Terms and Conditions
We take fraud seriously at Lebara, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.
Online fraud generally involves phishing, which as an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling.
What to do if you receive suspicious correspondence or calls claiming to be from Lebara
Scam emails and text messages
If you receive an email that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:
- Check that the email is coming from an email that’s not a number that we use firstname.lastname@example.org, email@example.com, firstname.lastname@example.org and email@example.com.
- Don’t reply to email
- Don’t provide any personal details
- Don’t click on any links
- Don’t open any attachments
- Don’t call any numbers associated with the email
- Don’t share any content of the email with anyone
- Email a screenshot of the message to firstname.lastname@example.org
- Report the email to Scamwatch
- Email email@example.com and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.
Scam phone calls
Lebara only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:
- Don’t give the caller any personal details and hang up.
- Check that the call is coming from a number that’s not a number that we use (02 8015 6314).
- Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
- Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call.
- Report the call to Scamwatch
- Report the email or SMS to Scamwatch
- Email firstname.lastname@example.org and provide the date and time you received the call, how many calls you received in total and your mobile number.
Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:
- Don’t click on any links
- Don’t call any numbers associated with the website
- Report the website to Scamwatch
- Email email@example.com and provide a screenshot of the website, the date and time you accessed it and your mobile number.
How Lebara can help if you believe you’re a victim of fraud.
Here are some specific fraud scenarios that we can assist with.
My number has been fraudulently used to create a service with Lebara, or I suspect it has.
If you believe that someone has stolen your ID to create an account with Lebara, please contact us by email firstname.lastname@example.org
There’s a number on my account that I don’t recognise.
If there’s a number on your account that you don’t recognize, please contact us by email email@example.com.
I didn’t receive my order.
If you didn’t receive your order it’s best to call customer care on 1300 126 122 from any phone.
My number has been fraudulently transferred from Lebara to another provider, or I suspect it has.
If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:
- Customer care on 126 122 from your Lebara phone, or 1300 126 122 from any phone
- The Australian Federal Police or the law enforcement agency in your state or territory
There are transactions from Lebara on my bank/credit card statement that I don’t recognise.
If there are transactions from Lebara on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with Lebara and reverse the charges back to you.
I think I’ve lost money to a scammer.
Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.
They may be able to stop a transaction or close your account if the scammer has your account details.
How to protect your device.
Here are some ways to protect your device:
• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘123456’, ‘000000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.