Privacy policy

Who we are

Atelis is a trading name of Launch Crew Pty Ltd. We are an Australian carriage service provider. This policy explains what we do with your personal information across our services, our website at www.atelis.com.au, and our customer portal.

We follow the Privacy Act 1988 and the Australian Privacy Principles. As a telco we are also bound by Part 13 of the Telecommunications Act 1997 (which limits what we can do with customer and communications information), the data retention rules in Part 5-1A of the Telecommunications (Interception and Access) Act 1979, the Telecommunications Consumer Protections Code, and ACMA's customer identity authentication rules. Where those are stricter than the APPs, we follow them.

Other brands operated by Launch Crew Pty Ltd have their own privacy policies.

What we collect

• You and your account — name, business name, ABN, addresses, email, phone, date of birth, and who is authorised to act on the account.
• Identity checks — we are required to verify your identity before activating, porting or changing a service. We check documents such as a driver licence or passport and record that the check was done. We don't keep copies longer than we need to prove it.
• Billing — invoices, charges, payment history, direct debit authorities. Card details are held by our payment provider, not by us.
• Your services — service numbers, equipment details (model, serial, MAC), IP allocations, authentication logs, provisioning and fault records, usage and performance data.
• Telecommunications data — the source, destination, date, time, duration and type of your communications, and the service and device used. We do not keep the content of your communications, and we don't read or listen to it unless the law compels us.
• Support — tickets and attachments, correspondence, portal logins and MFA records, and changes you make to your account.
• Calls — service desk calls may be recorded for quality and dispute resolution. You'll be told at the start of the call.
• Website — pages visited, referrer, browser and device details, approximate location from IP, and anything you type into a form.

We don't ask for sensitive information. If you volunteer it — for example when requesting an accessibility arrangement — we use it only to act on that request.

Where it comes from

Mostly from you. Some is generated automatically as our network runs your service. We also get information from upstream carriers and wholesalers, from your previous provider when you port to us, and from address and service qualification databases.

You can deal with us anonymously for general enquiries. You can't for anything involving a service — the law requires us to verify who you are before we activate, change, port or cancel it.

What we use it for

To assess and set up your service, verify your identity, run and support the service, bill you and chase unpaid amounts, authenticate you when you contact us, detect fraud and network abuse, plan and secure our network, meet our legal obligations, handle complaints, and tell you about our services (see Marketing below).

The two-year retention rule

The law requires us, as a carriage service provider, to keep prescribed telecommunications data for at least two years — whether or not you're still a customer. This covers information about your communications, not their content. It's held encrypted, access is restricted to staff who need it, and the OAIC oversees how we handle it.

Who we share it with

• Upstream carriers and suppliers whose networks or facilities carry your service, and providers we use for provisioning, porting, hardware and field service.
• The Integrated Public Number Database (IPND). When we allocate you a public number we must supply your name, address and service details. IPND data is used for emergency calls, directory assistance and publication (unless your number is unlisted), law enforcement and national security, and approved research.
• Emergency services — what's needed to handle an emergency call, including your location.
• Law enforcement and security agencies where we are compelled by warrant or lawful authorisation, or where a Part 13 exception applies. We keep records of these disclosures as Part 13 requires.
• The TIO and ACMA in connection with complaints and regulation.
• Service providers for payments, ticketing, monitoring and professional services — bound to use it only for what we engaged them to do.
• A buyer of the business, under confidentiality.

We do not sell personal information.

Where it's stored

Everything we collect is stored and processed in our own datacentre in Sydney. We do not send your personal information overseas, and we don't use offshore cloud providers to hold it.

Our website analytics run on our own self-hosted platform in Sydney. No third party receives that data.

The Meta Pixel

Our website loads the Meta Pixel, a piece of tracking code provided by Meta Platforms, Inc. When a page carrying it loads, your browser sends information directly to Meta about the page you're viewing, your IP address and browser, and actions you take on the site such as submitting a form. We use this to measure how our advertising performs.

That information goes from your browser to Meta's systems, which are located outside Australia. We don't control where Meta stores it, how long it keeps it, or what else it does with it — Meta handles it as its own controller, under its own terms and privacy policy. If you have a Facebook or Instagram account, Meta may connect this activity to it.

You can stop this by declining non-essential cookies on our site, blocking trackers in your browser, or using an ad blocker. It won't affect your ability to use our services or the customer portal.

Cookies

We use cookies for site function, sessions and security, and for the advertising measurement described above. You can decline non-essential cookies through the consent controls on our site, and change your ad preferences in your Facebook or Instagram settings.

Marketing

We may send you information about our services. Every commercial message has an unsubscribe link and we act on it within five business days, as the Spam Act 2003 requires. Any telemarketing is screened against the Do Not Call Register.

Service, billing, outage and security notices aren't marketing and will keep coming regardless.

Opt out any time via the unsubscribe link or at privacy@atelis.com.au.

Automated decisions

We don't use automated processes to make decisions that significantly affect you. Decisions about your service, your account and any suspension are made by a person. If we introduce automated decision-making, we'll update this policy before we do.

Security

We protect your information with least-privilege access controls, multi-factor authentication for staff and portal accounts, encryption in transit and at rest, network segmentation, logging and monitoring, patching, and backups. Staff are bound by confidentiality obligations.

No system is perfectly secure. If a breach happens that's likely to cause serious harm, we'll assess it within 30 days and notify you and the OAIC under the Notifiable Data Breaches scheme.

How long we keep it

• Telecommunications data — at least two years from the date of the communication.
• Billing and financial records — seven years, under tax law.
• Identity verification records — for the period ACMA rules require.
• Tickets and correspondence — for the life of the account plus a reasonable period for disputes.

Once we no longer need it and no retention rule applies, we destroy or de-identify it.

Access and correction

Ask us for a copy of what we hold, or ask us to fix it if it's wrong or out of date. Email privacy@atelis.com.au. We'll verify who you are first, and respond within 30 days.

Access is normally free. If a request means retrieving large or archived records we may charge a reasonable cost-based fee, and we'll tell you before we do. If we refuse, we'll tell you why in writing and how to complain.

Complaints

Tell us first — privacy@atelis.com.au, 1300 283 547, or the address below. We'll acknowledge within five business days and respond within 30 days.

If you're not happy with our answer:

• Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992
• Telecommunications Industry Ombudsman, for service complaints — tio.com.au, 1800 062 058

Children

Our services are sold to adults and businesses. We don't knowingly collect information from anyone under 18 except as the named user of a service held by an adult account holder.

Changes

We may update this policy. The current version is always at www.atelis.com.au/privacy. If a change materially affects how we handle your information, we'll tell account holders before it takes effect.

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