Effective date: 31 July 2026
The purpose of this Website Disclosure Information (WDI) is to provide you with information about us and the financial services we offer in relation to products, to assist you in making an informed decision about whether you want to use the services we offer. The WDI also contains important information about documents we may give you, remuneration and other benefits we receive and how this may influence our recommendations to you, our associations and relationships with product providers, your privacy, compensation arrangements and information about what to do if you have a complaint. Our WDI replaces the Financial Services Guide (FSG).
Our financial services
Our Australian Financial Services Licence (AFSL) authorises us to deal in and provide financial product advice in relation to the following product groups:
- Banking products, such as deposit accounts and payment facilities
- General insurance
- Government debentures, stocks or bonds
- Superannuation
- Life insurance
- Interests in managed investment schemes (including investor directed portfolio services)
If we provide financial advice to you, we will only provide factual information or general advice. Further, not all our staff are qualified to give you financial advice and some may only be authorised to advise on a limited range of financial products. If one of our staff can’t assist you, they will refer you to the right person.
Documents you may receive
If we recommend or arrange for the issue of an insurance product, we will provide you with a Product Disclosure Statement (PDS). The PDS contains information about the features, benefits, costs and risks associated with that product, to help you make an informed decision about the product and compare it with similar products.
Target Market Determinations for our products are available at newcastlepermanent.com.au/terms.
The Target Market Determinations for Allianz general insurance products are available by calling Allianz on 1300 493 824. The Allianz travel insurance Target Market Determination is available at www.allianz-partners.com/en_AU/policies-and-services.html.
Who is responsible for the financial services you receive
When we provide financial services relating to financial products issued by Newcastle Permanent, we act on our own behalf.
We may act as a distributor or agent on behalf of other product issuers and insurance companies through distribution or agency arrangements. Refer to ‘Our associations and relationships’ section below for further detail.
How staff are paid
In addition to their salary, our staff may also be eligible for an annual performance-based reward payment (reward payment) and other non cash benefits from time to time. Eligibility for a reward payment is based on a number of factors including business and customer service outcomes. All staff members are required to meet minimum risk and compliance standards and demonstrate adherence to NGM Group’s corporate values to participate in the variable reward program. The reward payment will generally not exceed more than 15% of the relevant employee’s salary. Our staff may also receive non cash performance benefits from us which may include business lunches or dinners, tickets to cultural or sporting events, corporate promotional merchandise, opportunities to attend business seminars either within Australia or overseas and other minor benefits.
Our associations and relationships
We are required to disclose any associations or relationships between us, our related entities and product issuers that could reasonably be capable of influencing the services provided to you.
Newcastle Permanent acts on behalf of other product issuers when we distribute the products listed below. This does not apply to financial planning services, which are available by referral only:
| Product | Product issuer |
|---|---|
| General insurance such as home and contents, landlord, motor vehicle, caravan and trailer | Allianz Australia Insurance Limited (Allianz) |
| Travel insurance | AWP Australia Pty Ltd trading as Allianz Global Assistance as agent for the insurer: Allianz |
|
Financial planning services (referral only) |
Bridges Financial Services Pty Ltd (Bridges) We have a referral arrangement with Bridges to provide financial planning services to customers. We do not act on behalf of Bridges. Bridges is solely responsible for any financial services provided to you. |
Our commissions/ fees
We may receive the below commissions or fees for distributing the products of other product issuers, or referring to other service providers.
| Product | Commission – Initial | Commission - Ongoing |
|---|---|---|
| General insurance - home and contents, landlord | 20% of the first year’s premium payment | 20% of any subsequent year’s premium payment |
| General insurance - motor vehicle, caravan and trailer | 10% of the first year’s premium payment | 10% of any subsequent year’s premium payment |
| Travel insurance | 14% of the premium payment | Not applicable |
| Financial planning services |
A referral fee of $1,363.63 plus GST for comprehensive advice A referral fee of $272.72 plus GST for single strategy advice |
Not applicable |
The above insurance commissions are excluding GST and calculated based on the base premium, excluding government taxes, charges and levies.
In addition to the above, Newcastle Permanent may also receive the following from Allianz:
- A marketing allowance of up to 2% of annual premiums, as a reimbursement of costs incurred by us for the marketing of insurance.
- Up to a 40% share of profits on general insurance sales, only where an agreed premium threshold is met in a year. The amount we may be entitled to receive is calculated based on factors such as premium amounts, claims and expenses.
- Funding towards business development and sales enablement initiatives and staffing expenses, relating to the promotion and sale of insurance.
Protecting your privacy
The privacy of your personal information is important to us. In general, we collect your personal information for the purpose of providing you with products and services and to allow us to administer our ongoing relationship.
If you would like further information about our privacy and information handling practices, a copy of our Privacy and Credit Reporting Policy is available on our website at newcastlepermanent.com.au/privacy-policy or by contacting us.
Giving us instructions
You can give us instructions by using the contact details set out at the end of this WDI.
You may give instructions to us in person, by telephone, in writing or electronically (for example, by email or via our website). However, for certain types of instructions, we may have particular requirements, such as a need for your signature.
Compensation arrangements
We hold professional indemnity insurance cover in place in respect of financial services we provide, satisfying our requirement under the Corporations Act 2001 (Cth).
Making a complaint
If you have a complaint, please tell us so we can do something about it. To register your complaint please refer to our contact details below. Our staff will either deal with the matter or refer it to an appropriate person who can answer your questions.
Newcastle Permanent aims to resolve complaints on the spot wherever we can or within 5 business days. If we can’t provide a resolution on first contact, we’ll acknowledge your complaint has been lodged, provide you with a reference number and details of how to contact us about your complaint.
If we need more time to resolve your complaint, we may need to refer your complaint to our Customer Relations team for further investigation. Our Customer Relations team will let you know they have received your complaint and investigate your complaint, in an objective and unbiased manner. During the assessment and investigation of your complaint a Customer Relations Specialist will keep you updated on the progress and work to find a fair solution.
If we are unable to resolve your complaint within 30 days, we will advise you of the reasons for the delay and the expected timeframe for an outcome to your complaint. We will continue to keep you updated on the progress of your complaint and provide you with contact details for the Australian Financial Complaints Authority (AFCA).
If you are not satisfied with our response, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
How to contact us
By phone: 13 19 87 (Mon - Fri from 8am - 6pm, Sat from 9am-2pm)
By mail: PO Box 5001, HRMC NSW 2310
By email: enquiries@newcastlepermanent.com.au
At a branch: To locate your nearest branch see newcastlepermanent.com.au/locate-us
Website: newcastlepermanent.com.au