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Internal dispute resolution

Last updated 18 August 2026

Download the public IDR policy (Word): Sati8 Deal Fairy Complaints Policy (public).docx.

This page is the public description of Deal Fairy’s internal dispute resolution (IDR) process. It follows ASIC Regulatory Guide 271 and the Consumer Data Right Rules for energy-sector accredited persons who are not retailers.

To make a complaint, use Complaints or email complaints@dealfairy.com.au. IDR is free. You do not have to use a form, and you do not have to use the word “complaint”.

What we treat as a complaint

An expression of dissatisfaction about Deal Fairy’s products, services, staff, or how we handled an earlier complaint, where you reasonably expect us to respond or put it right. That includes the app, this website, comparison and switching, privacy, and Consumer Data Right consent, collection, use, dashboard, withdrawal, or deletion.

If the problem is only your energy retailer’s bill, supply, or contract, we will help you find that retailer and the free energy ombudsman for your state. The part that is about Deal Fairy stays in this process.

How the process works

  1. We record it. Time starts on the day we receive the complaint, including weekends.
  2. We acknowledge it within 24 hours (or one business day), or as soon as practicable, and give you a reference number.
  3. We triage it. Urgent matters — for example family violence, serious illness, or a delay that would affect household essentials — are treated as a priority. Privacy and CDR security issues are investigated in parallel where needed.
  4. We try to resolve it at first contact where we can. There is no extra internal layer you must complete before independent review.
  5. We investigate the records we hold and the issues you raised. We do not require you to prove your case before we look.
  6. We send a written IDR response no later than 30 calendar days after we received the complaint, unless a shorter path below applies.

Written IDR response

The letter will tell you:

  • the outcome — what we did, or why we did not agree, with enough detail to understand our reasons;
  • that you can take the matter to the Australian Financial Complaints Authority (AFCA) if you are not satisfied; and
  • how to contact AFCA.

For privacy and CDR privacy complaints we also tell you about the Office of the Australian Information Commissioner (OAIC). You may use AFCA and the OAIC where both apply.

If we resolve it quickly

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.

If we need more time

We may take longer than 30 calendar days only if the complaint is particularly complex, or something outside our control is delaying us, and we write to you before those 30 days end with the reasons and your review rights. That update does not stop you going to AFCA.

What we can do to put things right

Depending on the issue, 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 AFCA once Deal Fairy is a 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: oaic.gov.au or 1300 363 992.

Accessibility

You can complain in the way that works for you. Interpreting: TIS National 131 450. National Relay Service: 133 677. Ask us for this process in large print or another format. Someone else may complain for you if they are authorised.

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