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

Information current as at July 2026. RBE is committed to resolving complaints fairly, quickly and free of charge. This policy explains how to make a complaint, what happens after you do, and your right to escalate — including to the Telecommunications Industry Ombudsman. It is consistent with our obligations under the Telecommunications Consumer Protections Code (C628:2025).

What is a complaint?

A complaint is an expression of dissatisfaction with our service, our staff, or the way we have handled a problem, where you are asking us to do something to put it right. A first request for a service, for information, or to fix a fault for the first time is treated as an enquiry, not a complaint. You can ask us to treat any contact as a complaint at any time, and we will.

How to make a complaint

Please contact us first so we can put things right. You can make a complaint by:

  • Phone: 08 8862 2134 (Monday to Friday)
  • Email: support@rbe.net.au
  • In writing: by email to support@rbe.net.au, or by post to Interconnect Networks Pty Ltd (trading as RBE) — contact us for our current postal address.

To help us resolve your complaint quickly, please tell us your name and account details, what has gone wrong, and the outcome you are looking for. If you need help lodging a complaint, or someone to advocate on your behalf, we can help — see interpreter and accessibility services below. There is no charge to make a complaint.

What happens next

  • Acknowledgement. If you complain by phone or in person, we will acknowledge your complaint immediately. If you complain by email or in writing, we will acknowledge it within 2 working days of receiving it.
  • Investigation and resolution. We will investigate your complaint and work with you to resolve it. We aim to agree a resolution with you as quickly as possible, and within 15 working days of receiving your complaint.
  • If we need more time. Some complaints are complex and take longer to resolve. If we cannot resolve your complaint within the expected timeframe, we will tell you why and give you a new expected timeframe.
  • Confirming the outcome. When your complaint is resolved, we will confirm the outcome and what we have agreed to do. If you ask us to, we will confirm this in writing.

Keeping you informed

We will keep you informed of the progress of your complaint. You can check on progress, or ask any questions about your complaint, at any time by calling 08 8862 2134 or emailing support@rbe.net.au and quoting your complaint or account details. We will not charge you to find out the status of your complaint.

Urgent complaints and priority assistance

We treat some complaints as urgent, including where:

  • you have applied for, or are receiving, financial hardship assistance from us and the complaint is directly related to that hardship; or
  • disconnection of your service is imminent, or your service has been disconnected, and this is likely to cause you significant difficulty.

Where your complaint is urgent, we will acknowledge and work to resolve it within 2 working days. If you rely on your service for a critical purpose — for example a medical alarm or a priority assistance need — please tell us when you contact us so we can prioritise your complaint.

Financial hardship

If you are having trouble paying your bill, please talk to us early. We can discuss options to help you stay connected and manage your account, and we will not treat you unfairly for asking. Contact us on 08 8862 2134 or at support@rbe.net.au to discuss a financial hardship arrangement.

Escalating your complaint within RBE

If you are not satisfied with how your complaint is being handled, or with the resolution we have offered, you can ask us to escalate it for a further review. Tell us that you would like your complaint escalated, and we will arrange for a senior member of our team to review it and respond to you.

Telecommunications Industry Ombudsman (TIO)

If you are not satisfied with the outcome of your complaint after speaking with us, or you feel your complaint has not been dealt with fairly, you can contact the Telecommunications Industry Ombudsman (TIO) for free, independent dispute resolution. We ask that you give us the chance to resolve your complaint first, but you can contact the TIO at any time:

Interpreter and accessibility services

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to contact RBE on 08 8862 2134.

If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service (NRS): visit accesshub.gov.au/about-the-nrs or call the NRS Helpdesk on 1800 555 660, and ask for RBE on 08 8862 2134.

This complaint handling 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). It is available free of charge on request. Information current as at July 2026.