Public Disclosure Statement

The actual fee charged to you will depend on the nature and scope of the advice or service we provide. We will discuss and agree on the actual fees with you before we proceed and explain how they are payable.

Generally, we do not charge you any fee for the advice and transactional solutions that we provide to you. This is possible because, on settlement of a mortgage, we usually receive commission from the applicable product provider as described under Commissions below. There are two exceptions to this general position, explained below.

We may charge you a one-off fee in the following situations:

• When we don't receive commission from the lender: If you request that we provide financial advice and we do not receive a commission from the lender, we may charge you a one-off fee. Any such fee would be agreed and authorised by you in writing before we complete the services and would be based on an estimate of the time spent providing the advice. This may arise in the rare event that you request services in relation to either a product offered by a lender we do not hold an accreditation with, or a product outside our usual arrangements with approved lenders.
• When we have to repay commission to the lender: In the event that, in the 28-month period following drawdown of your loan, your loan is fully or partially repaid or the terms are materially changed, and a lender requires that we repay the applicable commission to them, we may charge you a one-off fee. Any such fee would be no more than $3,000 (plus GST, if any) and would be calculated based on a rate of $250 (plus GST, if any) per hour of our time spent providing financial advice to you in connection with the applicable loan. The fee we charge you will not exceed the amount of commission we have to repay to the lender. You will be invoiced for any one-off fee and will be given 30 days to make payment.

Where other costs are incurred in the process of providing our advice and services to you, you will be liable for these costs. However, we will agree on all additional costs with you prior to incurring them.

We don't charge our clients fees, expenses, or anything else directly for the standard financial advice we provide in relation to mortgages arranged through our accredited lender panel.

For services in relation to loan products, commissions may be paid by the product provider as follows.

Mortgage revenue Zora Mortgages receives when we arrange a mortgage on behalf of a lender is generally received as a percentage of the loan amount, either paid initially when the loan starts or, in some cases, also as trail or ongoing payment to help service and update the loan over time.

Maximum commission rates are listed below:

Complex lending, or lenders who do not pay a commission as per the above, will incur a fee — generally no more than 1% of the loan amount — to be disclosed to you in writing.

We are paid a commission or a fee by lenders when a mortgage settles and, in some cases, on a per annum basis.

We ensure that we prioritise your interests by following an advice process that considers your circumstances and goals. We research suitable products and providers to ensure the advice meets your needs.

We also undergo annual training on how to manage any conflicts of interest and record any conflicts in a register that we review and manage.

Zora Mortgages is subject to compliance reviews to ensure we meet our obligations while doing right by our clients.

To ensure our advisers prioritise our clients' interests:

• We follow an advice process that ensures our recommendations are made appropriately, based on clients' goals and circumstances.
• All our advisers undergo annual training about how to manage conflicts of interest.
• We maintain registers of conflicts of interest and the gifts and incentives we receive. These registers are monitored regularly, and additional training is provided as required.
• We undertake periodic independent compliance assurance reviews.

We are bound by the duties of the Financial Markets Conduct Act (sections 431I, 431K, 431L, and 431M) to:

• Meet the standards of competence, knowledge, and skill set out in the Code of Conduct
• Give priority to clients' interests
• Exercise care, diligence, and skill
• Meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct

If you have a problem, concern, or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.

Complaints contact: info@zoramortgages.co.nz · 020 407 48057

We will reply to you within 24 hours.

Our internal complaints handling process is as follows:

• Acknowledge your complaint within 2 working days
• Inform you how we will address the complaint
• Gather any information that will help us resolve the complaint
• Aim to resolve the complaint within 5 working days

If we cannot resolve the complaint within this timeframe, we will update you regarding the next steps.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external dispute resolution scheme: Financial Services Complaints Limited (FSCL). This service will cost you nothing and will help resolve any complaints.

Financial Services Complaints Limited (FSCL)
Address: PO Box 5967, Wellington 6140
Phone: 0800 347 257
Email: complaints@fscl.org.nz