to membership and quarterly invitations to in person events across Australia, which will be streamed if in person attendance is not possible.

Members receive trade alerts, recommendations and reports via email. Members also receive regular updates and have access to a subscriber-only website. These premium services features discussion boards, multimedia content and other information.

The standard cost of a one-year membership is $9,999, payable at the time of subscribing. Multiyear memberships may be sold at a discount. The membership fee may change from time to time as a result of promotional offers. These fees are NOT refundable. The Service opens to new subscribers intermittently and may not be readily available for purchase.

Motlye Fool Platinum will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Active Services Closed to New Memberships

Motley Fool 5G SuperCycle

Motley Fool 5G Supercycle is an online subscription-based service that focuses on growth shares that allows members to follow the trades and actions of a real-money portfolio owned exclusively by Motley Fool Australia.  

5G Supercycle invests in companies in the U.S. and Australia which are set to benefit from the innovation ushered in by the multi-year transition towards 5G, the fifth-generation mobile telecommunications standard. 

The primary focus will be on companies that are either built on top of the core 5G network, or have a portfolio of intangible assets that enable or facilitate massive adoption of 5G technology.

Members receive email alerts, informing them of the Service's intentions before Motley Fool 5G Supercycle makes a trade on its own behalf as well as monthly updates also delivered via email. The Service also has a member-only website that includes discussion boards, multimedia content and special reports.

The standard cost of a one-year membership is $1,999, payable at the time of subscription. The membership fee may change from time to time as a result of promotional efforts. Please note this service is closed to new memberships.

Your membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool 5G Supercycle will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Pro

Motley Fool Pro is a subscription-based service that allow subscribers to follow the trades and actions of a real-money portfolio owned by Motley Fool Australia. The portfolio will use the entire ASX as its hunting ground (long only, ETFs allowed). Size doesn't matter, although we will typically focus on businesses that offer high growth potential with most of our returns expected to come from capital gains (as opposed to dividends). 

Average traded volume will tend to be a minimum $50k per day. The portfolio will have 'focused diversification', which means we will tend to have a high degree of concentration in our highest-conviction recommendations.

Members receive email alerts, informing them of the Service's intentions before Motley Fool Pro makes a trade on its own behalf as well as monthly portfolio updates also delivered via email. The Service also has a subscriber-only website that includes discussion boards, multimedia content and special reports.

The standard cost of a one-year membership is $3,999, payable at the time of subscription. Please note this service is closed to new memberships.

Pro membership will automatically renew at the then-current rate, until you notify us of your decision to terminate your membership. Motley Fool Pro will renew for one-year terms, regardless of the offer under which that subscription started. We will email you about the length and price for your renewal before we charge you.

Motley Fool Maximum Upside

Motley Fool Maximum Upside is an online subscription-based service. The membership provides members with monthly share recommendations and monthly Best Buys Now reports updates delivered via email as well as access to a member-only website.

The member-only website includes features such as discussion forums, special reports and audio and video content. The standard cost of a one-year membership is $1,999, payable at the time of subscription and may be purchased here.  Please note this service is now closed to new memberships.  

Motley Fool Cloud Disruptors

Motley Fool Cloud Disruptors is a subscription-based service aimed at helping investors who are interested in small-mid cap ASX and USD cloud based stocks. The service allow subscribers to follow the trades and actions of a real-money portfolio owned by Motley Fool Australia. Members receive email alerts, informing them of the Service's intentions before Motley Fool

Cloud Disruptors makes a trade on its own behalf as well as monthly updates, also delivered via email. The service has a member-only website that includes detailed write ups of each stock in the portfolio, monthly updates on the portfolio and companies contained therein and special reports. If a company is taken private or another unanticipated event takes place, the Cloud Disruptors team may make additional updates.

Please note this service is now closed to new memberships.

Motley Fool Microcaps

Motley Fool Microcaps is an annual model portfolio service aimed at helping investors who are interested in micro-cap growth investing.

The service features a model real-money portfolio each year owned exclusively by Motley Fool Australia of micro cap ASX shares, sourced from the Fool Australia team, that members can mirror in their own portfolio.

Microcaps has a member-only website. The product includes detailed write ups of each stock in the portfolio, report(s) and regular updates on the portfolio and companies contained therein. If a company is taken private or another unanticipated event takes place, the Microcaps team may make additional updates.

Although the goal is to hold investments for a three (3) to five (5) years, the portfolio advisors reserve the right to make a sell recommendation. In that event, subscribers would be notified at least 1 market day before the portfolio would transact. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

  Please note this service is now closed to new memberships.

Motley Fool Ultimate Innovation Portfolio

Motley Fool Ultimate Innovation is an annual model portfolio service aimed at helping investors who are interested in disruptive tech and innovation investing.

The service features a model real-money portfolio each year owned by Motley Fool Australia of disruptive tech and innovation ASX shares, sourced from the Fool Australia team, that members can mirror in their own portfolio.

Ultimate Innovation has a member-only website. The product includes detailed write ups of each stock in the portfolio, report(s) and regular updates on the portfolio and companies contained therein. If a company is taken private or another unanticipated event takes place, the Ultimate Innovation team may make additional updates.

