Red Broadband General Information

Understanding your bill

Red Broadband provides your bills to you via email. Please ensure that your email address that we have on our files is always kept up to date. If you do not have an email address then Red Broadband can provide one to you at no additional cost. Our bills are charged in one of two ways. We offer a monthly billing option and a quarterly billing option.

Our monthly billing option is charged per month in advance. Invoices are sent to you on the first day of every month. You need to save credit card details to our secure PCI compliant system for an automatic monthly debit to be eligible for this billing option. 

Our quarterly billing option is charged per quarter in advance. Invoices are sent out to you on the first day of every quarter and will contain payment details on the invoice. The available methods are credit card manually, credit card direct debit, direct deposit or via cheque. If you require any further clarification regarding this, please do not hesitate to call and ask one of our staff members for assistance.

Please see our Sample Invoice for information and examples of how to understand the information provided on your invoice.

Financial Hardship

If you are experiencing trouble paying your bill on time, please contact our customer service team to discuss this with them. One of our friendly team members will discuss your situation with you and if you have maintained a good payment history with us then you may be granted an extension to your payment terms. Payment extensions will be assessed on a case by case basis.

However here at Red Broadband, we understand that situations of genuine financial hardship can arise due to unforeseen circumstances. For further information regarding this, please review our Financial Hardship Policy. You can also find contact details for an independent financial counsellor within the policy. Our customer service team can be contacted on 1300 551 331 from 9am-5pm on Mondays to Fridays (excluding public holidays) and from 10am to 2pm on Saturdays. You can also email our team at accounts@redbroadband.com.au.

Authorised Representitives

You are able to appoint an authorised representative to act on your behalf when dealing with Red Broadband. If you wish to do this you will need to download and fill out our Authorised Representative form and then return it to us by the following methods:

  • Scanning and emailing it to support@redbroadband.com.au  
  • Mail it to: PO BOX 285, BELMONT, WA 6984
  • Faxing the completed form to: (08) 9200 2801

Only account holders may appoint an authorised representative. Any authorised representative will be able to act as your agent, and will have access to any information held by Red Broadband about your account. Your authorised representative will be able to make complaints on your behalf and to request or change contact details.

For security reasons, we require the completed Authorised Representative form to be witnessed by one of the following persons:

  • A Justice of the Peace;
  • An Accountant who is a member of the Australian Institute of Chartered Accountants, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership;
  • A Solicitor or Barrister;
  • A Police Officer;
  • An agent in charge of, or a permanent employee (with 2 or more years of continuous service) of an Australia Post outlet;
  • An officer with, or authorised representative of, a holder of an Australian Financial Services Licence, having 2 or more continuous years of service with one or more licensees;
  • A Dentist;
  • A Pharmacist;
  • A Medical Practitioner;
  • A Chiropractor or a Physiotherapist.

If you require further clarification or information, please call our support team on 1300 551 331.

Estimating your data requirements

To help you manage your spend we have included the following table to give you a rough idea of what type of data allowance you may require dependent upon your usual usage habits.

Usage Habit2 GB per month5-10 GB per month20 GB per month50 GB per month100 GB per month500 GB per month
Email Y Y Y Y Y Y
Web Surfing M Y Y Y Y Y
Facebook M Y Y Y Y Y
Skype M M Y Y Y Y
Online Gaming N M M Y Y Y
YouTube N M M Y Y Y
Downloading Movies N N N M Y Y

Key:
Y = You can complete this activity on this data allowance
M = Caution as you may go over your data allowance with these activities
N = You will very likely go over your data allowance with these activities

Complaints

If you feel that you need to make a complaint, you can contact us using the following methods:

  • Telephone: 1300 551 331 between the hours of 9am to 5pm weekdays (excluding public holidays) and 10am to 2pm on Saturdays.
  • Email: support@redbroadband.com.au
  • Post: PO BOX 285BELMONT, WA 6984
  • Fax: (08) 9200 2801

When you contact us regarding a complaint, one of team members will acknowledge the complaint try resolve it with you on your first contact. If the complaint has not been resolved on the first contact with us, then we will provide you with a reference number for further follow up. If your complaint was received by email or fax then please be aware that you may wait up to 2 business days for a reply. We will then contact you regarding your complaint. We will also provide you with a reference number and discuss the steps required to resolve your complaint. To find out more information you can view our Complaints Handling Policy.