Launch Crew Pty Ltd (ABN 48 634 546 777) trading as Atelis.
Last updated: 6 July 2026
If you're having trouble paying, tell us. We'd rather keep you connected than disconnect you and chase the debt.
Asking for help is free, it won't affect your service while we're assessing it, and we won't disconnect you for non-payment while a hardship arrangement is in place and being kept to.
Residential, small business and not-for-profit customers, as defined in the Telecommunications (Financial Hardship) Industry Standard 2024. This policy is written to meet that Standard.
You're in financial hardship if you want to pay but can't right now, for a reason that's likely to be temporary or that you expect to be able to work through over time. Common causes include:
You don't have to prove hardship in any particular way, and you don't have to be in arrears already. If you can see it coming, contact us before it happens.
You can have someone speak for us on your behalf — a family member, a financial counsellor, a support worker. We'll just need your authority for them to act.
There is no charge for applying or for any assistance we provide.
If we notice signs you may be struggling — repeated late payments, a dishonoured direct debit, a payment plan you can't keep — we'll contact you and tell you about this policy rather than waiting for you to ask.
We'll acknowledge your request within 2 working days and give you a decision within 5 working days of having the information we need.
We'll ask you about your situation and what you can realistically afford. We may ask for supporting information — a statement of your income and expenses, a letter from a financial counsellor, or evidence of the event that caused the hardship. We'll only ask for what we actually need to make the assessment, and we'll tell you why we need it.
If we need more information from you, we'll say so clearly and give you a reasonable time to provide it. Your service stays connected while we assess.
If we decline your application, we'll tell you why in writing and explain how to have the decision reviewed, including your right to take it to the TIO.
We'll work out an arrangement that fits your situation. Options include:
We'll discuss which of these suit you rather than handing you one option and calling it a choice.
An arrangement will be confirmed to you in writing, setting out what you'll pay, when, and what happens if things change.
Tell us. If the arrangement stops working, contact us and we'll review it rather than letting it fail.
If you miss a payment under an arrangement, we'll try to contact you before we take any further action, and we'll offer to review the arrangement.
We won't disconnect a service for non-payment:
If we do need to give a disconnection notice, it will tell you the amount owing, the date, what you can do to stop it, and how to contact us about hardship.
Financial counsellors are free, independent and confidential.
If you're experiencing domestic or family violence, tell us and we'll handle your account with the additional care and confidentiality the rules require. 1800RESPECT — 1800 737 732.
Anything you tell us in a hardship application is handled under our Privacy Policy at www.atelis.com.au/privacy. We only use it to assess and manage your arrangement, and access is limited to the staff who need it.
Use our Complaints Handling Policy at www.atelis.com.au. Complaints about hardship are treated as urgent and we aim to resolve them within 2 working days.
You can also go to the Telecommunications Industry Ombudsman — tio.com.au or 1800 062 058. It's free.