Bereavement Assistance
We understand that losing a loved one is difficult, so we would like to make managing their account with us as simple as possible.
This document sets out the process for closing an account and/or transferring ownership of the mobile number if a Lebara account holder has passed away.
How to close an account and/or transfer a mobile number
If the account holder has passed away, please contact us on 1300 126122 or email us at care@lebara.com.au so that we may assist you to close the account or transfer ownership of the number into your name. If you choose to transfer ownership of the number, you will need to meet our credit requirements.
The person contacting us should be an authorised representative of the deceased person. An authorised representative may be the next of kin (an immediate family member such as a surviving spouse, parent, son/daughter, sister/brother, grandchild, or guardian over the age of 18); an executor, administrator or trustee of the deceased person’s estate; a lawyer or solicitor administering the will; a person appointed as attorney under a valid power of attorney; or an authorised representative listed on the account.
When contacting us, please have the account holder’s mobile or account number ready, as well as details of their:
- full name;
- date of birth; and
- home address.
For confirmation, we may ask that you email us a copy of:
- the Death Certificate; or
- a Coroners notice.
How to use the Australian Death Notification Service
You can also notify us about the death of the account holder using the Australian Death Notification Service.
The Australian Death Notification Service is a national service which enables you to digitally notify multiple organisations about the death of the account holder. This service provides secure online environment for you to send an email notification to multiple organisations at one time.
To opt into this service, visit the Australian Death Notification Service and provide the requested information. The Australian Death Notification Service will validate details of the deceased person against the Australian Death Check (ADC) and will pass on information to our team, who will reach out to you. You will be contacted by Lebara to discuss the relevant next steps within 5-7 business days after you have submit the request to the Australian Death Notification Service.