Valid as of 16 February 2017
You can lodge your complaint about Lebara over the phone (which is a free call when made from a Lebara service), or by email, or letter. For contact details please refer to section 6 of this policy.
We aim to make the complaint handling process fair and accessible for everyone including customers and former customers with disabilities, those suffering financial hardship and those from non-English speaking backgrounds. If you require any special assistance to lodge a complaint or have any special requirements, please tell us what they are when you get in touch with us and we will provide specialised support as needed.
If you wish to allow an authorised representative or advocate to act upon your behalf in respect of your complaint, a Lebara customer service representative can help you to do so.
3.2 Acknowledgement of complaint
We will acknowledge your complaint instantly when receiving it over the phone, or if submitted by any other means (for contact details refer to section 5), you will receive a response and a reference number within 2 working days.
3.3 Handling of complaints
We aim to resolve a complaint at the time it is made, wherever possible. We will tell you what our proposed resolution is as soon as we can after completing our investigations. We will not implement the proposed resolution until you have accepted it.
If we cannot resolve your complaint in the first instance and the matter requires some further investigation e.g. the retrieval of records or obtaining of additional information through our Resolutions team, we will aim to have your complaint completely resolved at the latest within 15 working days after the complaint was made or within such other time frames as are agreed with you.
We will keep you informed of any delays to promised timeframes for resolving and implementing complaints. You may also monitor the progress of your complaint by contacting us and quoting the reference number for your complaint (see section 5 for contact details). If we believe that we can’t resolve your complaint before expiry of 15 working days (or 2 working days in the case of Urgent Complaints – see section 3.4 below), we will let you know of the reasons for the delay and the specific timeframe for resolution. If that time frame for resolution is a further 10 working days or more and is not due to a declared mass service disruption, you may escalate the complaint for external dispute resolution (see section 6 below).
If you are dissatisfied with the handling of your enquiry or complaint, or if you are dissatisfied with the timeframes that apply to management of your complaint, or the proposed resolution or outcome, or if you seek to have your complaint treated as urgent, you may ask to speak to a Lebara supervisor. If you remain dissatisfied by the subsequent handling of the complaint, you can request to have the complaint reviewed by a senior manager. We will escalate and prioritise your complaint accordingly.
Your complaint will be regarded as resolved once you have agreed with our proposed resolution and the outcome is implemented.
3.4 Handling of Urgent Complaints
We will prioritise a complaint as urgent if your service has been or is about to be disconnected due to an error on our part. We will be in touch with a resolution within 2 working days of the making of an urgent complaint and, once agreed with you, will implement the resolution no later than 5 working days after reaching that agreement.
3.5 Resolution of complaints
Our aim is to resolve complaints by tailoring the remedy to address the cause of the problem and to address your individual circumstances, where you have notified us of those circumstances. Where the complaint indicates a broader problem we will endeavour to resolve that broader problem.
We aim to complete all necessary action to deliver the resolution we have offered within 10 working days after you accept the resolution unless we have agreed otherwise with your or the resolution is dependent on actions to be taken by you which have not been completed.
We will delay taking any legal action in respect of a matter which is the subject of a complaint while it is being investigated internally and for 7 working days after we advise you of the outcome of the complaint.
If we decide, after investigating a complaint that it is frivolous or vexatious and that we can do nothing more to assist or, because of your behaviour we are unwilling to deal with you further, we will inform you in writing of the reasons for our decision and advise you of your options for external dispute resolution.
3.6 Complaints monitoring
All complaints will be recorded and analysed on an on-going basis to ensure continuous improvement in our processes. We will also conduct quarterly and annual reviews on compliance with this policy and report on the same to senior management.
You may monitor the progress of your complaint by contacting us and quoting the reference number for your complaint (see section 5 for contact details).
3.7 Closing of complaints
Once we close a complaint with your consent or upon your request we will provide you with a written confirmation of the resolution within 5 working days.
We will keep confidential records of each complaint, including:
126 122 free from your Lebara mobile
1300 126 122 (+61 2 8622 6500 from overseas) (standard call charges apply)
Hours of Operation:
Monday – Friday 9.00 am – 8.00 pm AEST
Saturday, Sunday, Public Holidays 9.00 am – 6.00 pm AEST
By Email: firstname.lastname@example.org
PO BOX 1113,
If you wish to have a hard copy of the Lebara Complaints Handling Policy, please contact our customer service team and let us know your current postal address and we will be happy to send you a copy in the mail.
The TIO’s website can be found at: http://www.tio.com.au