Had an issue with Lebara? Get a real response.
How to submit a complaint with Lebara
Lebara makes it easy to raise your complaint through multiple convenient channels:
- Phone: Call Lebara Customer Care at 126 122 from a Lebara mobile (free call) or 1300 126 122 from other phones. Available Mon-Fri 8am-8pm, Sat-Sun & holidays 9am-6pm.
- Live Chat (24/7): Visit the Lebara website for instant online chat assistance.
- Email: Send your complaint to care@lebara.com.au. Expect a reply within 2 business days.
- Postal Mail: Write to "Lebara Mobile, PO Box 1113, North Sydney NSW 2060." Lebara will acknowledge within 2 business days of receipt.
Accessibility support is available via the National Relay Service for customers with hearing or speech impairments.
Tip: Prepare account details and specifics about your issue beforehand for faster service.
Lebara’s complaint handling process is structured to resolve your concerns quickly and fairly:
- Immediate Acknowledgment: Your complaint is acknowledged instantly (phone/chat) or within 2 business days (email/post).
- Dedicated Complaint Reference: You receive a tracking number immediately for follow-ups.
- Initial Assessment & Resolution: Simple complaints are often resolved on first contact. Complex issues are escalated internally, with regular updates every 10 business days.
- Urgent Issues Priority: Complaints involving loss of service or financial hardship are resolved within 2 business days.
- Clear Communication: Lebara keeps you updated through your preferred method until the issue is resolved.
- Resolution Outcomes: Solutions include technical fixes, billing corrections, refunds, replacements, and goodwill gestures.
Lebara is committed to minimising inconvenience and ensuring fair outcomes.
Common complaints against Lebara
Customers frequently report these common issues:
- Activation & Number Porting: Delays or failures due to verification errors. Always ensure your provided info matches exactly with your previous provider.
- SIM Card Delivery & Setup Errors: Wrong or delayed deliveries. Contact support for prompt replacements or refunds.
- Network & Data Issues: Slow internet, network outages, or poor reception. Report to Lebara for troubleshooting and possible technical fixes.
- Billing & Recharge Problems: Incorrect charges or recharges failing to apply. Lebara typically resolves these through credits or refunds.
- Customer Service Quality: Long wait times and inconsistent support. Use Live Chat as an alternative for quicker responses.
- Plan Management Confusion: Issues with plan expiry or data rollovers. Verify your terms through Lebara’s Critical Information Summaries.
By recognising these issues, you can clearly express your problem and get it solved efficiently.
Lebara complaints submitted through Ajust
I activated my Lebara SIM and from day one I couldn’t make or receive calls on my phone. I rely on my mobile for everyday life, so not being able to call anyone was incredibly disruptive. I reached out because the issue never resolved on its own, and the lack of clear guidance made the whole experience frustrating and stressful. - Aang
After cancelling my Lebara service, I submitted a refund request and waited over 20 days with no update or confirmation. The delay affected my finances and left me feeling ignored. I expected a simple process, but instead I had to chase answers without knowing when, or if, my money would be returned. - PurviAfter cancelling my Lebara service, I submitted a refund request and waited over 20 days with no update or confirmation. The delay affected my finances and left me feeling ignored. I expected a simple process, but instead I had to chase answers without knowing when, or if, my money would be returned. - Purvi
For months, I kept getting daily calls from strangers saying I had called them, even though I hadn’t. It became a serious privacy issue and wasted so much of my time. When I contacted Lebara, I was told nothing could be fixed and I couldn’t even end my contract. That response left me feeling completely stuck. - Hadi
I paid for a long-term Lebara plan expecting reliable service, but my mobile data never worked. I spent nearly an hour on hold, sent emails, and tried live chat with no response at all. Paying a large amount and then being unable to use the service or reach support made the situation extremely disappointing. - Mohamad
How other consumers Lebara complaints got resolved
Delayed eSIM Activation Fixed with Apology
- Issue: A customer faced a week-long delay activating an eSIM replacement.
