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the member is already in the product and intra fund advisers cannot provide advice to switch from other products so advice cannot be conflicted. It is just a service provided to the member and a simple one at that. You could argue that they should be charging per phone call to our call centre or an hourly rate for any queries answered or correspondence sent however it is paid by general 'administration fee' just like intra fund advice to save the hassle of having to charge every member individually. Imagine the size of the accounts department if industry funds charged a fee for every phone call to a fund!