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Deal Fairy

Complaints

Last updated 18 August 2026

This is our public complaints policy. It is free to use. You do not need to use the word “complaint”, and you do not need to write to us. If you tell us you are unhappy with Deal Fairy’s products, services, staff, or how we handled a previous complaint, and you reasonably expect us to respond or put it right, we treat that as a complaint.

Our internal process follows ASIC Regulatory Guide 271 (Internal dispute resolution). For Consumer Data Right complaints that is required of energy-sector accredited data recipients who are not retailers. The internal dispute resolution process explains the steps, timeframes, and written response in more detail.

How to complain

Email complaints@dealfairy.com.au and tell us what happened, when, and how we can help. Privacy and Consumer Data Right privacy: privacy@dealfairy.com.au. You can also complain through the app, this page, or a post on a Deal Fairy social account we control if we can tell who you are and how to reach you. We will not discuss your personal details in a public comment.

Someone else may complain for you (family, a friend, a lawyer, a financial counsellor, or a member of parliament) if they are authorised.

If you need extra help, say so. Interpreting: TIS National 131 450. National Relay Service: 133 677. Ask us for this policy in large print or another format. If delay would affect household essentials, or you are dealing with family violence or serious illness, tell us and we will treat your complaint as urgent.

What we will do

  1. We record every complaint. Time starts on the day we receive it.
  2. We aim to acknowledge it within 24 hours (or one business day), or as soon as practicable, using the method you used unless you ask otherwise. We will give you a reference number.
  3. We assess and investigate. We try to resolve the matter at the first contact where we can.
  4. We will send a written Internal Dispute Resolution response no later than 30 calendar days after we received your complaint. That letter will set out the outcome and, if we do not agree with you, our reasons and the facts we relied on.

If your complaint is particularly complex, or something outside our control delays us, we will write to you before those 30 days end, explain why, and tell you about independent review. That update does not stop you going to AFCA (once we are a member) or the OAIC.

If we resolve the complaint to your satisfaction, or all we can reasonably do is explain or apologise, by the end of the fifth business day, we may not send a full written decision unless you ask for one. We still record the complaint.

We may explain, apologise, correct records, stop collecting or using data, help you withdraw a CDR consent or delete redundant CDR data, make a goodwill or compensation payment, or change our process. Agreed outcomes are carried out promptly.

Independent review

If you are not satisfied with our response, or we do not respond in time, you can take a Consumer Data Right complaint to the Australian Financial Complaints Authority once Deal Fairy is an AFCA member. Energy-sector accredited data recipients who are not retailers must join AFCA. We will publish our membership number here when it is issued. AFCA is independent and free for consumers:

Privacy complaints, including CDR privacy: you can also contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992. You may use AFCA and the OAIC where both apply.

Complaints about an energy retailer

If your complaint is about a bill, a switch, supply, or a plan you took up, contact that retailer first. Deal Fairy is not your retailer and cannot change their contract or billing. If you are also unhappy with Deal Fairy (for example we sent the wrong details), tell us — we will handle our part.

If the retailer does not resolve it, you can go to the energy ombudsman in your state or territory (these services are free):

Other bodies

The Australian Competition and Consumer Commission handles concerns about misleading comparison services and consumer law. The Australian Energy Regulator oversees energy retail rules and Energy Made Easy.

Contact

Sati8 Pty Ltd (ABN 31 635 245 224) trading as Deal Fairy
New South Wales, Australia
complaints@dealfairy.com.au
privacy@dealfairy.com.au

Ask us for a free copy of this policy in hard copy or another accessible format.