Launch Crew Pty Ltd (ABN 48 634 546 777) trading as Atelis.
Last updated: 6 July 2026
How to complain to us, what we'll do about it, and how long we'll take. It's written to meet the Telecommunications (Consumer Complaints Handling) Industry Standard 2018, as amended.
Complaining is free. We won't charge you for making or handling a complaint.
Residential, small business and not-for-profit customers, as defined in the Standard. Larger business and wholesale customers should raise issues through their account contact — we'll still deal with them, just not under this process.
Telling us you're unhappy with our service, our products, our staff, or how we handled an earlier complaint — and wanting us to do something about it.
Reporting a fault isn't automatically a complaint. If you report a fault and we fix it, that's just support. It becomes a complaint if you tell us you're dissatisfied, or if we don't fix it and you come back. If it's not clear which it is, we'll ask you.
Someone else can complain for you — a family member, an advocate, a financial counsellor — with your authority.
If you need help making a complaint, tell us and we'll help. That includes if you have a disability, need an interpreter, or are dealing with financial hardship or family violence. The National Relay Service (accesshub.gov.au, 1800 555 660) can help if you're deaf or have a hearing or speech impairment.
Acknowledge it. If you call, immediately. If you email, write or use the portal, within 2 working days. You'll get a reference number so you can follow it up.
Try to fix it on the spot. Most things can be sorted in the first conversation.
Propose a resolution within 10 working days if we can't fix it immediately. We'll tell you what we plan to do and why.
Implement it within 5 working days of you accepting the proposal, unless we agree a different timeframe with you or it genuinely needs longer.
Keep you posted if we're going to be late. We'll contact you before the deadline, explain why, and give you a new date.
We'll only close a complaint with your agreement, or if we've made reasonable attempts to contact you and you haven't come back to us.
We treat a complaint as urgent, and aim to resolve it within 2 working days, if:
Tell us if you think your complaint is urgent and we'll assess it.
If you're disputing a charge, we'll aim to resolve it by the end of the billing period after the one you're disputing.
While a billing complaint is open, we won't pursue credit management action on the disputed amount. You still need to pay the parts you're not disputing.
If you contact us because your service isn't working and we have reason to suspect a major or significant local network outage is the cause, we handle it under our network outage complaints process rather than this one. That process is published at www.atelis.com.au and sets out how we acknowledge outage reports and what we do to get you reconnected.
We may decline to take a complaint further if it's frivolous or vexatious. If we do, we'll tell you in writing within 5 working days, explain why, and tell you about the TIO.
Ask us to escalate it. A more senior person will review it. Tell us if you want that at any point — you don't have to wait for us to finish.
You can also take it to the Telecommunications Industry Ombudsman at any time. The TIO is free, independent, and can make binding decisions.
tio.com.au · 1800 062 058 · PO Box 276, Collins St West VIC 8007
We'll tell you about the TIO if you ask, if you tell us you're unhappy with how the complaint is going, or if your complaint is still open after 30 days.
We record every complaint, when it came in, what it was about, and how it ended. We review them regularly to find recurring problems and fix the cause, not just the individual case.
Personal information in a complaint is handled under our Privacy Policy at www.atelis.com.au/privacy.