Legal
Contact & support
Last updated: 5 July 2026
This page explains how to reach us, what response you can expect, and how complaints are handled and escalated — including the external bodies you can go to if we don't get it right. It brings together the contact commitments made across our Terms of Service, Privacy Policy, Refund Policy and Accessibility Statement.
1. How to contact us
| Topic | Contact | First response |
|---|---|---|
| General support, billing, refunds, account help | support@futsy.com.au | Within 2 business days |
| Privacy — access, correction, deletion, complaints | privacy@futsy.com.au | Acknowledged within 7 days |
| Safety — harassment, abuse, or threatening conduct on the platform | support@futsy.com.au, subject line "Safety" | Within 1 business day |
| Accessibility barriers | support@futsy.com.au, subject line "Accessibility" | Within 2 business days |
| Legal notices | support@futsy.com.au | — |
Business days are Melbourne (AEST/AEDT) business days. We are a small Australian team, not a call centre: you will get a reply from a person who can actually fix your problem, and we don't hide behind no-reply addresses — every email we send can be replied to.
Before you write in, one routing note: questions about your competition itself — fixture times, rule disputes, refereeing, division placement, and match or season fees — belong with your league operator (the venue, club or organiser running your league), because those are their decisions, not ours. If you don't know who your operator is or how to reach them, email us and we will connect you.
2. What to include
Plainer is better. Your league name, what you were trying to do, what happened instead, and a screenshot if it's visual. For billing matters, the email on the subscription. You never need legal wording or reference numbers to get help.
3. How support requests are handled
- Acknowledgement within the timeframe above.
- Resolution or a real update. Most account and billing issues are resolved within 5 business days. If something needs longer — a bug fix, an investigation — we will say so, give you a timeframe, and keep you updated rather than going quiet.
- Outage handling. If Futsy is down or materially degraded, fixing it takes priority over individual replies, and we will post status updates rather than answering one email at a time.
Safety reports (harassment, threats, abusive conduct through the platform) are reviewed within 2 business days and faster where there is a risk to someone's safety, per our Terms of Service. We may suspend accounts while investigating. If anyone is in immediate danger, contact police on 000 first — we are a software company, not an emergency service.
4. Complaints about Futsy
If your issue is a complaint about us — our service, our billing, a decision we made — the process is:
- Tell us. Email support@futsy.com.au and say it's a complaint. It goes to a decision-maker, not a script.
- We respond substantively within 10 business days with what we found and what we'll do. Privacy complaints follow the Privacy Policy timeline: acknowledged within 7 days, resolved within 30.
- Escalation on request. If you're not satisfied, ask for escalation and the complaint is reviewed afresh by someone senior to the original decision, who replies with reasons.
We keep a record of complaints and what fixed them — recurring complaints drive product changes, not just apologies.
5. External escalation — you don't need our permission
If we can't resolve your complaint, or you'd simply rather go elsewhere, these are the appropriate bodies. Going to any of them costs you nothing and we will cooperate fully:
- Privacy — the Office of the Australian Information Commissioner (OAIC): oaic.gov.au, 1300 363 992, GPO Box 5288 Sydney NSW 2001. The OAIC generally expects you to have complained to us first and given us 30 days.
- Consumer issues (billing, refunds, service quality) — Consumer Affairs Victoria: consumer.vic.gov.au, 1300 558 181, for advice and conciliation. Eligible claims can be brought in VCAT (vcat.vic.gov.au) or the courts.
- Disability access — the Australian Human Rights Commission: humanrights.gov.au/complaints, 1300 656 419.
- Spam or unwanted electronic messages — the Australian Communications and Media Authority (ACMA): acma.gov.au.
- Our .au domain name — complaints about the registration or use of our .au domain can be made to the .au Domain Administration (auDA): auda.org.au.
Nothing in this policy limits your statutory rights or requires you to exhaust our internal process before exercising them — except where a body (like the OAIC) itself asks that you contact us first.
6. Our commitments in one place
For convenience, the response commitments made across our policies:
- General support first response: 2 business days
- Safety reports: reviewed within 2 business days, urgent risks faster
- Complaints: substantive response within 10 business days
- Privacy requests and complaints: acknowledged in 7 days, resolved in 30 days
- Access to your personal information: within 30 days, free
- Refund decisions: response in 5 business days, payment within 10 business days of agreement
- Marketing unsubscribe: effective within 5 business days (in practice, immediate)
- Accessibility reports: acknowledged in 2 business days, barriers treated as priority fixes
If we miss one of these timeframes, chase us — and mention this page.