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Frequently Asked Questions | IT Support for Brisbane & Gold Coast Businesses | ATS Systems
Our Policies, Terms & Conditions

Our Policies, Terms & Conditions.

Transparent, accessible legal documents governing ATS Systems services — written in plain language for Brisbane and Gold Coast business clients.

  • Last reviewed: March 2026
  • Compliant with Australian Privacy Act 1988
  • ACMA aligned
  • Brisbane, QLD, Australia

How We Operate —
Transparently

ATS Systems is committed to operating with full transparency. Every document on this page governs how we deliver services, handle your information, and support you when things go wrong.

These policies apply to all ATS Systems clients across Brisbane, Gold Coast, and South East Queensland.

  • Australian Privacy Act 1988 compliant
  • ACMA telecommunications standards aligned
  • TIO complaint process followed
  • Plain language summaries available on request

Core Policies

  • Privacy Policy

    How ATS Systems collects, stores, uses, and protects personal information — in line with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

    Privacy Act 1988 APPs Compliant Data Security
    Download Updated Mar 2026

    What information we collect

    We collect personal information necessary to deliver our services — including name, contact details, business information, and technical data related to your IT environment. We do not collect sensitive information unless required for a specific service.

    How we use your information

    Your information is used only to deliver, improve, and support our services. We do not sell, rent, or share personal information with third parties for marketing purposes.

    Your rights

    You have the right to access, correct, or request deletion of your personal information. Contact us at contactus@atssystems.com.au to exercise these rights.

  • Terms and Conditions

    The standard customer terms governing the supply of ATS Systems services — including service delivery obligations, billing, liability limitations, and termination conditions.

    Service Agreement Billing Termination
    Download Updated Mar 2026

    Service delivery

    ATS Systems agrees to deliver services as described in your service agreement or proposal. We will notify you of any material changes with reasonable notice.

    Billing and payment

    Services are billed as outlined in your service agreement. Invoices are due within 14 days unless otherwise agreed. Late payment fees may apply after this period.

    Termination

    Either party may terminate with 30 days written notice unless a fixed term applies. Early termination of fixed-term agreements may incur fees as outlined in your agreement.

  • Acceptable Use Policy

    Defines acceptable and prohibited use of ATS Systems services, networks, and infrastructure — including conduct that may result in service suspension or termination.

    Network Use Security Compliance
    Download Updated Mar 2026

    Permitted use

    Services may be used for legitimate business purposes consistent with your service agreement and applicable Australian law.

    Prohibited activities

    • Sending spam or unsolicited bulk email
    • Hosting or distributing malware or illegal content
    • Attempting to access or breach other systems or networks
    • Using services for activities that violate Australian law

    Consequences

    Violations may result in service suspension, termination, and referral to relevant authorities. We reserve the right to act immediately for serious breaches.

Service & Customer Policies

  • Complaint Handling Policy

    Our process for receiving, investigating, and resolving complaints — including escalation pathways and response timeframes in line with ACMA requirements.

    ACMA Aligned TIO Process
    Download Updated Mar 2026

    How to raise a complaint

    Call 07 3523 3660, email contactus@atssystems.com.au, or submit a support ticket. Please describe the issue clearly and include relevant dates and reference numbers.

    What to expect

    We acknowledge complaints within 2 business hours and aim to resolve within 5 business days. Complex issues may take longer — we will keep you updated throughout.

    Escalation

    If unsatisfied with our response, you may escalate to the Telecommunications Industry Ombudsman (TIO) at tio.com.au.

  • Financial Hardship Policy

    Support options available to customers experiencing financial difficulty — including payment arrangements, service modifications, and referral to assistance services.

    Payment Plans Client Support
    Download Updated Mar 2026

    Who this applies to

    Any client experiencing temporary or ongoing financial difficulty that affects their ability to pay for services.

    How to apply

    Contact us confidentially on 07 3523 3660 or via email. We will not suspend services while a hardship application is being assessed.

    Available support

    • Extended payment terms
    • Reduced service arrangements
    • Referral to financial counselling services

  • Payments Assistance Policy

    Payment assistance available to customers — eligibility criteria, the application process, and how assistance is applied to your account.

    Billing Assistance
    Download Policy Download Summary Updated Mar 2026

  • Major Outage Policy

    How ATS Systems communicates, manages, and provides compensation for major service outages — including notification obligations and customer entitlements.

    Outage Response Communication
    Download Updated Mar 2026

  • Family & Domestic Violence Policy

    Our commitment to supporting customers experiencing family and domestic violence — including account protections, flexible options, and confidential referral pathways.

    Confidential Account Safety
    Download Updated Mar 2026

Compliance & Digital Policies

  • Regulatory Compliance Statement

    ATS Systems' compliance with applicable Australian telecommunications legislation, ACMA standards, and industry codes of practice.

    ACMA Telecoms Act Industry Codes
    Download Updated Mar 2026


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Frequently Asked Questions

ATS Systems collects and handles personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles. Information is used only to deliver and support our services and is never sold or shared with third parties for marketing. You can read the full details in our Privacy Policy.

You can raise a complaint by calling 07 3523 3660, emailing contactus@atssystems.com.au, or submitting a support ticket. We acknowledge all complaints within 2 business hours. If you're unsatisfied with our response, you can escalate to the Telecommunications Industry Ombudsman at tio.com.au.

Yes. Our Financial Hardship Policy and Payments Assistance Policy outline the support available, including payment arrangements, reduced service options, and referral to financial counselling services. Contact us confidentially to discuss your situation — we will not suspend services while an application is being assessed.

Under the Australian Privacy Act, you have the right to access and correct personal information we hold about you. Send a request to contactus@atssystems.com.au. We will respond within 30 days.

Month-to-month agreements require 30 days written notice from either party. Fixed-term agreements may include early termination fees as outlined in your service contract. See our Terms and Conditions for full details.