FINANCIAL SERVICES GUIDE

21 November 2008  

This document is a Financial Services Guide (FSG) issued by eBay International AG (eBay AG), authorised representative number 308318 and eBay CS Vancouver Inc. (eBay Vancouver) authorised representative number 396597 acting as authorised representatives of PayPal Australia Pty Limited (PayPal) ABN 93 111 195 389, Australian Financial Services Licence (AFSL) Number 304962.

eBay AG also acts as the authorised representative of Marsh Pty Limited (ACN 004 651 512) (Marsh), AFSL Number 238983. 

In this FSG, when the terms We, Our, Us or eBay are used, it means either or both of eBay AG and eBay Vancouver, as the context requires.

This FSG sets out information designed to assist you in deciding whether to use any of the financial services which may be provided by:

• eBay AG and eBay Vancouver as PayPal's authorised representatives in relation to the PayPal service; or
• eBay AG as Marsh's authorised representative in relation to the eBay Vehicle Purchase Protection program.

This FSG contains information about:

• who We are and how We can be contacted;
• what services eBay AG and eBay Vancouver can provide as PayPal's authorised representatives;
• what services eBay AG can provide as Marsh's authorised representative;
• the financial products to which those services relate;
• the remuneration, commission or other benefits (if any) paid to Us and other persons in connection with the provision of the financial services described in this FSG;
• details of any associations which might reasonably be expected to be capable of influencing the service We give; and
• details of dispute resolution procedures and how you can access them.  

Key information is set out in the answers to the questions below.  This FSG contains only general information on the financial services We offer.  If you have any questions or require more information, please contact Us directly.

The distribution of this FSG by eBay AG and eBay Vancouver has been authorised by PayPal and Marsh.

Other relevant documents

eBay AG's legal relationship with the users of the Australian eBay website is governed by the eBay User Agreement (incorporating eBay's policies) which is available online at http://www.ebay.com.au.

PayPal's legal relationship with its customers is governed by the PayPal User Agreement (incorporating PayPal's policies) which is available online on PayPal's website at http://www.paypal.com.au. PayPal has issued a Product Disclosure Statement (PDS) which contains information you require to make an informed choice about whether or not to register for and use the PayPal service.

For more information in relation to the eBay Vehicle Purchase Protection program please refer to the terms and conditions and full policy wording available at http://www.ebay.com.au or please contact Marsh on 1300 790 725 or email vppclaims.australia@marsh.com

eBay AG and eBay Vancouver

eBay AG and eBay Vancouver have been appointed by PayPal as authorised representatives for the purposes of providing the financial services described in section 2 below in respect of the PayPal service.  eBay Vancouver provides customer service support to users of the Australian eBay website. You can contact Us as set out below.

Email

Depending on the nature of your question, Our customer support staff can respond to most emails within 24 hours. Others may take a little longer and your patience is appreciated. Email us

Live Help

Available 24/7, this is the fastest way to get help on eBay. Type in your query and receive an answer in minutes. Learn more about Live Help

Fax

To have an eBay account reinstated (and for other general enquiries) send a fax. It may take up to three days for Us to respond.
Fax to: (02) 9475 0517

Mail

You can send a letter the old fashioned way, but it may take up to 10 days for Us to receive it and respond. Unfortunately, We cannot accept parcels, registered mail or express post.
Send to: Locked Bag 10, Australia Sq PO, Sydney NSW 1215.

Power Seller Support

If you're a PowerSeller, priority phone support is available at the following times:

• Monday to Friday: 9am to 9pm AEST
• Saturday & Sunday: 9am to 5pm AEST

PayPal – the PayPal service

PayPal offers the PayPal service by which a person can make non-cash payments for online purchases.  PayPal is licensed by the Australian Prudential Regulation Authority (APRA) as an authorised deposit-taking institution authorised to provide purchased payment facilities.  PayPal is not licensed as a bank in Australia and does not provide banking services.

