RBE Internet Service Terms

1. Your Contract With RBE

1.1 Who these terms apply to

These terms apply when you order, use or pay for an RBE Internet broadband, voice, hosting, hardware, security add-on or related service. "RBE", "we", "us" and "our" means RBE Internet Services or the RBE Internet trading entity that supplies your service. "You" means the customer named on the order or account, including an authorised representative acting for that customer.

1.2 Documents that make up your agreement

Your agreement may include:

• these Service Terms;
• the plan or product Critical Information Summary;
• your online order, signed order form or accepted quote;
• your order summary and any appointment or activation emails;
• our privacy, complaints, financial hardship and acceptable-use information;
• any written special conditions we agree with you.

1.3 When your contract starts

Your contract starts when we accept your order. We may accept an order by confirming it in writing, taking payment, submitting it to an upstream network supplier, activating the service, or otherwise telling you that the order has been accepted.

1.4 When we may decline or pause an order

We may decline, pause or manually review an order where a service is not available, identity or authority cannot be confirmed, required information is missing, an address qualification result is unclear, payment fails, there is a credit or fraud concern, or an upstream supplier rejects the order. If we have taken payment for an order we cannot supply, we will refund the affected amount or agree another lawful remedy with you.

2. Services We Supply

2.1 Service description

We supply retail telecommunications services such as internet access over the nbn network, related broadband add-ons, optional hardware, optional static IP addresses, voice over IP services, web hosting and support services. The exact inclusions, exclusions, price, minimum charge and important limitations for a service are set out in the relevant plan information and Critical Information Summary.

2.2 Availability and performance

Service availability depends on your address, technology type, network capacity, upstream supplier qualification, equipment, cabling, power, Wi-Fi environment and other factors outside our direct control. We will use reasonable care and skill when checking availability and supplying the service, but an online address check is not a guarantee that every product can be supplied at every premises.

2.3 Speeds

Broadband speeds vary by plan, technology, network congestion, in-premises wiring, Wi-Fi, hardware, distance from network equipment, source content and the number of connected devices. Any typical busy-period speed or performance claim we publish should be read with the plan information for that service.

2.4 Equipment

Some services require a compatible modem, router, network termination device, cabling, power supply or voice adapter. You may buy equipment from us where offered, or use your own compatible equipment. If you use your own equipment, you are responsible for ensuring it is compatible, configured correctly and secure. We may provide reasonable setup information, but support for third-party hardware may be limited.

3. NBN Orders, Transfers and Appointments

3.1 Address qualification

For nbn services, we use network qualification information to identify the service class, technology, available products, infrastructure, ports, appointment requirements and installation options at your premises. You must provide accurate address, contact and order information. If a unit, level, lot, shop or premises identifier is wrong, your order may be delayed, rejected or connected at the wrong location.

3.2 Existing-service transfers and AVC IDs

Where you ask us to transfer an existing nbn service, you confirm that you are authorised to request that transfer for the selected premises and service. We may ask for an AVC ID or other information to verify and target the transfer. A transfer may disconnect or replace an existing service with another provider. You should check any contract, equipment, email, phone or bundle consequences with your current provider.

3.3 New connections and installation

Some premises need technician work, new equipment, a new port, internal access, landlord/body-corporate approval or further nbn investigation. You are responsible for ensuring the site is safe, accessible and that an authorised adult is present where required. Missed appointments, unsafe access or unavailable site contacts may delay the order and may result in upstream charges if those charges are passed to us.

3.4 Appointment preferences

Appointment dates and time windows collected during checkout are preferences or earliest-date instructions unless we expressly tell you a specific appointment has been confirmed. The confirmed appointment depends on upstream availability after the order is submitted.

3.5 New development charge

A one-off nbn new development end-user contribution may apply at some premises in new developments. Where it applies and is passed on to you, we will disclose the charge before requiring payment for that part of the order.

4. Billing, Charges and Payment

4.1 Charges

You must pay the charges for your service, including any:

• monthly recurring plan fees;
• hardware, delivery, installation, setup or new-development charges;
• optional add-ons such as static IP, voice, security or support services;
• usage, call, excess, out-of-plan or other variable charges where applicable;
• government taxes, levies or pass-through charges that lawfully apply.

4.2 First payment and monthly billing

Upfront costs for your selected equipment and any applicable installation charges are paid when you order. Service charges are billed monthly in advance on the 1st of each month. Charges for the first partial month are prorated from your activation date.

4.3 Payment method

We may require a valid card or approved payment method for recurring billing. Card details are handled by our payment provider and are not entered into the RBE checkout page. You must keep your payment details current and ensure there are enough funds when payment is due.

4.4 Late or failed payment

If payment is late or fails, we may contact you, retry payment, restrict, suspend or cancel the affected service, or start lawful debt recovery. We will act consistently with applicable telecommunications rules, financial hardship obligations and any payment arrangement we have agreed with you.

4.5 Billing enquiries

If you think a bill is wrong, contact us as soon as possible. We will investigate and, where required, correct the bill, apply a credit, explain the charge or advise the next complaint step.

5. Changes, Moves and Cancellation

5.1 Plan changes

You may ask to change plans. A change depends on product availability, technology eligibility, billing cut-off dates and any conditions in the relevant plan information. We will tell you about material price or service impacts before making the change.

5.2 Moving premises

Services are supplied to a specific premises. If you move, the service may not be available at the new address or may require a new order, new equipment, technician work, a different plan or a different price. You remain responsible for charges at the old premises until the service is cancelled or transferred.

5.3 Cancellation by you

You may cancel a month-to-month service by contacting us. Unless your Critical Information Summary or written offer says otherwise, you must pay all charges incurred up to cancellation, any unpaid equipment or installation charges, and the remainder of the current billing period where applicable. We will not charge an early termination fee unless it was disclosed in your plan terms or written offer.

