Citro Account and Citro Card

Financial services guide

February 2025
‍Issued by Hay  Limited ABN 34 629 037 403
Australian  Financial Services Licence No. 515459 

1. About this Guide

This Financial Services Guide (FSG) is prepared by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No.515459 (Hay). Under its Australian Financial Services Licence, Hay is authorised to provide financial services including issuing non-cash payment facilities such as the AMP Citro Card (Card) and Account (Account).

This FSG is distributed by Citrus Innovations Pty Ltd ABN 25 667 285 654 Corporate Authorised Representative No. 001305395 (Citro), who has been authorised by Hay to deal in the AMP Citro Card and Account, in order to arrange, market, promote, and distribute the AMP Citro Card and Account.

Citro is a subsidiary of AMP Limited and has partnered with AMP under a licensing agreement to feature AMP's branding on the Card, Account, and related materials linked to the AMP Citro Rewards program.

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

Hay is the issuer of the AMP Citro Card and Account whereby the customer can make payments wherever Visa debit cards are accepted, subject to any applicable terms and conditions. The Card is linked to the Account, a digital account (which is not a bank account).

Card transactions can be performed by the customer using the AMP Citro App (or website) and/or the Card locally and/or overseas. To make purchases and receive AMP Citro Rewards benefits you need to fund your Account. The way this works is you link your Account to another Australian Financial Services account. This account will now be the source of funds at the time you use your Account for any Card transaction.

You can earn cashback rewards at participating merchants and these cashback amounts are credited to your virtual Account that Hay will open in your name. You can utilise the monies in the Account for ATM withdrawals, other purchase transactions via your Card, or, where enabled, to allow Hay to initiate a BPAY payment instruction to transfer monies to your superfund account based on your instructions.

Citro administers the AMP Citro Rewards program which the Card and Account are linked to.

Hay is required to hold customer funds with an approved Authorised Deposit-Taking Institution (ADI) in a separate, designated account.

It is important for you to know that Hay is not a bank, and our non-cash payment product is not protected under the Australian Government’s Financial Claims Scheme.

2. Important Information

This FSG is designed to assist you in making an informed decision about whether to use our financial services. It contains important information about:

  • The financial services Hay and Citro provide and the documents you may receive from them;
  • Fees and other benefits Hay and Citro may receive for providing each of their financial services to you; and
  • How you can make a complaint to Hay and Citro and how they will deal with your complaint.

3. After Reading This FSG, You Will Know:

  1. Who Hay and Citro are and how to contact them;
  2. What financial services can be provided to you and how these services will be provided to you;
  3. How Hay (and any other relevant persons) may be remunerated;
  4. Whether any relevant associations or relationships exist that may influence the general advice provided by Hay;
  5. How Hay and Citro maintain your personal information; and
  6. How to access Hay and Citro's 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, objectives, financial situation, or whether our services are suitable for you. If you need more information than is contained in this document, please contact us.

4. Documents You Might Receive

You will receive this FSG at the time either Hay or Citro first thinks that either of them may provide you with a financial service.

You will also be provided with the Product Disclosure Statement (PDS) before you sign up for the AMP Citro Card and Account. The PDS will provide you with information about the product, its features, benefits, risks, costs, and other relevant information, available at www.ampcitro.com.au/pds.

The use of the AMP Citro Card and Account is governed by Terms and Conditions, which are available at www.ampcitro.com.au/terms, and the Privacy Policy, which is available at www.ampcitro.com.au/privacy-policy.

You should read the PDS, Terms and Conditions, and Privacy Policy before you decide to obtain the AMP Citro Card and Account.

5. About the Issuer: Hay Limited

Hay is a holder of an Australian Financial Services Licence (AFSL) No. 515459. Under its AFSL, Hay is authorised to issue and provide general advice in relation to non-cash payment products.

Hay can be contacted by email at: support@hay.co

6. About the Authorised Distributor: Citro

Hay has authorised Citrus Innovations Pty Ltd, ABN 25 667 285 654 (Citro), to act on its behalf to provide certain financial services in respect of the AMP Citro Card and Account, which is a financial product issued under the Hay AFSL.

As an authorised representative of Hay, Citro can:

  1. Deal in by arranging for you to acquire the AMP Citro Card and Account; and
  2. Provide general financial product advice in relation to the AMP Citro Card and Account (including publishing or issuing certain promotional material in relation to the AMP Citro Card and Account).

Citro can be contacted at: Citrus Innovations Pty Ltd Level 24, 50 Bridge Street, Sydney NSW 2000
Email: support@ampcitro.com.au

7. Can I Provide Citro with Instructions?

You may provide Citro with specific instructions by letter, email, or other means, such as the AMP Citro Website or AMP Citro App.

Contact Citro via:

8. Fees, Commissions, and Benefits

All fees relevant to the Card and Account are set out in the PDS, available at www.ampcitro.com.au/pds.

9. Associations and Relationships

Hay and Citro are not related companies and have no association or relationship with one another other than for the purpose of issuing and distributing the financial services set out in this FSG.

10. Complaints and Feedback

If you have a query or complaint relating to the AMP Citro Card and Account, contact Citro at:

If unresolved, you can escalate your complaint to Hay via complaints@hellohay.co.

If necessary, you may refer the complaint to AFCA at:

11. Compensation Arrangements

Hay holds professional indemnity insurance covering the financial services Hay and Citro are authorised to provide, satisfying section 912B of the Corporations Act 2001 (Cth).