Square Financial Services Guide

Effective: 14 August 2019

Who we are

This Financial Services Guide (FSG) is provided by Square AU Pty Limited ABN 38 167 106 176 which holds Australian Financial Services Licence number 513929 (AFSL).

Purpose of this FSG

This FSG is an important document designed to assist you in deciding whether to use the financial services we offer under our AFSL.
Importantly this FSG also covers:

  • how to contact us;
  • the services we are authorised to provide;
  • how we and our staff are paid for providing you with those services; and
  • our internal and external complaint resolution procedures and how you can access these.

This FSG contains only general information about the services we offer. You should read the Product Disclosure Statement (PDS) available on our website relevant to a particular service before you sign up to use the service.

You should read this FSG and the PDS as these will assist you in making an informed decision about whether to sign up to use the service.

How to contact us

Our contact details are as follows:

  • Email: Visit Square Support
  • Phone: 1800 760 137
  • Mail: Queen & Collins, Lv. 8, 376-390 Collins Street, Melbourne VIC 3000
  • Website: https://squareup.com/au/en

Financial services we are authorised to provide

We are authorised to:

  • issue, apply for, acquire, vary or dispose of;
  • on behalf of another person, apply for, acquire, vary or dispose of;
  • provide general financial product advice for
    non-cash payment products to retail and wholesale clients.

We are only authorised to provide general advice so you should be aware that any advice we may give you about our services does not take into account your objectives, financial situation or needs. You should read the disclosure documents for your selected service, including the Product Disclosure Statement, to decide on the appropriateness of our services in regard to your objectives, financial situation and needs before you decide whether to acquire our services.

How we and our staff are paid for providing financial services

If you acquire a financial service from us, we may receive remuneration in the form of fees in relation to that service. This remuneration may ultimately benefit other members of the Square group, shareholders and any directors or other associates of those companies and employees.
Our staff are remunerated by salary that includes superannuation benefits. The amount of the salary varies according to the staff member’s position. They may also be eligible for monetary and non-monetary awards or additional incentive payments, including bonuses and shares.
You may request information about the particulars of the remuneration or other benefits within a reasonable time after you receive this FSG and before we provide you with any financial services.


Square AU is part of the Square Inc. group of companies.

Professional Indemnity Insurance

We maintain professional indemnity insurance to cover the services we provide as required under our AFSL. The professional indemnity insurance will cover claims in relation to the conduct of representatives/employees who no longer work for us (but who did at the time of the relevant conduct).

If you have a complaint

We are committed to ensuring customer complaints are dealt with promptly, fairly and consistently in accordance with our Dispute Resolution Policy and relevant regulatory standards.

Internal dispute resolution
If you have a complaint about our services, please contact us and we will try to resolve it promptly:

  • Email: complaints-au@squareup.com
  • Phone: 1800 760 137
  • Mail: Queen & Collins, Lv. 8, 376-390 Collins Street, Melbourne VIC 3000

We aim to resolve your complaints as soon as possible and no later than within 30 days.
Where we cannot resolve a complaint within 30 days, we will give you the reason for the delay as well as an indication of when we can expect to resolve the complaint. We will also let you know that you can contact the Australian Financial Complaints Authority (AFCA) with your complaint and provide you with AFCA’s contact details.

External dispute resolution
If you are not satisfied with our resolution or handling of your complaint you may wish to contact AFCA. AFCA offers a free independent external dispute resolution services for consumer and small business complaints.
You can contact AFCA on:

  • Website: www.afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678 (free call)
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001