- Resolution: Escalation to senior tech support finally resolved the issue. Lebara apologised and restored service.
SIM Order & Refund Errors Corrected
- Issue: A customer experienced multiple errors with SIM orders and delayed refunds.
- Resolution: Lebara refunded the initial order and sent the correct replacement SIM at no extra cost, with an apology.
Prolonged Network Problem Addressed
- Issue: Customer had no working 4G data for months despite continuous payment.
- Resolution: Lebara’s technical team reset account provisioning, restoring 4G data service, and provided compensation for lost service.
If your initial complaint handling is unsatisfactory, follow these escalation steps:
- Internal Escalation: Ask to speak with a supervisor or manager. Lebara promises supervisor involvement within 2 business days.
- Dedicated Complaints Team: Send a formal written complaint addressed to the Lebara Complaints Manager via email or mail.
- Telecommunications Industry Ombudsman (TIO): After 30 days without resolution or unsatisfactory outcomes, escalate externally to the TIO at tio.com.au or call 1800 062 058.
- Social Media & Public Forums: Public posts on platforms like Facebook can prompt Lebara’s team to prioritise your complaint.
Always maintain records of your communications and clearly state your desired resolution at each escalation stage.
If Lebara’s internal escalation hasn’t resolved your issue, external bodies provide additional support:
- Telecommunications Industry Ombudsman (TIO)
- Phone: 1800 062 058
- Website: tio.com.au
The TIO independently mediates unresolved telecom complaints.
- Phone: 1800 062 058
- ACMA (Australian Communications & Media Authority): Monitors telco compliance. Report serious breaches via acma.gov.au.
- ACCC (Australian Competition & Consumer Commission): For misleading advertising or unfair practices, report via accc.gov.au.
- State Consumer Protection Offices: For general consumer rights advice, contact your local Fair Trading or Consumer Affairs agency.
Use these external channels confidently if internal processes fail, ensuring your consumer rights are protected.
- Lebara Complaints Handling Process
- Lebara Contact Us Page
- Customer Support Phone: 126 122 (Lebara mobile) or 1300 126 122
- Customer Care Email: care@lebara.com.au
- Live Chat (24/7)
- Lebara Network Coverage Map
- Lebara Financial Hardship Policy
- Critical Information Summaries & Terms
- Telecommunications Industry Ombudsman (TIO)
- ACCAN Consumer Rights Guide
Lebara Complaints FAQs
What is the fastest way to contact Lebara customer support in Australia?
The fastest way to contact Lebara customer support is through their 24/7 live chat on the Lebara website. Live chat usually connects quicker than phone support and avoids long hold times. It also lets you share account details or screenshots easily, which can speed up troubleshooting. For the best results, try contacting Lebara mid-week during off-peak hours when demand is lower.
Why is my Lebara SIM activation or number porting taking so long?
Lebara SIM activation and number porting delays usually happen due to verification issues or system errors. These problems are common and often need manual intervention from support. Contact Lebara via live chat or phone as soon as possible and ask them to confirm your identity and porting status. If the delay continues, request an escalation so you are not left without service.
Can I get a refund from Lebara if my service or recharge doesn’t work?
Lebara generally only provides refunds if there is a billing error or a major service failure. If a recharge fails, data is missing, or a service does not activate correctly, contact customer support with clear details and proof. Refund requests are more likely to progress when submitted by email, as this creates a formal written record and allows follow-up if delays occur.
What should I do if Lebara network coverage or data speeds suddenly get worse?
If your Lebara coverage or data speeds suddenly drop, first check their network coverage map or outage updates. If there is no known issue, contact customer support to have your service reviewed or reset. Network performance problems can occur after upgrades or outside metro areas, and reporting them early helps prevent ongoing disruptions and repeated service issues.
You’ve done your part, now it’s time to hold Lebara accountable.
Take the final step and submit a complaint that gets seen and responded to.