Fair Go Finance

Tone of Voice

Down-to-earth

accessible, casual, understated, good-natured, collaborative, genuine

We understand that finance can be overwhelming. That's why we keep it simple – no jargon, no cliches and never condescending. And because we want everyone to feel welcome at Fair Go Finance, we talk like real people, person to person.

We do all this by using short sentences, minimal punctuation and contractions. We choose straightforward language and occasionally start sentences with conjunctions. We don’t use sentence fragments to sound ‘punchy’.

This looks like:

• Short sentences: Sentences should comprise fewer than 30 words on average.

• Minimal punctuation: Avoid Oxford commas, semicolons and ellipses.

• Contractions: Use natural contractions, such as let’s, there’s, it’s etc.

• Straightforward language: Use the simplest word to convey meaning. For example, while instead of whilst, among instead of amongst, quick instead of swiftly.

• Start sentences with conjunctions: These include but, and, so etc.

• No ‘punchy’ sentence fragments: Use full sentences, not single word sentences like Fast. Personalised. Finance.

Guiding

fair, inclusive, compassionate, non-judgemental, helpful, empowering, trustworthy

Helpful, fair and empowering, we’re our customers’ friendly guide through the ups and downs of life. We know our stuff, and they can trust us to answer their questions with compassion and without judgement. We’re here to lend a hand – never overfamiliar but always in their corner.

 We show this this by avoiding ‘salesy’ or overly informal language, emphatic punctuation and inappropriate colloquialisms. We never make promises we can’t keep, and we always put the power in our customers’ hands.

 This looks like:

• ‘Salesy’ language: For example, This is a limited-time offer that you can't afford to miss! Let the benefits of the product and service speak for themselves.

• Overly informal language: We don’t use slang, informal adjectives or incorrect spelling or grammar. For example, Grab this sweet deal now! It's totally awesome, and you won't wanna miss it.

• Emphatic punctuation: Avoid exclamation marks, ellipses and too many question marks.

• Inappropriate colloquialisms: Avoid excessive Australianisms and phrases like Let's crunch the numbers. An exception is referring to friends as mates.

• No false promises: Never use absolute claims that can’t be guaranteed. For example a debt-free life is just a loan away!

Pioneering

trailblazing, leading, innovative, driven, fresh, inspiring

Beneath our down-to-earth exterior is a vibrant, pioneering spirit. It’s one that makes us natural leaders in the industry, constantly innovating to make sure we’re doing what’s best for our customers. We’re more likely to build a new path than follow an old one, and we do it all with a contagious enthusiasm.

We get people on board with a tone that’s confidently optimistic, even when we’re tackling complex topics. We're not afraid to introduce new terms or concepts, as long as they help our customers’ understanding.