PayPal's contact details are as follows:

Post:    Locked Bag 10
Australia Square PO
Sydney
NSW 1215

Phone: (02) 8223 9500

Fax:      (02) 8288 0001

Email:   service@paypal.com.au

Marsh – the eBay Vehicle Purchase Protection program

eBay AG has also been appointed as an authorised representative of Marsh regarding the eBay Vehicle Purchase Protection program for the purposes of providing the services described below in respect of an insurance policy which has been arranged by eBay AG with American Home Assurance Company Limited, the benefit of which extends to certain eligible purchasers of vehicles via http://www.ebay.com.au.

For more information on this arrangement please contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com.

PayPal Service

As PayPal's authorised representatives, eBay AG and eBay Vancouver are authorised to:

(a)      provide general financial product advice in respect of deposit and payment products limited to the PayPal service; and

            (b)     deal in a financial product by issuing, applying for, acquiring, varying or disposing of a financial product in  respect of deposit and payment products limited to the PayPal service.

In providing any such financial services in connection with the PayPal service eBay AG and eBay Vancouver act on behalf of PayPal only, and are not authorised to act on behalf of any eBay user or PayPal customer.

eBay Vehicle Purchase Protection program

eBay AG has been appointed as an authorised representative of Marsh in conducting the financial services which it may provide for the purposes of making the eBay Vehicle Purchase Protection program available to eBay's members, being:

• the provision of financial product advice for general insurance products; and

• dealing in general insurance products by issuing, applying for, acquiring, varying or disposing of general insurance products and applying for, acquiring, varying or disposing of general insurance products on behalf of another person.

Neither eBay AG nor eBay Vancouver receives or pays any remuneration, commissions or other benefits in respect of, or that are attributable to, the provision of any of the authorised services.

PayPal, eBay AG and eBay Vancouver are companies within the eBay Inc. group of companies.

PayPal service

PayPal is committed to dealing with customer complaints fairly and resolving issues in a timely manner in accordance with its procedures for the handling of complaints.

Complaints relating to the PayPal service will be dealt with primarily by PayPal's Customer Service Centre in Omaha, Nebraska, USA. You can report complaints about the PayPal service by:

• Email: You can submit a complaint by email directly from PayPal's website by clicking the "Contact Us" link in the footer at the bottom of every PayPal page, or click the "Help" link on the upper right corner of every PayPal page.
• Telephone: For Personal Accounts, you can call 02 8223 9500 and for a Business Account or a Premier Account, call 1800 073 263.  This will connect you through to the main PayPal Customer Support Centre in Omaha, Nebraska, USA.  Hours of operation for Australian users are Monday to Saturday from 6:00 am - 10:00 pm AEST.
• Mail: You can submit complaints by mailing them to PayPal at Locked Bag 10, Australia Square Post Office, Sydney New South Wales 1215.

For more information about how to submit a complaint and how PayPal deals with complaints, please refer to PayPal's PDS or User Agreement. 

PayPal is a member of the Financial Ombudsman Service, an independent external dispute resolution scheme covering PayPal's Australian Customers.  For more information on the Banking and Financial Services Ombudsman you can consult their website at www.fos.org.au.

PayPal is an authorised deposit-taking institution that is regulated by APRA to provide purchased payment facilities.  As PayPal is regulated by APRA, PayPal and its authorised representatives eBay AG and eBay Vancouver, are exempt from the requirement to hold professional indemnity insurance cover and to have compensation arrangements in place.

eBay Vehicle Purchase Protection program

In the case of a complaint or claim under the Vehicle Purchase Protection program eBay AG suggests the following:

• Try to work things out with the seller. You can email the seller or if you do not have your seller's contact information go to eBay Help Finding eBay Members page and fill in the requested fields appropriately. Contacting the seller often leads to a resolution of the issue as most eBay Motors sellers address buyers' complaints quickly and fairly.
• Go to the Security and Resolution Centre to report a problem and follow the "Item Not Received or Significantly Not as Described process". This will log the problem and facilitate buyer and seller communication and resolution.
• If you cannot resolve the issue with the seller then you may be eligible to make a claim under the Vehicle Purchase Protection program. Prior to claim lodgement, please note you must have made every attempt to resolve your issue with the seller beforehand and also utilised the Security and Resolution Centre for assistance before your claim can be lodged. Claims cannot be lodged within the first 14 days from the date the listing ended. For more information contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com

The Australian Securities & Investment Commission also has a free Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights.