Provider: Interconnect Networks Pty Ltd (ABN 35 659 014 767), trading as RBE.

The Telecommunications Consumer Protections Code (C628:2025) defines Financial Hardship as a situation where a customer cannot discharge the financial obligations relating to our services but expects to be able to do so over time if payment arrangements are changed.

Contact us

We encourage you to contact us if you experience difficulties paying for our services. Please get in touch at any time by calling 08 8862 2134 if you would like to discuss any Financial Hardship matters with us.

The process

When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents, such as:

  • A statutory declaration or official written communication from a person or support group familiar with your circumstances.
  • Evidence that you consulted a recognised financial counsellor.
  • A statement of your financial position.

We may not be able to assess your circumstances if you do not provide us with the requested information. We may use the information you provide and other information available to us. Once we have received all the required information, we will inform you within seven working days whether you are eligible for assistance under our Financial Hardship Policy.

If you are eligible, we will work with you to reach an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate, we will discuss how to limit your spending (this may include barring some service features) during our arrangement and afterwards.

Once we reach an agreement, we will put it in writing by letter or email. During our arrangement, you must inform us if your circumstances change, for better or worse.

We will not charge you for assessing your Financial Hardship circumstances or administering the matter.

How RBE works with clients who can no longer meet their financial commitments

While every effort is made to avoid customers arriving at a point where they cannot manage financially, RBE has several plans for those who cannot. Clients may be moved to a more affordable plan after discussion with the customer. Any new plan and its financial implications will be fully explained so clients understand the new arrangement.

Clients who cannot find a plan that fits their financial situation will be given the option to cancel their connection.

Debt recovery

RBE attempts to avoid debt recovery scenarios by offering clients an agreed plan to catch up on debt over a number of months. The management team considers each case and decides on the best recovery method.

Management reserve the right to waive certain debts at their discretion. Only when reasonable avenues of debt recovery have been exhausted will RBE management pursue debt recovery using third-party services.

The following may occur to retain a connection:

  • RBE management may choose to waive certain debts.
  • RBE management may negotiate a plan for clients to repay their outstanding debts monthly.
  • RBE may permit the client to exit their plan and help them find a more affordable option from another supplier.
  • Any combination of the above may be negotiated with management approval.

Finding a financial counsellor

You can talk to a phone financial counsellor from anywhere in Australia by ringing the National Debt Helpline on 1800 007 007 (minimum opening hours are 9.30 am to 4.30 pm, Monday to Friday). This number will automatically switch to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you at ndh.org.au.

Telecommunications Industry Ombudsman (TIO)

If you are not satisfied with how we have handled a Financial Hardship matter, you can contact the Telecommunications Industry Ombudsman (TIO) for free, independent dispute resolution:

This Financial Hardship policy is provided by Interconnect Networks Pty Ltd (ABN 35 659 014 767), trading as RBE, and is consistent with the Telecommunications Consumer Protections Code (C628:2025). Information current as at July 2026.