Need to contact Lebara and make sure they reply?
Lebara customer support overview
Lebara Mobile is a popular prepaid mobile provider in Australia, recognised for affordable plans and international call options. Offering multiple support channels, Lebara’s customer service includes phone assistance (126 122 from Lebara phones or 1300 126 122 from other numbers), live chat accessible via their website (available 24/7), email support (care@lebara.com.au), and social media (Facebook and X).
Lebara, operating under TPG Telecom and utilising the Vodafone network, emphasises friendly, local support, aiming to deliver quick and helpful solutions. While praised by many long-term customers for affordability and convenience, customer service ratings on platforms like ProductReview and Trustpilot reveal mixed experiences, with some customers facing delays or frustrations.
Common Lebara customer issues and complaints
Common complaints among Lebara customers include:
1. SIM Activation & Number Porting Problems
Customers regularly face activation delays or errors when porting their number, requiring repeated contact with support to resolve issues such as failed activations or unwanted new numbers being assigned.
2. Network Coverage & Data Performance
Coverage complaints mention slow data speeds, dropped calls, or limited reception, particularly outside urban areas or after network upgrades. These network quality issues often drive customers to seek support.
3. Customer Support Responsiveness
Frequent issues include long wait times on support calls (over 30 minutes) and lack of promised callbacks or timely follow-up, resulting in customer frustration and delayed resolutions.
4. Billing & Recharge Issues
Some customers report problems with auto-recharges not renewing correctly, data allowances not appearing as promised, and challenges obtaining refunds for billing errors or failed service activations.
5. Delivery Delays & SIM Replacement
Delayed receipt of new or replacement SIMs can leave customers without service for extended periods, leading to complaints about slow handling and delivery processes.
Lebara addresses these common complaints through formal escalation processes and dedicated customer service channels.
How to contact Lebara customer support
Lebara provides multiple convenient ways to get assistance:
1. Phone Support
- Call free from your Lebara mobile: 126 122
- From other phones: 1300 126 122
- International callers: +61 2 8015 6314
(Mon–Fri 8am–8pm, weekends 9am–6pm AEST)
2. Live Chat (24/7)
- Accessible via Lebara’s website anytime for immediate assistance.
3. Email Support
- Send detailed inquiries or formal complaints to care@lebara.com.au for written records and thorough investigation.
4. Social Media
- Message Lebara’s official Facebook page or X (Twitter) for general questions or quick responses.
5. Online FAQs & Self-Service
- Visit Lebara Support & FAQ for immediate answers to common issues such as activation, network settings, and recharging.
Tip: Contact during off-peak times (mid-week days) and have account information ready for quicker service.
Lebara key customer policies: refunds, returns, cancellations and more
Lebara's key customer service policies include:
- Refund Policy: Generally, prepaid recharges are non-refundable unless there’s an error or major service failure.
- Return Policy: Returns typically apply only to defective products like SIM cards or purchased devices within specific timeframes.
- Cancellation Policy: Prepaid plans allow easy cancellation at any time without penalty; unused balances or data are forfeited upon cancellation or port-out.
- Price Match Policy: No formal price match, but competitive plans and promotional offers are regularly provided.
- Warranty Policy: Faulty SIMs replaced free of charge; phones or devices purchased through Lebara carry standard manufacturer warranties and consumer protections.
- Shipping Policy: Free standard delivery for online SIM card orders, typically delivered within 2–5 business days, requiring ID upon receipt.
Additional customer-friendly policies include support for financial hardship situations and clearly defined processes for handling customer complaints.
Lebara complaints submitted through Ajust
Recent experiences with Lebara customer service
Positive: Customers appreciate quick resolutions for straightforward issues, such as incorrect recharges or simple account fixes. Many long-term users commend the friendly and efficient support received during interactions.
Negative: Some customers endured delays (up to a week or more) for complex issues such as number porting or SIM replacements, often requiring multiple follow-ups or escalation to higher departments for final resolution.
Official Lebara Customer Service Links & Contact Information
- Lebara Australia Contact Page – Phone, email, live chat, and social media contacts.
- Lebara Support & FAQ Hub – Self-help guides and FAQs.
- Complaints Handling Process – Procedure for formal complaints and escalations.
- Terms and Conditions – General service terms and policies.
- Financial Hardship Policy – Support options for customers in financial difficulty.
- Network Coverage Map – Check service availability in your area.
- Critical Information Summaries – Plan details and conditions.
- Telecommunications Industry Ombudsman (TIO) – External resolution service if internal channels fail.
Lebara Contact FAQs
You’ve already wasted time trying to contact Lebara.
Let us help you take the next step, and finally get a real response.