5.4 Cancellation or suspension by us

We may suspend, restrict or cancel a service where you materially breach these terms, do not pay overdue charges, misuse the service, threaten staff or network integrity, provide false information, lose authority over the premises, or where an upstream supplier, regulator or law requires it. Where reasonable and lawful, we will give notice and a chance to fix the issue before cancellation.

5.5 Changes by RBE

We may change plans, prices, features or these terms where there is a legitimate reason, such as supplier changes, legal or regulatory changes, product withdrawal, security requirements, or changes in input costs. If a change is materially detrimental to you, we will provide reasonable notice and any rights required by law or your plan terms.

6. Acceptable Use

You must not use, or allow anyone else to use, a service to:

• break the law or infringe another person's rights;
• send spam, scams, malware, phishing, abusive traffic or unlawful content;
• interfere with, probe, attack or overload any network or system;
• resell the service unless we have agreed in writing;
• run unsafe, compromised or misconfigured equipment;
• harass, threaten or abuse our staff, contractors or other users;
• avoid payment, usage controls, security controls or lawful restrictions.

We may take reasonable steps to protect customers, the network and RBE systems. This can include contacting you, asking you to fix a compromised device, filtering malicious traffic, rate limiting, suspending a service, or reporting unlawful conduct where required.

7. Faults, Outages, Power and Safety-Critical Devices

7.1 Reporting faults

Report faults by calling 08 8862 2134 or emailing support@rbe.net.au. We may ask you to restart equipment, run tests, check cables, connect by Ethernet, confirm lights on the nbn equipment, or provide photos or access details so we can isolate the problem.

7.2 Planned and unplanned outages

Services may be interrupted by maintenance, faults, power outages, supplier issues, emergency works, cyber incidents, equipment failure, severe weather or events outside our reasonable control. We will use reasonable efforts to restore services and communicate significant outages consistently with our obligations.

7.3 Power outages

nbn and RBE services generally need power at your premises. During a power outage, internet, Wi-Fi and voice over IP services may not work, including calls to emergency services, unless all required equipment has working backup power and the network is otherwise available. Some older fibre installations may have a battery backup unit, but battery backup is limited and not a substitute for an emergency plan.

7.4 Medical alarms and safety-critical devices

If you use a medical alarm, fire alarm, lift phone, monitored security system, EFTPOS terminal, fax, health device or other safety-critical service, you must check compatibility with the equipment provider before ordering or transferring a service. You should maintain a separate backup communications method, such as a charged mobile phone or other solution recommended by the device provider.

8. Privacy, Security and Account Authority

8.1 Personal information

We collect and use personal information to check availability, verify authority, process orders, provide services, bill you, manage support, meet legal obligations, prevent fraud and protect our network. This may include contact details, service address, billing details, identity or authority information, order records, technical data, usage records and support history.

8.2 Sharing information

We may share information with payment providers, nbn, wholesale suppliers, delivery providers, support tools, debt recovery providers, professional advisers, regulators, dispute resolution bodies and law enforcement where reasonably required for the service or permitted by law.

8.3 Account security

You must keep account credentials, email accounts, Wi-Fi passwords, routers and connected devices secure. Tell us promptly if you think your account, service or device has been compromised. We may verify identity or authority before discussing an account or making changes.

9. Financial Hardship

If you are having difficulty paying, contact us as early as possible. We will assess requests for hardship assistance sensitively and consistently with applicable telecommunications financial hardship rules. Depending on your situation, assistance may include a payment arrangement, spend controls, plan review, temporary restriction, payment extension or other practical support.

You can contact us on 08 8862 2134 or support@rbe.net.au. You may also contact the National Debt Helpline on 1800 007 007 for free financial counselling.

10. Complaints and Dispute Resolution

10.1 How to make a complaint

If you are unhappy with any part of your service, bill, order, support interaction, privacy handling or complaint outcome, contact us and tell us you want to make a complaint. You can call 08 8862 2134 or email support@rbe.net.au.

10.2 How we handle complaints

We aim to resolve complaints as quickly as possible, preferably at first contact. If we need to investigate, we will acknowledge the complaint, keep you informed, explain any delay, provide an outcome and tell you about escalation options. Urgent complaints, including cases involving financial hardship, imminent disconnection or serious service impacts, will be prioritised.

10.3 Telecommunications Industry Ombudsman

If you have tried to resolve a phone or internet complaint with us and are not satisfied, you may contact the Telecommunications Industry Ombudsman. The TIO is a free and independent dispute resolution service for residential and small business consumers.

• Phone: 1800 062 058
• Website: tio.com.au

11. Consumer Law, Liability and General Terms

11.1 Consumer guarantees and non-excludable rights

Australian Consumer Law gives consumers guarantees that services will be provided with due care and skill, be fit for disclosed purposes, and be supplied within a reasonable time where no time is fixed. Nothing in these terms excludes, restricts or modifies any guarantee, warranty, right or remedy that cannot lawfully be excluded, restricted or modified.

11.2 Liability

To the extent permitted by law, we are not liable for loss caused by your equipment, your misuse, third-party content, power failure, Wi-Fi limitations, upstream network failures, planned maintenance, force majeure events, or services you buy from another provider. Where we are liable and the law permits limitation, our liability is limited to resupplying the affected service, paying the cost of resupply, refunding the affected charge, or another remedy required by law.

11.3 Assignment and subcontracting

We may use contractors and suppliers to provide services. We may transfer our rights and obligations to a related entity or purchaser of the relevant business, provided this does not materially reduce your rights. You must not transfer your service or account to another person without our consent.

11.4 Governing law

These terms are governed by the laws of South Australia and the laws of the Commonwealth of Australia.

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