Although the goal is to hold investments for a three (3) to five (5) years, the portfolio advisors reserve the right to make a sell recommendation. In that event, subscribers would be notified at least 1 market day before the portfolio would transact. Fool Australia is exclusively funding the portfolio and consequently, any realised gains or losses will belong to Fool Australia.

  Please note this service is now closed to new memberships.


Employee Remuneration

Motley Fool Australia does not receive any other fees, commissions or benefits for the services it provides.

Employees of Motley Fool Australia who prepare research and provide other advice are remunerated by salary. They may also be entitled to a bonus based on the financial performance of The Motley Fool group. Motley Fool Australia accepts submissions from freelance contributors who are paid a flat fee per article.

You may request particulars of the remuneration or other benefits received by Motley Fool Australia, any other member of The Motley Fool group, or their respective directors, employee or associates in relation to the provision of a financial service by Motley Fool Australia to you. Such a request must be made within a reasonable time after you have received a copy of this FSG and before any financial services identified in this FSG have been provided to you.

What relationships or associations do we have that might influence our advice?

Motley Fool Australia and its associated entities, and their respective directors, associates, connected parties and/or employees may from time to time deal in or otherwise have a financial interest in equities and other financial products referred to in its publications or other general financial advice it provides. Any individual who provides advice on behalf of Motley Fool Australia or contributes articles to our website must disclose if they have a financial interest or position in any share mentioned or discussed. Similarly, it will be disclosed to you if Motley Fool Australia has a beneficial interest or position in any share mentioned or discussed. You should review any disclosures made in particular publications as to interests Motley Fool Australia and its representatives may have in the financial products referred to in the publication.

Similarly, our parent company and other affiliates may have positions in the securities mentioned in our publications. Because we have no non-public knowledge of our parent and affiliates' holdings, such interests are not disclosed.

All employees of Motley Fool Australia including those who prepare research and other advice are subject to a code of conduct and rules for their personal trading activities. Our major trading rules are:

  • Employees cannot trade based on advance knowledge of information that will be published or broadcast by any member of The Motley Fool group;
  • Employees must hold any shares that they own for at least 10 full market days;
  • Employees cannot write about a company in the period of 2 full market business days before to 2 market business days after trading in the company's shares; and
  • Employees must first preclear their trades and then report their transactions to our compliance department within 24 hours of executing a transaction.

Freelance contributors must agree to similar disclosure and trading rules.

With respect to its real money portfolio services, Motley Fool Australia will wait at least one full market day after a trade alert has been issued to transact in the security.

Neither Motley Fool Australia, nor any other member of The Motley Fool group, has otherwise any associations or relationships with the issuers of any products that might reasonably be expected to be capable of influencing Motley Fool Australia in the advice it gives.

How we handle complaints

Motley Fool Australia is committed to fair and transparent dealings with its clients. We have established complaints handling procedures to ensure that all enquiries and complaints are properly considered and dealt with.

Internal complaints resolution process

In order to investigate a complaint effectively you should provide to us your contact details and any relevant documents and other information that may support your complaint and its resolution.

Written complaints should be sent to:
The Motley Fool Australia Pty, Ltd
PO Box 104
Isle Of Capri Qld 4217

Alternatively, you can email your complaint to [email protected]. If you would like to talk with us, please contact us on 03 8592 4841.

After we receive your complaint, we will acknowledge the receipt of your complaint by way of post, email or telephone and address your complaint promptly. If we determine that your complaint is justified, we will then decide what action should be taken in response. Possible steps include rectifying any mistake, providing you with additional information or documentation to enable you to understand what happened and how we have dealt with it or amending our policies, procedures or systems if a systemic or recurring problem has been identified.

The length of time we will take to resolve your complaint will depend on the nature and complexity of the issue you have raised, and the extent of the enquiries required to enable those issues to be addressed. We will endeavour to resolve the majority of complaints within 10 business days of receiving a complaint. For complaints that require further investigation or additional information from you or for any reason there is a delay in resolving the complaint, we will notify you within 10 business days of the date we receive the complaint and give you an indication of when we will resolve the complaint.

External complaints resolution process

External complaints may be submitted to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

If you feel that your complaint was not dealt with to your satisfaction, you can contact AFCA on their free call line at 1800 931 678.

Alternatively, you can lodge a dispute via email at [email protected] or submit your complaint to:

Australian Financial Complaints Authority (AFCA) GPO Box 3
Melbourne Vic 3001
Australia

Our compensation arrangements

We hold a professional indemnity insurance policy which provides insurance coverage, subject to its terms and conditions, for certain liabilities in connection with the professional services provided by our employees and contractors.

Your privacy

Motley Fool Australia is committed to protecting your personal information. For details on how we use and disclose your personal information, and how you can access and update it, please refer to our Privacy Policy, which is available on our website, www.fool.com.au. You may also obtain a copy of our Privacy Policy by contacting us at [email protected] or at the address set forth below.

How can we be contacted

You can contact us by:

  • telephone on 03 8592 4841
  • writing to us at:
    PO Box 104
    Isle Of Capri Qld 4217

or

For further information

If you would like to clarification of any of the matters discussed in this FSG, you can contact us using the contact details set out above.