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Lebara
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Lebara
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Edited by:
Last updated:
July 18, 2025
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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.

What happens after you submit a complaint to Lebara ?

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.

Real complaints submitted through Ajust

How other
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.

How to escalate a complaint with Lebara

If your initial complaint handling is unsatisfactory, follow these escalation steps:

  1. Internal Escalation: Ask to speak with a supervisor or manager. Lebara promises supervisor involvement within 2 business days.

  2. Dedicated Complaints Team: Send a formal written complaint addressed to the Lebara Complaints Manager via email or mail.

  3. 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.

  4. 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.

Regulatory & Ombudsman Information for Lebara

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.

  • 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.

Official Lebara Complaint Resources & Links

Lebara
Complaints FAQs

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Lebara
accountable.

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