Scope of Advice

Financial Services South Limited trading as Total Life (FSP1006608) holds a financial advice provider license issued by the FMA to provide financial advice services. Our advisers are engaged directly by Financial Services South Limited and provide financial advice on behalf of Total Life.

Total Life advisers provide financial advice on the following types of products:

  • General insurance
  • Life, trauma, and health insurance
  • KiwiSaver
  • Home and business loans
  • Investments in certain retail financial products

Some Total Life advisers provide financial advice on a wide range of financial products and some will provide advice on certain products only.

Commission, Fees, Conflicts

Product providers may pay Total Life a commission for any business that is written. This commission may be based on a percentage of the annual premium, value of mortgage, or value of contract.

This commission is paid to Total Life who has an agreement with the product provider to
distribute their financial products.

Total Life may on-pay the commission received to the relevant Total Life adviser whilst retaining a portion of the commission.

The amount of commission paid and whether there are ongoing commission payments will depend on the specific financial provider and type of financial product.

Total Life advisers are paid a combination of salary and commission and may receive bonuses depending on the amount and value of financial products they distribute.

Total Life advisers may receive subsidised professional development training from financial providers.

Total Life may receive payments from product suppliers and financial platform providers for the amount of business placed with them.

Total Life may receive funding from suppliers to market and contribute at periodic conferences.

Clients may pay fees for investment services provided by Total Life advisers. These fees will be received by Total Life from product suppliers or platform providers and may on-pay the fees received to the relevant Total Life adviser whilst retaining a portion of the fees.

Clients may also pay third-party fees as a result of recommended investments which may include fund manager fees, fund administration fees, performance fees and transactional fees. These fees will be disclosed to clients.

To ensure Total Life advisers prioritise the client’s interests above their own, Total Life advisers follow an advice process that ensures recommendations are made on the basis of the client’s goals and circumstances. All Total Life advisers are regulated by the FMA and are subject to a Total Life quality assurance process for compliance purposes.


If you are not satisfied with the financial advice service received by a Total Life adviser, you can make a complaint to:

Jo Mathieson

C/- PO Box 149

Invercargill 9810

E jo.mathieson@totallife.co.nz

P 03 2111460

When Total Life receives a complaint, they are obliged to consider it following the Total Life complaints process:

This includes:

  • Letting you know how they intend to resolve it the complaint. You may be contacted to obtain further information about your complaint.
  • Aiming to resolve complaints within 10 working days of receiving them. If that is not possible, Total Life will contact you within that time to let you know they need more time to consider your complaint.
  • Keeping a record of your complaint
  • Contacting you by phone or email to let you know whether Total Life can resolve your complaint and how they propose to do so. If your complaint cannot be resolved, or you aren’t satisfied with the way proposed to do so, you can contact their external and independent dispute resolution scheme. Total Life have nominated the Financial Dispute Resolution Service (FDRS) as their external dispute resolution scheme.

FDRS is approved by the Minister of Consumer Affairs to help consumers resolve complaints between financial service providers and their customers.  FDRS is independent from the financial industry and its services are free to consumers.

You can contact FDRS on:

Free telephone within NZ: 0800 337 337

Overseas: +64 4 910 9952

Email: enquiries@fdrs.org.nz

Website: www.fdrs.org.nz

Mail: Freepost 231075, PO Box 2272, Wellington, 6140

Our Duties

Under the Financial Markets Conduct Act, Total Life and Total Life advisers are bound to:

  • give priority to client’s interests
  • exercise care, diligence and skill
  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct
  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct.

Total Life and it’s advisers operate high standards of professionalism and are focused on the delivery of high quality advice to all clients.