Legal

Terms and policies

Everything that governs your service with us, written to be read. If a sentence here needs a lawyer to decode, tell us and we'll rewrite it.

Terms and Conditions

The agreement behind every service — what we'll do, what you'll do, billing, suspension, and how either of us ends it.

Updated 6 July 2026

Privacy policy

What we collect, who we share it with, where it's stored, and the two-year retention rule we're bound by as a telco.

Updated 6 July 2026

Acceptable Use Policy

The rules for using an Atelis service. Nothing illegal, and nothing that interferes with anyone else's use of the network.

Updated 6 July 2026

Complaints Handling Policy

How to complain, what we'll do about it, and how long we'll take. Complaining is free.

Updated 6 July 2026

Network Outage Complaints Process

What happens when you report that your service is down and a wider network outage turns out to be the cause.

Updated 6 July 2026

Financial Hardship Policy

If you're having trouble paying: how to ask for help, what we can offer, and what we won't do while an arrangement is in place.

Updated 6 July 2026

Also worth knowing

Your Critical Information Summary sets out the price, speed, minimum term and total minimum cost for your specific plan. There's one per plan, and it's shown to you before you order.

Need any of these as a PDF, or an older version? Email hello@atelis.com.au and we'll send it over.